Data Backup & Recovery Blog

Understanding and Meeting Customers’ Cloud Service Wish List

Posted by Stephanie Aldrich on February 18, 2016

network.jpgCloud based customer satisfaction is directly related to the efficiency and quality of the cloud services provided and the type and extent of the cloud support given. Customers demand customized services, depending on the nature of their business. Therefore, it is necessary to realize what customers actually need and what types of services are best for them. Detailed communication must be provided through strong and reliable customer support services. In fact, open communication is one of the best ways to make clients satisfied and happy. 

Ways to Make Clients Happy 

When customers subscribe to cloud services, they analyze the nature and coverage of the service(s) available against their wish list. These wish lists are usually based on data that is obtained offline and online, from assessing a trial version of a cloud software, or based on other users’ review of the company and product. If you look deeper into these wishes, however, you will quickly discover that there are two distinct wishes: specific wishes and generic wishes.  

Specific wish list is based on "best fit" features that are actually demanded by clients, belonging to a specific industry, such as the healthcare or financial industries. It is possible that such customers may demand a cryptographic algorithm for strong encryption. It could also include such specific wish list as "data de-duplication" or "high security", as part of their service. Some may consider the absence of "bare metal restore" or "continuous data backup" as deal breakers. 

Generic or common wish list is usually comprised demands from customer majority. Such client groups have a set of "minimum expectations" from the cloud service provider. On demand "availability", "flexibility", "scalability" and / or "data recovery" are some of the features commonly expected by a potential customer.  

SLAs Keeps Services on Track

Support services are bound to provide efficiency and quality of service that are described in the Service Level Agreements (SLAs). Vendors are responsible to give in-depth details of their services and deliver the quality as promised. Cloud service providers who overlook their promises and deliver low quality services will quickly learn that their reputation is tarnished and their number of customers decreases. 

Promises Kept

In reality, cloud service providers, who are capable of delivering what they promise, get long lasting benefits in the form of customer satisfaction, increased business, and improved reputation. Whenever new customers need well-organized and dependable services, they prefer to a select service provider with good reputation. Leading cloud backup service providers put their resources into customer service by building an enviable reputation to grow their business. 

Service providers must provide what customers expect from them. They need to properly utilize their energy and time understanding current market trends, potential demands of clients, and services provided by competition to ensure they provide industry-leading service. By understanding both the specific and general wish lists of customers, service providers can gain market differentiation by providing guidance for these areas as organization seek to find the best solution for their needs. 

Topics: Data Recovery, cloud backup, cloud backup service, cloud backup providers, cloud service, SLAs

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