Better habits, ‘new normal’ for customer service after COVID-19.
COVID-19 has been on the news and everyone’s minds for months now and it doesn’t seem to be leaving any time soon. The uncertainty that comes with this pandemic has served as an incredible opportunity for companies to transform. For organisations, managing to stay afloat, while also adapting and managing to keep their customers engaged and cared for definitely sounds like Mission Impossible. The time has come to evaluate the previous “normal” that we were used to and the “new normal”. With that said, what can we take away from the crisis as lessons learned to implement in our future and how can we adapt?
What we know now?
Research shows that more than 50% of contact centres will not reappear and will instead be replaced by work-from-home and better digital self-service. As a result, centres that are choosing to invest in technological development will have a greater chance of making it through this crisis. Technology will serve to keep your customers and target audience engaged and, even more importantly, informed with accurate information in an era of information overload.
New habits, lessons learned.
Another challenge for companies has been to keep their databases up to date, amidst a flurry of informational change. Likewise, with phone lines swamped and wait times on the rise, customers are choosing alternative channels for support to avoid waiting times. As a result, customers are looking at company websites for answers through visiting self-service pages such as help centers and FAQ pages. According to research, in many cases, the increase in visits to a company’s online help centers has actually outpaced their growth in support tickets, which means that these resources are helping to deflect requests and reduce the strain on support teams.
To accommodate this speedy exchange of information, automation and technology play a great role, through being able to learn and adjust as we go, feeding the latest information in FAQ pages and chatbots. People will come out of this crisis with new habits and new expectations-it is up to you to either meet these expectations and grow or simply get left behind.
Want to find out more about ways to keep your customers and staff informed?
Contact us at hey@faqbot.co
