Even before the pandemic, which forced many chinese overseas america database companies to work from home to comply with social isolation, remote work was already a growing and very present trend.
However , how can you transform your entire physical customer service infrastructure into one in the cloud, with service platforms?
To help you understand how to do this, we have prepared this complete content for you. Enjoy reading!!
Cloud service platforms
Cloud-based support platforms , or, as they are sometimes known, SaaS platforms, are a subscription-based customer support service model. A company then contracts with software that provides processes, telephony, and features designed for this type of operation.
When purchasing the service, there is no need for installation, as everything is stored in the cloud, and it only works via an internet connection. In other words, you can work from anywhere and at any time.
These solutions are not just becoming popular in Brazil now. Since 2017, according to a survey conducted by SaaSholic , São Paulo, the capital, had 47.8% of SaaS startups, followed by Santa Catarina, 16.3%, and Minas Gerais, 11.3%. With this, it is possible to see that this movement was already strong in the country.
In 2021, a survey conducted by IDC Predictions Brazil predicted that almost 43% of companies in Brazil intended to use some cloud management system. And in the 2022 survey , approximately 97% of businesses in the country already use some cloud system. That is, within a year, SaaS platforms have grown significantly and dominated the market.
Therefore, for customer service operations to be in line with the market and not miss out on any business opportunities, it is necessary to adopt these cloud solutions as quickly as possible. The reason for this is the acceleration in their adoption by companies in Brazil, as shown in the data presented.
What are the benefits of cloud-based service platforms?
Now that you know what a cloud service platform is, understand its advantages and how they impact your operation.
1- Simple and fast implementation
One of the most notable and relevant benefits is the quick and simple implementation of the SaaS platform in the operation, because with agility, it is easier to start working, without much impact on planning and actions. In addition, there is no risk of losing business opportunities.
As it is a cloud-based system, the company that contracted the service simply needs to have internet access to access the software and start setting up the desired service flow with the available resources.
2- Opportunity for customization
Since each service operation has a different focus and objective in the market, cloud service platforms needed to be flexible and offer customization for their customers. This is the only way to cover the market and ensure the success and adherence of the solution.
So, a company that provides several resources and tools within the platform that can be used in different ways for your operation is the ideal solution to choose. However, you need to be careful. Not all SaaS solution businesses offer this benefit, as the Atende Simples platform does, for example.
3- Cost reduction
Another great advantage of these solutions is the cost reduction they can cause in customer service operations. This is only possible because to use this service, you do not need to purchase equipment, robust machines or buy different software for different hardware, as everything will be in a single solution.
User data is stored in a specific cloud database and can be accessed at any time and from any computer connected to the internet.
In this way, the company that hires a SaaS service platform will have to worry about reducing costs.
4- Easy mobility
As previously mentioned, as it is a cloud-based system, that is, completely online, the mobility of operations is open and much easier, as there is no need for a physical infrastructure to function, just the internet.
Therefore, companies are free to work from wherever they want and choose how they want to do it.
5- Integrations
To ensure that there is no need for other services, some cloud service platforms offer the possibility of integrations, with different solutions, to ensure centralization of the operation.
This makes your management more robust, complete and allows you to monitor all customer support actions.
Home office and how service platforms help with the model
Working from home is a trend that has been growing over the years due to technological advances. In Brazil, in 1997, the work model was officially presented at a “Home Office/Telecommuting Seminar - Business Perspectives for the Third Millennium”. And, in 2017, teleworking was recognized in the “Consolidation of Labor Laws in Brazil”, with Law 13,467 .
According to a survey published in Assespro-RS , the number of people working remotely grew from 35% to 51% worldwide between 2017 and 2018. Therefore, although the practice of working from home only gained momentum after social distancing, caused by the COVID-19 pandemic, it was already a common practice for many workers and companies.
Currently, 85% of companies have adopted home office during the pandemic, according to Infomoney , making this possibility a major reality for the modern job market. And some advantages of this model are undeniable, such as:
Capital savings for the company;
Saving time for the company and employees;
Autonomy for the company and employees;
Freedom for the company and employees;
Therefore, for companies that offer customer service and want to transform their physical offices into a home office system for all their agents, it is necessary to adopt cloud service platforms as a solution for remote operation.
