Customers are anxious. They’re stressed. They want answers quickly. And customer service organisations are being asked to do more with less than ever before. Unfortunately there’s no escaping the current environment we are living in, and customer service teams are seeing changes as a result. But how exactly are these organisations being affected?
Kustomer surveyed over 150 customer service professionals to find out.
Circumstances Affecting Customer Service Success
Businesses are having to change how they do business and interact with customers during this time. One of the biggest shifts? Adjusting policies. Seventy-seven percent of individuals reported that they have had to learn new policies due to COVID-19. It’s essential to arm your team with the information they need to instantaneously service customers. Make sure your technology can intelligently surface relevant information from a knowledge base, so all agents are delivering consistent and high-value service.
Additionally, 64% of respondents reported a need for greater efficiencies during COVID-19, while 57% reported having to deal with more complex issues than usual. It’s more important than ever to automate low level support with the help of AI, to free up agent time for issues that are more complicated and emotionally-wrought.
How Success Metrics Are Changing
Luckily, it doesn’t seem like customer service success metrics are being significantly impacted by the global pandemic, and in some cases, organisations are seeing improvements. There are large differences from organisation to organisation, even in the same industry, implying that the way a customer service team handles the current circumstances has a huge impact on how customers react. Improvements in success metrics may be happening for a couple different reasons:
- Customer service organisations are taking extra measures to proactively help their customers and deliver empathetic service
- Customers are more understanding and know that organisations are struggling, so don’t have as stringent standards
It’s imperative to keep a customer-centric mindset, as loyalty becomes more essential to secure, and continue to measure the success of your team, adjusting accordingly. Make sure you have access to reporting and analytics, and understand where you’re falling short and where there are greater needs.
While the current environment won’t last forever, it’s important to properly prepare for extreme circumstances if and when they occur again. Our full report has a plethora of additional industry-specific and general data, as well as actionable takeaways you can put into practise today. Download it here.
