As a result of the pandemic, a lot of businesses started switching to virtual spaces to conduct business and make. During such unprecedented times, businesses tend to lose customers because of making the shift to virtual platforms. When businesses shut down physical doors customers no longer interacted the way they used to. In times like these, businesses have to work on various things like communicating clearly with their customers and informing them about their products and services, making attempts to better understand customer problems related to products or services being provided, making cancellations easy, educating customers about new product releases, making customer care support more accessible, etc.
How businesses are providing customer support amidst covid
Offering 24/7 help desk support
Offering round-the-clock help desk assistance brings a lot of advantages to businesses. 24/7 customer service availability helps businesses register more help desk tickets and also helps them in immediate ticket remediation. Unlike traditional customer service that is limited to office hours, 24/7 customer service availability helps businesses cater to their customers and their needs at any given time of the day. This not only showcases a positive commitment to their customers but also helps them increase their customer satisfaction levels.
Personalization
When businesses shut doors due to the pandemic a lot of them saw a loss of customers-business bond. Situations like these lead to a lot of chaos and even now and then can result in customers switching to other businesses and brands. This not only brings down customer loyalty but also lowers profitability. In times like this adding a hint of personalization goes a long way. When customer service agents add a touch of personalization into their conversations it makes the customer feel special and valued. This helps businesses build back the lost connection with their customers.
Omnichannel
Did you know that according to a report by Aberdeen group businesses with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement? This is the power of having omnichannel support. Having omnichannel facilitation not only helps businesses cater to a huge number of customers but also helps them maintain consistent customer engagement levels. During times like these when customers are switching to so many new platforms, it gives businesses an opportunity to increase their brand awareness on multiple platforms.
Self-serve portals
Another way businesses are able to provide efficient customer care support facilities to their customers amidst the covid-19 pandemic is through the integration of self-service portals with CRM systems. From password resets to finding information on how to use a specific product or service self-serve portals help customers help themselves out. As Self-service portals help customers solve a huge number of help desk tickets on their own it helps businesses reduce the number of customer service tickets being registered.
Feedback channels
Enabling feedback channels for customers and collecting feedback regularly has become necessary. With so many new things to learn due to the rapid digitization and virtual space adaption, there are chances of possible mismanagement or unsatisfactory purchases. In times like this collecting feedback becomes even more important. The collected data helps businesses structure their sales and marketing strategies in order to achieve the most optimal results. This will not only help businesses increase customer satisfaction rates but will also help them increase profitability due to efficient sales strategies.
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