CUSTOMER EXPERIENCE (CX) AND “CUSTOMER SUPPORT” IN COVID-19 ENVIRONMENT AND WHAT COMPANIES CAN DO ABOUT IT?ServiceNow’s CEO Bill McDermott said “the world will never go back to the way it was” Customer Support : Employees in support are working from home, without full-fledged access to essential tools, impacting their productivity. They are not trained to work remotely impairing their ability to cope with new reality. Further, volume of tickets for support have also increased across the board (refer to the image below). What companies can do now? “Listen and Learn” from their customers. Companies focused on Cx are in a better position than others to understand how customer needs and expectations are swiftly changing. Start shifting to your customer listening strategy immediately: • Use Voice of the Customer platforms to monitor for mentions of the virus and disease in your survey responses. • Tune your social listening platforms to recognise broad trends among your customers and specific inquiries directed to your brand’s Twitter and other social media accounts. • Work with your customer care team to capture and report changes in customer queries and call volume related to COVID-19. #Cx #CustomerSupport #CustomerService #Tickets #HelpDesk
- April 10, 2023
- Posted by: Gopal Krishna
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