How to Transform Help Desk Services With Cloud Computing
Eliza Medley

Support service is one of the key links between companies and their customers. Typically customer support services are implemented two ways: on-premises and in the cloud. The first is classic, and may be the structure that supports your company's approach to customer service; the cloud, however, is taking advantage of modern technology, to improve the quality of customer service. Each approach will be discussed here.

How does cloud computing improve the customer service experience?

Availability of information

In the overwhelming majority of companies, access to information about customers is provided through a personal computer. This limits the specialist's capabilities by binding the employee to a specific device. If the equipment is in the office, then service must also be delivered from the office.

The cloud solves the problem because all information is available in it. A specialist can enter the cloud from any device or city in the world. Need urgent information about a client's problem? Then use your smartphone. HubSpot is a prime example of organizing such a workflow. CRM is available as a mobile application for smartphones. Therefore, your support team can be in touch from anywhere.

Big data

Technology opens up tremendous opportunities for companies. However, it also requires substantial resources. This circumstance is one of the reasons that the digital breakthrough has led to an increased expense. Organizations have to allocate additional budgets to manage big data from multiple sources. In particular, for the purchase of equipment, installation, maintenance, and repair.

Cloud systems exclude this. They offer a special form of partnership in which the company leases a service. Instead of purchasing hardware, installation, and maintenance, the organization pays for the software, storage, capacity. They also relieve the organization of the burden of unnecessary responsibility. Here, system and data management are solely the responsibility of the cloud service provider.

Reduced costs

In part, this paragraph is a continuation of the previous one. With a local support team, the company needs to ensure that the related software is working properly. This is fraught with more than just financial costs.

Running checks, installing updates, and fixing errors all take time, which can be spent more efficiently. IT teams working in the company are forced to provide support services. This inhibits the digital transformation of the organization.

It seems like a step like this is necessary; actually, however, this is not the case. Cloud services provide standalone software operations without the need for maintenance by cloud architects on your team.

These tasks are provided by the software owner. It is he who must search/fix errors, collect data on emerging problems and eliminate them. The specialization of cloud service owners in the provision of quality software allows you to perform the above tasks faster and more efficiently.


Any company strives for development. However, the expansion of the market is invariably accompanied by an increase in the customer base. This circumstance is especially critical when growth occurs suddenly and rapidly. The challenge of delivering quality service becomes challenging because the original software may not provide the required capabilities.

Cloud computing makes this transition seamless. Providers have colossal resources, guaranteeing the scalability of the client's business at any rate of growth. As the company develops, the supplier simply expands the corresponding capabilities. For example, HubSpot is suitable for small and large businesses. This allows him to grow with the company.

Environmental friendliness

Maintaining your server invariably consumes resources. In particular, electricity. This increases costs for the company and has a negative impact on the environment.

Cloud technologies exclude this. The provider provides the company with all the benefits of the service, eliminating the need to maintain its servers. This reduces costs and increases the environmental responsibility of the organization. Not only is cloud computing more beneficial for the environment, it can also be more ethical. Ethically-sourced data is a huge must for businesses in the modern world, if they don’t want to risk a major scandal.

Remember, the perception of a company depends on many factors. Support is just one component. The presence of typos in the texts and manuals on the site can greatly spoil the impression. To avoid grammatical errors, use special services like the essay writer pro. This ensures that your content is of good quality and allows you to get the most out of cloud-based support.

Disaster recovery

Cloud providers understand what customer concerns can be. The issue of disaster recovery is one of the most important. That is why providers pay special attention to this aspect.

To ensure the safety of customer data, cloud service providers implement an automatic backup function. The client can choose such frequency independently.

Often, providers offer several options for the frequency of backups. Thanks to this, the company receives a guarantee of data safety. As a result, disaster recovery is seamless.

Automatic updates

Local software requires maintenance. It is necessary to monitor the release of updates, install them, test, and run. Such work takes time. Moreover, both employees and members of the IT team, and customers. While specialists work overtime trying to integrate updates into the infrastructure as quickly as possible, buyers simply wait. This is fraught with losses for the company.
Using the cloud eliminates such situations. The software is maintained by the service provider. Therefore, the client does not need to be interested in the release of new versions or start the installation. The process runs automatically. Vendors are interested in providing the most functional, stable, and secure software. Therefore, such tasks are performed as quickly as possible.

Minimizing downtime

It is impossible to eliminate downtime with local storage. First of all, because not everything is in our area of ​​influence. Power outages, bad weather, natural disasters - such things cannot be influenced.

Each of the above incidents leads to the fact that the customer support service is left without the necessary software. There is no way to solve buyers' problems. However, customers do not cease to want to find answers to exciting questions. In summary, accidents are costly for organizations.
However, uptime is a key metric for the cloud. Realizing this, suppliers use all available resources to achieve and increase it. In the event of downtime, elimination becomes a top priority for the provider. Also, vendors have other locations where backups are stored. This ensures quick recovery in the event of an emergency.


This is probably the key metric for the quality of cloud services. Therefore, suppliers ensure maximum security. This is done through the use of a huge list of special protection measures and protocols. For a cloud provider, security determines reputation. Therefore, here it is invariably of the highest level.


Cloud-based customer support services are faster, more accessible, more powerful, and more secure than on-premises. They improve the quality of service while also minimizing company costs and providing first-class operational stability. Implementing these guarantees the best customer experience.