Cloud Computing

Top Technologies Transforming Customer Service

November 18, 2024

Customer service is the foundation of any successful business, and with each passing year, customer expectations continue to rise. Meeting these expectations requires more than just dedication; it demands the right tools and technologies. Research shows that more than half of customers now prefer self-service options to speaking with a representative, reflecting the growing desire for quick, accessible solutions.

Here’s a look at some of the top technologies reshaping customer service and helping businesses stay competitive:

Artificial Intelligence (AI) and Machine Learning

AI and machine learning are revolutionizing customer service, transforming everything from customer interactions to internal operations. Through AI-powered chatbots, businesses can offer instant responses to common inquiries, reducing wait times and allowing human agents to focus on more complex issues. Additionally, machine learning algorithms can analyze past interactions to improve responses, predict needs, and personalize service, enhancing the customer experience in meaningful ways.

Omnichannel support

Today’s customers use multiple channels to reach out—phone, email, chat, social media, and more—and they expect a smooth, consistent experience across each one. Omnichannel support integrates these various touchpoints, allowing customers to switch channels without repeating information. This not only improves customer satisfaction but also helps companies provide a seamless, unified service experience.

Cloud-based customer service platforms

Cloud technology has brought unprecedented flexibility and scalability to customer service. By moving customer service operations to the cloud, companies can easily scale their support capabilities up or down, ensuring they can handle peak times or unexpected surges in demand. Cloud platforms allow agents to work from anywhere, making remote and hybrid customer service teams effective and responsive.

Self-service solutions

Self-service tools like knowledge bases, FAQs, and community forums empower customers to find answers on their own. Not only does this reduce the burden on customer service teams, but it also meets the preferences of customers who prefer solving issues without direct assistance. By offering robust self-service options, companies can boost satisfaction while freeing up resources for more complex inquiries.

Data analytics and customer insights

Data analytics has become an invaluable tool for understanding customer behavior and preferences. By analyzing customer interactions and feedback, companies gain insights that can shape more personalized and proactive service. For instance, if data shows recurring issues or common questions, businesses can address these proactively through FAQs or dedicated service strategies, ultimately improving the customer experience.

Robotic process automation (RPA)

RPA uses software “robots” to perform repetitive, rule-based tasks, such as data entry, form processing, or responding to basic queries. By automating these routine tasks, RPA frees human agents to focus on complex and high-value activities. This not only improves efficiency but also allows employees to spend more time solving nuanced problems, creating a better experience for customers.

Planning your customer service roadmap

With so many technologies available, it can be challenging to know where to start. Each business has unique needs, and the best approach to implementing new technologies is to have a clear roadmap. Our team of IT consultants can help you evaluate your current setup, identify key areas for improvement, and design a technology roadmap that aligns with your business goals.

The Transformative Power Of Cloud Computing For Small Businesses

June 22, 2023

Small companies face numerous challenges, including limited resources, budget constraints, and the need to stay technologically relevant. Thankfully, advancements in technology have leveled the playing field, empowering small businesses with tools and solutions that were once only accessible to larger enterprises.

One such technology that has revolutionized the way businesses operate is cloud computing.

Cost savings

Traditional on-premises IT infrastructure can be expensive for small businesses, requiring significant upfront investments in hardware, software licenses, and maintenance.

Cloud computing offers a more cost-effective alternative. With cloud services, small businesses can leverage scalable resources and pay only for what they use, eliminating the need for infrastructure investments.

Collaboration and remote work

The ability to collaborate effectively is essential for small businesses to thrive.

Cloud computing facilitates seamless collaboration by providing a centralized platform accessible to employees from anywhere with an internet connection.

Cloud-based tools such as project management systems, document sharing platforms, and real-time communication apps enable teams to work together efficiently, regardless of their physical location.

This capability is especially valuable for small businesses with remote workers or distributed teams, fostering productivity and efficiency.

Data security

Protecting sensitive business data is a critical priority. Cloud computing offers robust security measures, including data encryption, regular backups, and advanced authentication protocols.

Storing data in the cloud reduces the risk of data loss due to hardware failures, theft, or natural disasters.

Cloud service providers typically have dedicated security teams and advanced threat detection systems, ensuring a higher level of data security than many small businesses can achieve on their own.

Flexibility and accessibility

Cloud computing provides small businesses with unparalleled flexibility and accessibility. Employees can access critical business applications and data from any device with an internet connection, enabling remote work and enhancing productivity. This flexibility also extends to the ability to quickly scale resources up or down based on business needs.

Cloud-based services also ensure that software and applications are regularly updated, eliminating the burden of manual updates and ensuring access to the latest features and security enhancements.

Competitive advantage

Adopting cloud technology can provide small businesses with a significant competitive advantage.

It allows smaller companies to access enterprise-level tools, applications, and infrastructure that were once exclusive to larger organizations.

This leveling of the playing field enables small businesses to innovate, streamline operations, and deliver enhanced customer experiences.

Cloud computing has emerged as a transformative technology for small businesses, offering a wide array of benefits, including scalability, cost efficiency, enhanced collaboration, data security, and improved flexibility.

By embracing cloud services, small businesses can leverage the power of advanced IT infrastructure without the burdensome costs and complexities associated with traditional on-premises solutions.

The cloud empowers small businesses to compete effectively, drive innovation, and achieve growth in an increasingly digital and interconnected world.

How Distributed Cloud Computing Enhances User Experience

May 18, 2022

As cloud technology is gaining popularity, businesses are encountering challenges such as security and reliability. This explains why the cloud market, edge computing, multi-cloud, and hybrid cloud are staging the ground for distributed cloud computing.

New generations are ready to move on from traditional methods and technologies to the cloud. This is possible once businesses access the distributed cloud computing technology to enhance user experience and other tasks.

What is distributed cloud computing?

Distributed cloud computing is a technology that provides businesses with better knowledge about the market to fulfill customers’ needs with inexpensive IT systems. There are three origins of the distributed cloud:
• Public cloud
• Hybrid cloud
• Edge computing

Benefits of distributed cloud computing

Public cloud providers distribute services in different locations. The facilities are available to organizations that require low latency computational abilities.

This will help control the consistency in the location to manage the public and cloud infrastructure through a single channel.

Distributed cloud computing will provide major benefits with improved performance. This is possible after eliminating the latency problems and reducing the risk of control plane inefficiencies or global network outages.

With the distributed cloud, you can create cloud networks, storage, and compute in a shared environment. These storage networks are available in different zones. Some experts call these zones substations, which makes a lot of sense after understanding their qualities.

For instance, you can use the nearest branch of the local post office to avail their services.

The support, innovation, and productivity will not change because the public cloud providers will be responsible for managing distributed cloud substations.

Below, you will find some benefits of the distributed cloud:

Distributed cloud will increase compliance

This will ensure that the data is available in a specific location where customers can easily avail benefits.

The system will reduce the risk of network failure as the data is available in local and semi-local subnets. Different compute zones will be available with an increasing number of locations.

Distributed cloud computing and enhancement of user experience

Distributed cloud computing tools enable businesses to process data in real-time. They can also manage their data and create a data foundation. They can enhance the user experience by driving new and innovative strategies with accuracy, consistency, and relevant data.

Distributed cloud computing solutions allow businesses to customize their solutions to develop long-term customer relationships and offer faster, seamless services.

With this advanced version of cloud computing, they can enhance their responses to discover customer preferences.

Distributed cloud computing and the future

Technology experts are planning the future of distributed cloud computing by keeping in mind the business sector’s needs, interests, and similar industries. They focus more on cloud strategy, which concisely provides faster and better solutions to businesses.

Technology plays a vital role in enhancing business performance. However, businesses still need a solution so they can simplify their complicated IT structures. To drive better outcomes, businesses require an IT solution such as distributed cloud computing to simplify their tasks and activities and facilitate their customers with a better user experience.

What Exactly Is “The Cloud?”

November 23, 2020

You may have come across people talking about ‘cloud’ storage and software that runs in ‘the cloud.’

But what exactly is ‘the cloud,’ and why should you care about it?

A place for networking
The cloud is a bunch of servers that are connected to each other over the internet.

Tech firms like Google, Microsoft, Apple, Facebook, and Amazon run huge networks of servers that let their customers (us) log in using different devices.

Can you imagine a situation where all your photos from the last 10 years were only held on your phone and not stored safely elsewhere? How many memories would you lose if your phone went missing?

The high freedom, convenience, and security offered by the cloud has seen a huge shift to cloud computing over the last few years.

It’s powerful stuff
Cloud infrastructure allows you to run apps and access data across multiple devices without needing to have everything installed on your devices.

This opens opportunities for businesses to offload computing and storage resources to cloud service providers, gaining the flexibility to easily boost or reduce resources as their needs change.

A real perk of running software in the cloud is that it means highly sophisticated applications can run from your computer or phone, with the cloud doing all the heavy lifting.

This can significantly reduce the amount you need to spend on your devices and how often they need to be replaced.

The cloud is also a collaborative place to be. Tools like Microsoft 365 and Google Workspace make it super easy to share documents and work as a team. You can even work together in real-time and give each other instant feedback as you go.

Ignore its fluffy reputation: The cloud’s a tough cookie
When set up and managed correctly, the cloud is the safest place to keep your data.

Let’s be honest, which is more likely: Colin leaving his laptop in a bar again? Or the might of an Amazon or a Google getting hacked?

If Colin loses that laptop, he’ll get a slap on the wrist. If Google get hacked, it would cost them millions and millions of dollars and cause irreparable damage to their reputation.

Different types of cloud

There are three main types of cloud.

Private cloud
The private cloud is a network of servers that are dedicated to supporting a single business.

The hardware is solely dedicated to this business, and they allow organizations like the CIA and banks to have full control over every aspect of their cloud environment.

Public cloud
The public cloud refers to networks of servers that are wholly controlled by cloud service providers. Clients share resources with other people.

The public cloud costs less than setting up a private cloud, and there is far less maintenance and an extremely high level of reliability.

Hybrid cloud
Some firms like to mix and match private and public clouds for different needs. Hybrid cloud setups let businesses quickly move between the two as their needs change.

We’ll help you to make sense of it all.

When embracing the cloud, it’s best to have an experienced hand guide you to the right solutions.

Working with the right IT support partner early will help make sure that you head in the right direction. And make the most of the opportunities that cloud computing offers. Give us a call at (734) 457-5000 if you’d like more information.

Top Reasons To Jumpstart Your Paperless Initiative

December 10, 2019

Want to “go paperless” with your company? See the many benefits of paperless business and learn how to jumpstart this initiative for effective results.

Many businesses toy around with the idea of “going paperless,” but what’s actually in it for the companies who decide to go through with it? To be sure, not all businesses are cut out to go paperless.

Certain documents in certain industries simply must be in paper form. Therefore, depending on your industry and unique company needs, you may end up unnecessarily complicating affairs if you try to do everything digitally.

At the same time, a great many companies will benefit significantly from making this change. Below, we’ll go over the specific reasons why it might be a good idea for your company. First, though, let’s define what going paperless actually means.

What does it really mean to “go paperless?”
The term “going paperless” simply refers to the shift from printed documents to digital documents. For example, instead of printing invoices, order forms, and tax documents, a company would issue all of these documents digitally, sending them via email or storing them as files.

What are the top reasons to “go paperless?”
You’ll save money. Cloud data storage is a lot less expensive than on-premise data storage. Moreover, on-premise data storage forces you to pay for the maximum amount of storage you may need upfront. With cloud storage, you can easily scale your storage capacity up or down, depending on your needs.

You’ll have document access from everywhere
Most businesses who go paperless store their documents in the cloud. When you do this, access to these documents is available wherever you can find an Internet connection.

This makes it easier to hire remote workers, send employees on work trips, and access important information even when you’re away from the office.

You’ll save time
Consider the time it takes to print, scan, copy, collate, organize, and store all of your paper documents. Additionally, remember that when you have a huge number of documents to contend with, protocols and systems must be developed, instituted, and monitored. Lastly, think about how long it takes to find a specific document within your files. All of these tasks are time- consuming, and in any business, time is money.

When you switch to a digital system of document storage, you’ll be saving an immense amount of time. Documents can be digitally created, copied, sent, edited, and stored.

There’s no need to run to the printer or search through endless boxes for the paper file you need. When searching for files, you can simply pop a few keywords into the search bar of your data storage system, and voilà — it will appear!

You’ll save space
Consider how much space you currently use to store paper documents. From old tax returns and invoices to printed data and memos, an accumulation of individual sheets of paper can actually take up quite a lot of room. Digital documents, on the other hand, are virtually invisible. As long as you have enough data storage capacity available, you’ll gain tons of physical space when you make the switch to a paperless system.

The Cloud – Have You Harnessed Its Strategic Advantages?

October 1, 2019

The cloud may still feel like a new technology – but in reality, it’s been around for more than 10 years now. Does that make you feel old?

Let’s be clear about something – the cloud is here to stay. In recent years you may have still heard the occasional “industry insider” suggest that the world may be moving too quickly to an untested and unsure platform in cloud computing, but no more. The cloud is now an integral part of daily life for private consumer and business users alike.

What Is The Cloud?
The cloud is a network of technologies that allows access to computing resources, such as storage, processing power, and more. That’s where the data is – in these data centers all around the world. Which data center your data is in depends on what cloud service provider you’re working with.

The Cloud Isn’t As New As You Might Think
Would you say the cloud is “new”? To some, this may seem like a question with an obvious answer, but it’s not that simple. The way in which we think about technology can lead to something feeling new for a lot longer than would make sense otherwise.

After all, the cloud is more than a decade old, but a lot of people still think of it as a new technology.

You Need To Keep An Eye On Your Cloud
As beneficial as the cloud can be, it’s important to note that it can also pose risks if it isn’t managed properly. It all comes down to the classic binary relationship between convenience and security.

The cloud gives you unparalleled access to your data from anywhere with an Internet connection. That means that external parties (including cybercriminals) can have undue access to your data as well if you don’t take the necessary steps to secure your environment.

That’s why you need to monitor your cloud. No matter who you entrust your data to, you should ensure that you or someone in your organization is given appropriate visibility over your cloud environment. That way, you can guarantee that security and compliance standards are being maintained.

If you don’t have the resources to manage this type of ongoing monitoring, then it would be wise to work with the right third party IT services company.

Doing so will allow you to outsource the migration, management, and monitoring of your cloud.

You’ll get the best of both worlds – security and convenience.

53% Of Businesses Have Publicly Exposed Cloud Services

June 26, 2018

Chris Myers is a field service technician for Tech Experts.

Malware comes in many different forms and is used by hackers in a number of different ways. It can be used to steal information, locate vulnerabilities in your IT systems for a secondary attack, or simply to cause damage.

There are countless hackers out there just waiting for your business to leave your data vulnerable. With the introduction of the cloud, you felt a bit more secure and slept slightly better at night – but now, it seems that was precisely what hackers wanted us to do.

A recent Cloud Security Trends study found that 53% of businesses using cloud storage accidentally expose their data to the public. This is like securing your whole house, locking all doors and windows, and then going to sleep with the garage wide open.

This doesn’t just point the finger at small businesses either. The study showed that even big-name companies such as Amazon Simple Storage Service (Amazon S3) had inadvertently exposed one or more of these services to the public.

The scary thing is that the previous survey showed this was occurring only 40% of the time. Now, this number has grown to 53%.

This study was conducted in 2017 between the months of June to September. Within those two months, they found that businesses are not only exposing their own data but they are also neglecting vulnerabilities in their cloud. When you ignore these things, you put not only your customers at risk but also the livelihood of your company as well.

What Are You Exposing?
The report shows that businesses weren’t solely leaking data such as customer information, but incredibly dangerous information such as access keys and other private data as well.

These cyber-attacks commonly expose data such as personal health information, financial information, passwords and usernames, trade secrets, and intellectual property. With two million new malware attacks launching every day, it’s more important than ever to stay in a constant state of vigilance.

Ignoring Vulnerabilities
A common misconception is that it’s the service provider’s responsibility to keep cloud data safe – this is not true. Most of the damage caused by ignoring vulnerabilities can be prevented by training.

If your staff is trained to recognize weaknesses, then they can be more proactive in fighting against them. More than 80% of businesses are not managing host vulnerabilities in the cloud. Vulnerabilities include insufficient or suspicious credentials, application weaknesses, and inadequate employee security training.

Complex Attacks
Not all the attacks and vulnerabilities are the fault of the business. Some of these attacks are far more complex than most businesses are prepared for, including big-name companies. These sophisticated attacks not only know and bypass the company’s vulnerabilities but also various application weaknesses.

What Can You Do About It?
The first action you can take against attacks is recognizing suspicious IP addresses. Have a policy in place for identifying, flagging, and isolating suspicious IP addresses. Spending a few extra minutes of your time could save months of recovery and downtime.

It’s important to pay attention to mistakes that others have made so you don’t suffer the same consequences. Be sure to train and certify the IT staff you already have. Cyberattacks are guaranteed, but what isn’t guaranteed is how prepared your business is to thwart off those attacks.