Why cloud contact centres are the perfect customer service solution for small business

The modern business landscape is mutating fast and with it, so are the tall tales associated with the solutions crafted to help navigate this change.

Let’s take Contact Centre as a Service (CCaaS), for example. When you hear the term “contact centre”, what mental images spring to mind? Do you envision a dull, overworked call centre with rigid and robotic practices? Or perhaps enterprises of unrelatable scale with service teams relentlessly slogging away at call, after call, after call?

These widely shared, yet misinformed perspectives seal the current fate of this customer service solution and its lack of adoption in the world of small to medium-sized businesses (SMBs). From the notion that CCaaS is exclusively built for large enterprises, to the incorrectly interchangeable use of the terms “contact centre” and “call centre”.

However, beyond the cloud of misconception lies a truly lucrative customer service solution ideal for all, especially progressive SMBs, with a penchant for enhanced communications and experiences.

There’s a wealth of compelling figures proving the potency of CCaaS in contention of the ever-evolving customer needs:

• Nearly half of businesses (43%) admit to struggling with the changing pace of customer expectations and market demand¹.
• A staggering 90% of consumers won’t buy from a company following unsatisfactory customer service interactions².
• And to top it all off… nine out of ten consumers demand seamless omnichannel service from the businesses they choose to interact with³.

It’s clear there’s a worthy case for CCaaS in small to medium-sized businesses, but a lot of myths still stand in the way of widespread adoption…