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Building the case for cloud-native apps means building the case for better customer experiences.
Going digital-first is no longer a business want, it’s a survival necessity. As customers around the world became accustomed to instant, personalized online support, technology and software grew to support them. In fact, the cloud-native application industry is estimated to be valued at about $113 billion in his 2021 and to grow to $168 billion worldwide by 2025.
There are many benefits to moving your business to cloud-native applications. The main one is to improve the customer experience and become more efficient.
What is a cloud-native application?
Simply put, cloud-native applications are applications built specifically for the cloud. That is, the application is written and hosted remotely. Both are built in the cloud and run in the cloud.
This is a relatively new category. Prior to the last few years, on-premises software and applications were more common. When the cloud became possible, it was just a product that on-premises software offered to customers. Think of companies like Adobe and Microsoft that slowly moved from on-premises-only to digital-only.
Today, cloud-native applications exist without any on-premises presence. Every step of the process (software development, demonstration, implementation, usage) is done digitally. These apps are easy to manage, update and extend, making it easier than ever to track employee usage. IT teams and businesses can make smarter budget decisions and determine where IT efforts can best be focused.
Related Article: Composable: A Marketer’s Perspective and Roadmap
How can cloud-native apps positively impact the customer experience?
It’s no surprise that applications that power internal teams also benefit external customers, and cloud-native apps are a great example. Here are just a few of the many benefits cloud-native apps bring to the customer experience.
1. Focus on feedback and desired features
On-premises software and applications slow the feedback loop. Implementing customer-requested features in batches can take months or even years. Even if the developer of the on-premises application releases bug fixes and enhancements relatively quickly, the user still needs time to install these software updates locally on her computer.
With cloud-native apps, customers can provide feedback directly on the platform, and your team can receive that feedback and roll it out immediately. A well-designed cloud-native application is divided into microservices that facilitate the implementation of new functionality. There will be more updates and additions throughout the year rather than all at once every few years.
2. Everyone gets answers and fixes faster
It’s one thing to acknowledge the need for feedback and help. Giving customers what they need is another thing. On-premises software and applications can take weeks to properly resolve issues. Cloud-native applications help you find and correct information. Customers don’t have to wait forever for the issue to be addressed and fixed.
3. Personalized support and outreach
With all relevant information readily available in the cloud, it’s easier than ever for customer support agents to quickly get the details they need to successfully resolve a customer’s question or issue. It’s also very easy to connect cloud-native apps together to get a complete picture of the customer in question.
4. Greater flexibility and speed
Cloud-native applications enable IT and development teams to iterate faster and customer service teams to deliver faster, more agile service. Instead of slow loading and waiting miles away for older technology, the cloud is always ready and fast to load. Downtime is also less, and less downtime than on-premises solutions.
Related Article: 5 Digital Customer Experience Trends for 2023
The Case for Implementing Cloud-Native Applications Today
Successfully implementing a new cloud-native application can be a daunting task, especially if your business is accustomed to on-premises solutions and pen and paper. If your IT team wants to work alone, there are hundreds of resources available online. You can also consider using cloud computing consulting services available for migration and infrastructure building.
Regardless of the method, cloud-native applications are the way to go for both your company’s and your customers’ experiences if you want to not only succeed, but grow into the future.
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