The COVID-19 pandemic has brought many obvious problems to businesses, but far fewer obvious solutions. Therefore, today, business leaders are aware of the need to effectively communicate, serve and support their customers.
The higher the quality of service, the more likely it is not to lose your audience in this unstable time. In this article, we’ve rounded up a few of the top customer service trends that will be relevant through the end of 2020 and into 2021.
How to improve customer experience during the COVID-19 pandemic:
- Accelerate digital transformation. This does not mean that you need to completely go digital. Especially if your niche is not adapted for online. But those business processes that are possible online should definitely be transferred to the digital field. And this task should be prioritized. For example, use chatbots and instant messengers to communicate with customers, and implement e-document management to work with invoices and invoices.
- Improve customer experience. The payback of this factor has already been estimated by many large companies. According to BRP, retail stores can achieve up to 25% revenue growth by improving their customer experience on the site. We can share a similar but real case – read, how the redesign of the Whiskey Corner website helped attract more visitors to the restaurant.
- Respond quickly to changes. “Un-adaptive” or “maladaptive” is an adjective that describes today’s business outsiders working on linear queries. Leaders, on the other hand, regularly audit and understand market dynamics amid the pandemic. Therefore, they manage to be flexible with existing and new customers, adding value to their own business in their eyes.
- Be hypersensitive. Customer confidence is undermined, so their trust in the business is now more important than ever. Reviews, likes, and reposts in social networks, unsubscribes, comments – all of this allow you to collect data on how customers feel and what they really need.
- Take a fresh look at employee experience. This is the other side of the customer experience coin. Major players are already using this period to identify gaps, evaluate opportunities, and improve systems and processes internally. If employees feel productive, safe, and valued, then the company will have long-term success in working with customers.
Detailedcrisis action planpreviously provided by Webpromo CEO Yuri Kopishinsky.
However, the implementation of any improvements related to the quality of customer service is, first of all, a discipline. Do not start your journey without a clear strategy, otherwise, the efforts to translate plans into life will be in vain. Also, remember to stay loyal to your customers. Until now, they have the right to expect from this or that brand anything, anytime, and anywhere.
