It has been 429 days since the first case of covid came into light and the world as we knew changed. Businesses had to pivot to cope up with large service volumes and growing customer requirements.
According to a study conducted by Accenture, 71% of consumers reported spending more time online during this crisis. With the population increasingly spending more time online, do you think you are fully equipped to tackle all the challenges this crisis has brought?
We have come up with a few tips that might help you deliver an exceptional level of customer service and thereby enhancing customer experience.
- Re-evaluate the way you solve customer concerns. According to Harvard Business Review, low performing customer service reps were 27% more likely to hide behind policy on Covid-19 related calls than their high performing peers. So it becomes imperative to update the policies as per the current reality in order to better assist the customer during this difficult time. Empower your reps to be customer advocates. According to the same study, 77% of customer effort was reduced by the use of advocacy language.
- Reach where your customer is. It does not matter how digital you were earlier. Go back to all your service channels, evaluate and prioritize your customer service channels. With the lack of information about tomorrow, it becomes a necessity to keep your customer informed to maintain the faith the customer has in your brand. Take your business to your customer’s home.
- Go back to basics. I can’t stress this enough, if you don’t care about your stakeholders, they will not care about you. Consumers want to be associated with a brand they can trust, someone who makes them feel safe during a crisis. According to research by McKinsey, 64% of customers choose to buy from a socially responsible brand. The way you can step up to these challenges is by simply caring about your customers, your employees, and your community.
- Be agile. Empower your employees to be agile with new customer experiences. With new consumer needs arising during this crisis, we need to be able to come up with solutions quicker. Make “test and scale” teams, they will help you innovate with customer experiences with growing consumer needs.
- Listen to your employees. Your customer service team works on ground zero. Listen to them, come up with feedback collection frameworks to help you stay updated with changing customer preferences. Sadly, while 78% of frontline employees report their leaders have made customer experience their priority, nearly 60% say they believe their ideas for improving the customer experience often go unheard. Investing in tools and technology to rapidly collect feedback and ideas in real-time can make a huge difference to the level of customer service delivered.
“COVID-19 has hit the fast-forward button for us. Customers are demonstrating behaviors we didn’t expect until 2025. Now, businesses must catch up. Using the digital to create business continuity is no longer nice-to-have. It’s the new normal.” – Edwin VanderOuderaa