Dallas, TX, United States, 04/14/2021 / Khloe Kimball /
Dallas, TX – We’re all tired of the pandemic — but the aftermath of it is not going anywhere. Like other lines of work, customer service and contact centers have been altered to a whole new level. We tumbled and fell during our initial transition phase — but we know the rules of the game now. All that’s left for the service workers and customers is to reap the benefits.
Why Turn Back When Things Are Looking Good
No matter the industry, better customer service is consistently being reported.
Deloitte Consulting’s latest marketing trend survey found that 58% of respondents could think of at least one company that made improvements since the outbreak has started.
Whether it’s a small chain of cupcake bakeries or a billion-dollar tech empire, the pandemic has forced CEOs to rethink. It gave businesses a chance to re-evaluate who they are and how customers should be treated. After all, customer treatment goes a long way.
Let’s look at some pandemic buying behavior trends:
● 3 in 5 consumers have switched who they buy from
● 88% will stick with their newly discovered brands
● 9 of 10 consumers valued resolution of issues above all
Do these trends tell an unspoken story? We believe so. Certain companies are losing traction while others are flourishing. At the end of the day, the level of customer support matters arguably more than the service itself.
Further, the 88% shows that companies that are innovating their customer service towards remote actually works.
Billions Invested in Tech by Leading Companies
As leading businesses of their respective industries, companies like Google, Twitter, Facebook, and Microsoft are investing billions in remote technology in order to improve efficiency and customer satisfaction. While some of their workers will return to offices, others will not.
With the pandemic has come prominence in real-time messaging support, assistive AI, self-service, automation, and more carefully constructed self-help resources. Email support and calls are still readily available, but technology has allowed customers much better alternatives. It’s also helped support workers who are often overwhelmed by increasing customer demands.
With demand comes supply. As global companies sought out better customer support software, entrepreneurs and established software companies alike are vying for their attention. After all, it seems that new software products or alternatives come out each hour — all claiming to be the next big thing.
But, there are certainly gems in the mix that will continue to flourish worker and customer needs without a doubt. The century of call centers may very well be over.
Release ID: 17742
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