A new user base experienced cloud communications for the first time when companies had to create virtual work environments. This rapid adoption of cloud technologies was a necessity to keep business moving during the pandemic. Those new cloud adoptees and many that will follow, as digital transformation accelerates, likely have questions and concerns about the technology. To support first-timers, we’ve put together some critical cloud communication tips.
With these learnings, new users can navigate their path to becoming confident with cloud communications.
What Is Cloud Communications?
First, let’s define the term. Cloud communications is a platform for the delivery of enterprise functionality in one central hub. Businesses of all sizes use it, as it provides many advantages. Within this one application, you can streamline communication and collaboration tools and efforts.
Accessibility allows for work from wherever because users only need a device, internet connection, and a login. Because it lives in the cloud, there’s no requirement for on-premises servers or maintenance. It’s easily scalable, cost-effective, and boosts productivity.
With all its features and functionality, most platforms are intuitive and simple, so hours of training aren’t likely necessary. However, for first-timers, jumping into new technology can be overwhelming. If your organization recently launched cloud communications or is considering it, these tips will help all your users.
6 Cloud Communication Tips for New Adopters
To prep your team or ensure they effectively adopt the technology, build your strategy with these tips.
Centralize Training
With cloud communications, you have file-sharing capabilities. Create a library of training for each aspect of the platform. These can be how-to-use tutorials for things like video conferencing, screen sharing, or phone setup.
Those are just the basics, so you could supplement that with best practices that help users feel comfortable. For example, include content around looking good on video calls with tips on lighting, webcam angles, and more. If people feel comfortable, they’ll use the tools more.
Define the Value of the Cloud
When companies make fundamental changes that impact workers, they often don’t say why. Instead, they roll it out and hope for the best. A more effective approach is to define the value of the cloud. Talk to your users about how it will make their day easier.
For example, your employees can make and receive calls from anywhere with the cloud because you’re using VoIP (voice over IP). They can use the app on their desktop or mobile phone. That gives them more mobility than legacy phones.
There are many other use cases regarding cloud communications functionality. So, spell out how they support your team. When they recognize the value, they’ll invest the time and effort into using the tools.
Talk About Security
Using the cloud for communications and collaboration involves a different security framework than an on-premises solution. Your provider is hosting the platform and creating layers of security. However, the security of data and devices is still a shared responsibility in your company.
Educate your team on the latest security infrastructure and how it’s different. Offer them knowledge on how to remain secure whether you’re in the office or at home. Security concerns can impact adoption, so being transparent about the topic is imperative.
Test the Platform with User Panels
If you are comparing various platforms as part of your buying journey, then test those out with users from different areas. Get their feedback on what was easy and what wasn’t. This exercise is a way to grade usability and get honest responses from those who will use the solution every day.
By letting different types of users demo it, you’ll also get unique perspectives. Not everybody is going to use the platform in the same way. It can help you get more specific about role features.
Discuss with Users How Cloud Communications Can Improve Service
An integrated cloud communications product can affect your customers, too. By providing these tools to your customer-facing employees, they will likely be able to serve customers better. A host of functionality enables this, from team chat to get answers fast while helping a customer to integrations with CRMs (customer relationship management) for context.
Go over all the pluses for customers, and your team members will see how the tools allow them to do their job faster and with accuracy. It’s a path for empowerment for your employees, and they’ll be enthusiastic about the opportunities ahead.
Provide Technical Support
The last essential cloud communications tip is communicating to users that they have a support lifeline. Technical issues can frustrate and be an adoption barrier. You can have both internal technical help and support from your provider.
In your training library, you can include the most-common tech issues for them to self-serve. To complement that, you’ll want to provide the option for phone or online chat support, too.
Ensure Adoption of Cloud Communication with First-Time User Tips
All these practical tips enable a smooth path to adoption. Change is hard, no matter how beneficial. Keeping communication open, honest, and transparent will be crucial. Using the right cloud communications platform is as well. Not all are equal.
To see how these tips align with an actual product, be sure to view our platform, Intermedia Unite. Experience its features and capabilities today.
Kirsten Barta
Kirsten Barta is Sr Marketing Communications Manager at Intermedia
April 15, 2021
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