b2b cloud technology industry call center

Top Customer Service Issues and CustomerServ’s Call Center Expertise in the B2B Cloud Technology Industry

CustomerServ's Customer Support Vendors Give Cloud Technology Providers a Competitive Edge

Businesses are catering to an increasingly mobile workforce that demands anywhere, anytime access to company resources. More companies are turning to cloud technology to ensure that employees have 24/7 access to information, communications and real-time collaboration with their colleagues around the world. According to Gartner Inc., the worldwide public cloud services market is projected to grow 21.4% to $186.4 billion in 2018, up from $153.5 billion in 2017.

Over the past decade, cloud technology has matured beyond the needs of its early adopters—startups and small and medium-sized businesses (SMBs). It now sits poised on the brink of mass enterprise adoption as more large organizations migrate from on-premise infrastructures to cloud-based solutions to reap the benefits of cost-savings, fast setup, scalability and speed to market.

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Multicloud models are on the rise in which companies mix and match services from a variety of cloud providers enabling them to tap into different vendors’ features and functionalities. Many companies are drawn to the advantages that working with multiple cloud vendors brings, including the ability to avoid vendor lock-in, maintaining some on-premise control, meeting regulatory requirements for data privacy and security, and mitigating risks associated with hijacking attacks by distributing applications, resources and data across several clouds.

Customer Support Challenges for Cloud Providers

The cloud marketplace continues to expand rapidly with new players entering the field every day. As the market continues to mature, it becomes more difficult for cloud vendors to differentiate their brands based on the technology. Instead, a focus on quality, reliability, expert staff and exceptional customer support will give cloud vendors the edge over the competition. Top customer service challenges for cloud providers include:

  • Providing 24/7 access to skilled technical support staff.
  • Providing customer support staff with training in IT and industry-specific certifications.
  • Maintaining industry compliance requirements on a per-client, per-industry basis.

CustomerServ’s Call Center Vendors Provide Quality and Reliability

CustomerServ’s cloud call center vendors deliver exceptional experiences in assisted technical support via phone, email, chat and online. Our vendors provide a personalized approach to customer care with dedicated account representatives and around-the-clock assisted support for the following services:

  • New customer on-boarding
  • Technical support
  • Help-desk
  • Customer service
  • Telesales
  • Live chat
  • Email support
  • SMS support
  • Mobile app support
  • Social media support
  • Data entry and back office support
  • Customer account management
  • Order provisioning
  • Billing and adjustments
  • US based, near-shore and off-shore support
  • Brick/Mortar and work-at-home agents
  • PCI compliant call centers
  • Bi-Lingual and multi-lingual call centers