The world has looked very different in 2020 than it has in any year of most of our lives. This is largely due to the Covid-19 pandemic that has taken the world by storm, millions have caught the virus, which led to many lockdowns and economic shutdowns across the world.
Our global society as a whole has had to make some serious changes, including our businesses. One of the biggest changes that many businesses have had to make is a redefinition of the customer experience. With many people being much more stressed, worried and unwilling to visit stores or businesses in person, companies have the unique challenge of finding ways to offer a good customer experience.
In order to stay on the good side of your customers, and help be a bright spot in an otherwise dark time, this article is going to go over a few tips for redefining customer service during Covid-19.
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Use Technology
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There are many aspects to running a business and getting happy customers. But as NICE inContact reports, you need to put the customer experience first. One of the best ways to do that today is to use technology. Technology can provide a more streamlined and direct experience and can ensure the problems customers have are dealt with quickly.
This technology can include call center software, CRM software, marketing automation software, and many others that can help you better understand the needs of customers, and ensure you meet those needs. Also, as many people are at home more often than ever before, you also want to ensure that your mobile experience is high-quality.
You want to make it easy for customers to shop your products, consume your content or interact with your company in any way. However, you also want to consider finding ways to make technology more “human”. This can be done through the use of chatbots, as well as providing things like video chats or live chats.
Be Empathetic, Kind and Understanding
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During a pandemic, many people are struggling and experiencing a lot more stress than ever before. Millions have lost their job and even while things are slowly getting back to normal and economies are reopening, many people are still unemployed. In addition to them, millions of others are worried about their future, how they are going to stay safe, and have many other concerns.
As a result, it is more important than ever that your company be kind, empathetic and understanding. You need to understand the mindset of your customer, and where they are coming from. Your company needs to show that you care more about your customers than you do about profit. Go the extra mile for them, and find ways to make things easier.
Doing this can ensure your customers have a good experience with your company, and you don’t contribute to their growing stress levels. If you can help customers feel better and serve them well during these times, you could have a customer for life.
Give Them Frequent Updates
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These are unprecedented times and companies and the public are simply trying to go with the flow as best as possible. Things seem to change on a weekly or sometimes daily cycle, especially when new restrictions or changes are introduced. In order to best serve your customers, you need to keep them in the know.
All these changes can create a fair amount of disturbance in your internal processes. Stay on top of your tasks with a team task manager, so you can ensure both your customers and staff get the support they deserve.
Whenever a policy changes, your hours change or any other deviation from normalcy happens, you need to give your customers updates. This will ensure they are aware of these changes and can adapt.
There are few things worse than making a trip to a store, only to find out the hours have changed without any mention online. If you want to keep customers happy during Covid-19, you need to keep them informed.
In conclusion, Covid-19 has required a redefinition of the customer experience for many companies. By using technology, giving frequent updates and being kind and understanding, your company can continue to serve customers well during these troubling times.