How the Global Pandemic Is Affecting Customer Service Organizations

Summary

This webinar discusses the impact of the global pandemic on customer service organizations. The research conducted involved a survey of around 168 customer service professionals from various industries. The COVID-19 pandemic has significantly impacted customer service organizations, necessitating a shift towards empathetic and personalized customer interactions, cost-cutting measures, and the adoption of technology to improve efficiency and support proactive customer outreach.

Main Takeaways

1. The Impact of the Pandemic: The global pandemic has had a significant impact on customer service organizations, with nearly 80% of companies reporting being affected, and over 50% facing a shocking impact.
2. Where Customers Are Interacting: Phone inquiries saw the largest increase in usage, followed by email, while social channels experienced the lowest growth in customer interactions during this period.
3. The Importance of Customer Service: Customer service has become more critical than ever, with 90% of companies acknowledging its increased importance in providing empathetic and personalized service to customers.
4. Facing Financial Realities: Many organizations are facing financial challenges and are looking to cut costs, with 63% considering cost-cutting measures and 46% considering staff reduction.
5. How to Adapt to the New Customer Service Landscape: To adapt to the new normal, companies are focusing on adopting automation, deflection capabilities, and other technological tools to improve efficiency and better serve customers, along with proactively reaching out to customers to address their needs and concerns.

Transcript

Let’s get started here. We’ll let some of the other participants kinda trickle in. We’re just a few seconds away from the top of the hour. I’ll just get out kinda the housekeeping items, and then we can jump in with the actual content.
So do you want this to be interactive? So if you’re Actually, we should do that. Tell me in the chat. If you can in the chat, maybe not in the QA, but in the chat, tell me your name and where you’re from.
Ideally, and put switch your change. Let’s see. How do you do not all panelists, but all panelists and attendees? There you go.
So I know we got Andy and Rafael and Danny. There we go. Laura coming from Los Laura, how is Los Angeles? Are you guys still on shut down?
Let’s see. I’m getting They’re gonna be on shut down for a long time. I I was here in August. Right?
Is that the latest? Yep. Mhmm. Eve Larson. I’m in New Jersey.
Oh, Susie’s coming from New York. Welcome, Susie.
Whereabouts in New York?
Lara from Iowa Office in Cedar Rapids, but I’m in hope. Lara, you’re at home where in How do you say that one? Was it Clinton? Claude Clinton.
That might have to be one of the questions for the rest of the people. Michael come from Boulder. Susie’s in Manhattan too, Suzanne. I hope you’re doing alright.
The Greens.
Oh, you probably wouldn’t know that place being into Hobby Lobby, but, oh, that’s a great memory. Shirley from Toronto, Jean from Texas, guys. Thanks so much for joining. Let’s get started. Feel free to go ahead and, use that chat. You can put all panelists or all attendees.
And you can kinda chat with each other, chat with me.
I think I’m good at multitasking. I’m not that good, but I think I’m pretty good.
But let’s get going. Oh, Lara did say, Andrea, it’s Quaton.
I like it. Alright. Well, Lara, thanks for joining. That’s a new one for me. Jenny from Texas. Thanks for coming in. So we’re gonna be talking about how the global pandemic is affecting customer service organizations.
One of the things we just thought was interesting you guys with lot of interesting opinions going on out there about customer service and how people are dealing with challenging times. We thought it would be more interesting to actually go out and survey a couple hundred companies to figure out what they’re actually doing. And so our research director Andrea Paul facilitated this research. She’s gonna tell us a little bit more about it, the why, the what, the how, the when, the who, etcetera. So Andrea thinks so much for joining. And how are you doing?
Great. Panging in there. I’m in Brooklyn. So sort of also in the heart of things, but lucky to not be in complete isolation here. It’s a beautiful day outside. So I’ll probably go for a walk.
And you have a really cool brick wall in your background, by the way. I do. Exactly.
So to start, can you I I was trying to piece it together, but tell us just a little bit about the research and and what it is give us that kinda quick foundational.
Yeah. Absolutely.
So I think from my personal perspective, doing research here at Kustomer, You know, we had been putting out a lot of content based on, you know, singular conversations that we were having with various customers, We sort of had our finger on the pulse as to how customer service organizations were being affected, but every organization is is different. We didn’t wanna sort of fall into the trap of all of the buzzy phrases that people are using of in these challenging times and and we’re all in this together. And I really wanted to come come to the table with a data driven approach, with real hard facts as to how customer service organizations are being, being affected. So what we did was we went out and we did a survey of a variety of, industries.
So we ran the survey between April first and April tenth We received, I think, around a hundred and sixty eight responses.
They were all customer service professionals based in the US, working full time.
And as I said, we did have a variety of industries. So in the full research report, we dive into a few specific industries as well. Good. K. Well, I think that’s a pretty good setup. Again, we’d love to hear some of your guys’ questions as to what do you wanna hear about what is working and not working?
But let’s see if we can go through. I asked Andrew. I said, hey, maybe we can just go through kind of the big findings and then I’ll hit you up with a couple deep dive questions, but we also wanna get the audience interaction here. So again, open up that chat box chat bot chat box.
And just throw a number in here. What do you think? What percentage of companies customer service leaders re report being affected by COVID. You think it’s a hundred percent? You think you got some people in the ten percent, you know, just It’s not that big a deal. It’s not really impacting me that much, more right in that fifty percent.
Looks like we got some we got ninety, eight fifty, forty, sixty, seventy. You guys are using all round numbers. Come on. Oh, there you go, seventy five.
Surely, seventy Marie is going with ninety five.
Thomas has got fifteen, fifteen percent Thomas. Fifteen. Okay. I’ll go with fifteen.
Survey says seventy nine And the and he put ninety three point seven three seven. Thank you for the three deaths. Very specific.
Seventy nine percent, Andrew. Was this surprising? I mean, part of me thought it would be a hundred. Part of me thought it might be one twenty five.
I was torn on this one. So I think the keyword here is this significantly impacted. So the way that this question was actually formatted in the survey was on a sliding scale. So it went from not affected at all to, affected a great deal.
When you look at affected a great deal, we obviously had a description in there. We said, it means massive, massive differences in your business. So whether that’s conversation volume, policy changing, customer attitudes, That was the highest end of the scale. And there were, I believe, fifty two percent said that it was like a shocking massive impact to them.
And then an additional twenty seven said that it was a significant impact which mean meant large differences in how their business is operating. So those two together, you get seventy nine percent of people that are you know, this global pandemic is packing a really, really huge punch for them. But the one thing that I will call out is that only one percent of the organizations that risk responded, said that there was no change at all due to COVID nineteen. So that ninety nine percent, ninety eight percent guess was actually probably more accurate when you think about it.
Like that. So so so it just a one percent only one percent of companies said they basically weren’t affected. So almost a hundred percent of people sit there basically.
Doing things differently. I’m gonna answer this question from the chat, but I’d love to hear from the audience. You guys, if you had to answer that question, you know, for your own business, were you significantly impacted? Just yes or no? I’d I’d love to hear that significant word is, I think, to Andrea’s point pretty.
It’s it’s pretty different. I don’t know if I caught that the first time around, Andrew. So while people are throwing that in, Here’s a question from Abby. What types of companies are part of the hundred and thirty?
Oh, she’s hurting us with the hundred and thirty. Hundred and seventy, Abby, What types of companies are part of the hundred and seventy? How did you arrive at the sample set? Oh, good question.
Yeah. Absolutely. So we sort of sent out this survey in a variety of different ways. We worked with a company called QualTrex, in order to actually build the survey and then send it out to their network. We also sent out the survey to our email database, which is largely made up of customer service professionals, but there were sort of qualifying questions, at the beginning of the survey to make sure that Everyone that was filling it out worked within, a customer service role, fully employed at time that they were taking the actual survey based in the US.
There were, I think, of, about ten industries to choose from. So it ranged from retail, financial services, government, health care, travel, food and beverage, CPG, And they had to fall within one of those ten. It’s, you know, the basic, big ten that, you would think of. And then, a certain revenue threshold annually. So it could be a small business with, you know, ten employees.
It could be a huge business with ten thousand employees, but we just wanted to make sure that we are actually reaching individuals that were sort of had their finger on the pulse, during the time. And Abby, we can get you. We actually, at the end, have a link to the survey. And if you wanna dive a little more into the demographics to see some of the splits, right, if you’re a particular industry and you wanna see how you compare with some other industry or size of company breakdowns, let us know.
We’ll make sure we get that to you. Alright. Another question for the group. What channel has seen the biggest increase in usage.
So thinking about customer service, we’ve got all these different channels that are being hit to obviously phone, email, social, chat web, etcetera.
Which one do you think is the biggest increase in usage due to COVID nineteen? People using more web, chat, social, email, phone, throw that in that chat. Man, I love this. This is so much fun. It’s like a real time polling.
You know, I love that everyone’s participating too. Oh, phone and when that is busy email. Like that, Laura. Christopher went with phone, Shirley’s social, web and social, Emily email, Mike, web and oh, it’s Maria.
Maria, she cheated. She’s using web and chat. You can’t use two here. You got Rafael, phone and chat, on teasing.
Mending went with the web and social and the email. Does phone include tag too. Andy’s kinda going with text. No. We did have a separate SMS section. So, no. Phone is voice.
Vo phone is just voice. The text would be separate. Great one. Yeah, Andrea, I’m not really seeing a cons I’m not really seeing a consensus from the group.
It really is it’s all over the place. It is. Well, Melody said email for us, email and phone. Let’s see what the survey said and see if we can’t make sense of it.
So talk talk through this one a little bit. Yeah.
So the answer to the poll question that we saw across industries was, phone. So voice was seeing the biggest increase, but Across all industries, across all channels, we saw, a seventeen percent increase overall in terms of customer service inquiries during the global pandemic, as I said, you know, phone inquiries were the largest uptick. There was a thirty four percent increase there. The second followed by email, twenty eight percent. So I I know a lot of you picked those two as the tops.
And then that was followed by web at a twenty four percent increase. Social channels were actually the lowest that we saw with, just a seven point two percent uptick and SMS was on that, that section as well. So, you know, I think the main takeaway here is, like, yes, there are a lot of companies or seeing or did see in the last month, sort of a surge of activity due to, this global pandemic, customers are just having way more questions.
They wanna know, you know, how how are you keeping them safe, are there fulfillment issues, are there shipping delays?
And the thing that this says to me with phone is, like, you know, that’s sort of the old standard in terms of higher contacting, and you want an answer immediately. So you pick up the phone and you ask, So, yeah, I mean, I I thought this was a very, very interesting results that we got here. Yeah. Yeah. Multiple questions coming in and keep them coming you guys. So let me see if I can get a couple out here.
While I ask these, I’d love to know from the audience. Did you guys see an increase or decrease increase or decrease in service requests since, you know, call that March, like, the COVID pandemic at March, you know, tenth eleventh. So a couple questions here.
Are there any major differences when you sort data by industry? This particular thing, Andrea. Did you see something there?
Yeah. So I think the one big difference that we saw, was in retail, which makes a lot of sense, you know, businesses sort of down in retail. People are not necessarily making superfluous purchases right now.
And so there was a dip in retail specifically in terms of customer service inquiries, basically across the board for everything else, it was an increase you know, if you think of travel and hospitality, they might have a decrease or they most definitely have a decrease in business, but because so many people have future travel plans you know, their customer service inquiries are still skyrocketing.
So, yeah, retail was the one outlier here that we saw. Yeah. I think, and again, that’s some of that industry-specific stuff. We don’t go as deep in it here, but in the actual report, you can get some of that.
This one’s an interesting one from Michael. Thanks for this one, Michael. He said, hey, did you get a baseline for which channels where we’re seeing the most traffic from, like, a base percentage? So for example, pre COVID, know, what percentage of traffic was coming through voice versus email and chat?
And then you saw that increase? Or how do you think about that?
Yeah. So the quest the way that the question was formulated was sort of, self reported. So we didn’t say, like, here is what the channel number was before and the volume after. It was just what would you guess the percentage increase is across each of the channels?
So there wasn’t any sort of, like, baseline because we did have such a large loss of companies across industries, across sizes, We just ask self reporting, for percentage. If companies didn’t, have all of these channels. If some of them, they didn’t utilize, then they didn’t have to answer the question, and they can say not applicable. I think that yeah.
And a couple people ask that Rafael just asked that one. He said, Did all the people actually use all these channels? Or and it sounds like no. Right?
I mean, a large mix. We saw some people using some is you’d expect. Some people had some channels. Others people did not have other channels.
Got it.
Okay. As I look through this, it looks like most people have seen an in oh, that’s not true. No. You know, I’m looking through maybe these thirty, forty responses.
You got a lot of people are saying they had an increase themselves, Andrea, in service. A lot of people saying initial spike, and then it’s been decreasing steadily. Yeah. And that’s something to keep in mind that we did run this survey between April first and April tenth.
So that was about a month ago, and they were probably reporting what they saw for the previous month as well.
So things have been changing very rapidly as we all know. Amen of that.
I don’t know if I worded this one right. Andrea, but again, I’m gonna go to the audience just for a second here. What percentage of companies reported difficulties working remotely. So, obviously, we all made that big shift, and you’ve seen some things out there, a lot of companies going remote due to the crisis that they obviously can’t work in the office. What percentage of those companies reported difficulties working remotely? You can think about yourself ten percent, twenty percent, thirty percent, a hundred percent.
I’m gonna put a guess out there.
I’m gonna put a hundred percent.
I’m kind of an extreme person. I’m either you’re in or you’re out. I just feel like Andrea honestly about our own situation. I mean, we made it quick here at Kustomer, within just a couple days, and I forgot my screen, and I forgot my, you know, I did not have my office. We just moved into a new house at all these boxes and my family. Hates me now. So I mean, it’s just so frustrating.
Let’s see what the audience said.
Britney, seventy five Nigel.
Everyone’s now making fun of me with the double decimal place here. So ninety six point two five. We’ve got ninety what is NDM equal? NDM?
I don’t know if I know that, Jenny. Sorry. Fifty seventy five sixty eight twenty oof.
Going for twenty, we had a couple of those low ones. Sixty seven point eight.
So I did a little bit all over the board. Let’s see what kind of the data said here.
Oh, what what did the data say as far as Yeah. There’s a lot of data points on this slide, but I’ll dive into the remote work first. Yeah. So the the first one on there. So I think that there was someone that that guess forty percent. So they were they were the closest year.
You know, thirty I I thought that would even be higher. Yeah. Thirty thirty nine percent of respondents reported difficulty working remote.
And then an additional twenty three percent, said that they didn’t have the tools in place to successfully work in a remote environment either.
So that I feel like that second data point is huge because it’s like, you know, you’re being forced to work in this whole new way and maybe you have an Internet connection in your computer, but, like, if you physically cannot do your work, because you don’t have the tools to do so. That can be super super super problematic.
For companies. So, you know, you should be able to manage remotely. You should be able to pull people in from different teams in order to resolve customer inquiries and if you don’t have the tools to do that without walking across the office and and tapping someone on the shoulder, that could be pretty pretty difficult.
Do you feel like, I mean, obviously, the forty percent, some I’m just reading through some of these other stats. Yep. And they are a little bit su surprising. Yeah.
I could I could walk through a few of these. Okay. Just a couple to jump out. Like, this this fifteen percent report more complex issues.
Why do you think that is? I mean, is it were were people what’s your thought on that one? Yeah. I mean, so there’s two things here that I think are are somewhat troubling and interconnected.
So there’s the fifty seven percent reporting having to deal with more complex issues. I think that makes a lot of sense. You know, we’re sort of going through something that people in our lifetime haven’t really gone through before. It’s not like there’s a playbook, to sort of tell you what to do in these current circumstances.
So it’s really difficult to sort of maneuver this.
And, obviously, there’s probably customers that are more emotional, more stressed out than they’ve ever been before.
So I think the problems just become more and more complex.
The interconnected data point here that I would call out is the seventy-seven percent, having to learn new policies. And I think that that’s a reaction to just that. Right? It’s like we wanna make sure that we’re getting ahead of any of these more complex problems and issues that we haven’t had to deal with before. And so we’re proactively putting these policies in place, in order to do that.
Yeah. I’d be interested. I mean, Lara, it sounds like that fifty percent jumped out to you. If you guys feel like you know, one of these stats jump out more than the others. The fifty seven percent kinda jumped out to me just because you you know, all of a sudden, things got more intense. It gets more extreme.
The problems obviously weren’t just your typical. Whereas my order, you know, things got got a little more complex probably with all the problems people were running into. These two also out as well. There’s also the the sixty four percent on the left there.
Having to be more efficient. So it’s like, you know, if we if we’re seeing this spike in activity and we’re also having to deal with more complex issues while being more efficient, it’s just, you know, challenges after challenges sort of stacking up. Yeah. My goodness.
Let’s keep going.
What percentage of companies say customer service is more important than ever before? So with everything that’s going on in the market, how important is customer service to, to an individual business, to an individual company? Let’s see kind of and go feel free to throw those in there.
I’m gonna say nine I’m gonna say a hundred percent on this one again. I think everybody’s using double decimals, eighty five, ninety eight percent, sixty seven percent, twenty percent, twenty percent. Okay.
I don’t think we’re gonna go all the way to twenty ninety percent. What what what’s your take on this, Andrea?
Yeah. I mean, I think it makes a ton of sense that cuss not only do customer service professionals feel like this, but I feel like just an average consumer also feels like this. You know, there’s there’s not really a face of the company anymore. We have all of the storefronts closing.
People don’t get it yet to, like, come in and and talk to someone. You’re a brand. Yeah. Yeah.
And on top of that, you know, a lot of us are in are in social isolation. Like, we might not see people or talk to people for an entire day and calling into a customer service representative or chatting with someone online could be literally the only social interaction they have for an entire day. So it’s sort of shifting that mindset of, like, you’re more than just answering a customer’s problem right now. You’re you’re you have the ability and sometimes the need to, like, bring a lot more to the table.
And be that face of the brand and sort of represent those company values. So I do I would definitely agree that it’s more important than ever. I thought this was interesting because it obviously gets into a little bit of the tactical. What drives that customer experience?
So if we know that the ninety percent is the difference you know, that customer service is obviously making a big difference. What is driving that? This is kind of on the right hand side. Maybe you could start there.
These are the items if I’m not mistaken that kind of stood out that, you know, maybe we should be focusing on more than others to really drive that more so than that they were in the past. Yeah.
So we essentially ask customer service representatives to rank how customers were responding to certain customer service attributes, during the global pandemic, and you can see on the right sort of top to bottom what they reported was being most valued during this time. And the number one thing here is empathetic service. So, really treating each individual, you know, we’re all very stress out during this time. There’s a lot to handle, you know, both financially, mentally, health wise.
So really coming to the table with an empathetic view, when you’re interacting with customers is hugely important. And then fall the second followed up there personalized service. So not treating people just as like a number or a transaction and treating them like, you know, a friend, knowing what their preferences are, you know, I think that can make a huge huge difference. And then number three, which, you know, oftentimes ranks the high when we’re not in a situation like this.
I would I would have suspected pre COVID quick serve is probably number one. Which is, like, you know, that’s a conundrum. Right? Like, you need to treat people in a personalized manner, an empathetic manner, but also get their problem solved as quickly possible.
So it’s, doing more with less theme that we keep seeing popping up over and over again here. Doing more with less seems to be the talk for a lot of people. Let’s keep going.
Percentage of companies looking to cut costs. This one gets into kind of, I think, the harsher reality. Of what COVID is doing to a lot of our businesses, and I don’t know if very many people are immune. What percentage of companies do you think are looking to cut costs due to the situation that they find themselves in Yeah. Feel free to throw that in the chat, ten percent twenty five. You can use your double decimal place there, Thomas, if you want to.
We got a hundred percent eighty two seventy seven ninety.
Definitely coming through Andrea more on the high side. Eighty seven coming from Lara ninety seven coming from Nelson.
So only sixty three.
Sixty three percent of companies report the need to cut cost. Again, I’m I’m kind of an extreme person. I I don’t okay. Maybe this is again, this is one of those industry things, and I think you got, couple people are asking a little bit about this, but different industries obviously were affected differently. How did you interpret this one?
Yeah. I mean, I think we’ve sort of all felt that, in the working world that most people are trying to be more and more efficient. I will say, you know, perhaps from a seniority level, people that were more tuned into budgets might have been more aware of the cost cutting or the staff reduction that that’s needed during this time. Again, this was also a month ago that this was this study was run.
So potentially what’s happening right now versus what was happening a month ago could have been different, but it’s still a vast majority of companies saying that that they need to cut costs during the global pandemic, making efficiency just incredibly important right now. That is. That’s not do more with less. And I think is a common thing.
What are some of the ways people are kind of experiencing this then? Yeah. So, if you look at the stats on the right, we have that, that sixty three percent meeting to cut costs. There’s also forty six percent reporting the need to reduce staff, which I’m sure has changed in the last month as well.
And then there’s fifty nine percent of respondents saying that they now understand that they need to adopt more automation for efficiency or, I think fifty six there says that we need to invest in new technologies. So I think the big thing that this is re revealed sort of to a lot of, customer service professionals is that there were a lot of gaps or potential challenges or issues with their current tech stack or their current strategies that they never had to address before because the circumstances never you know, force them to.
And now it’s sort of like staring you directly in the face. Like, here are all the things that we need to be fixing in order to do more with less in order to be more efficient in order to deliver this, empathetic personalized service And I think, you know, just thinking through how your organization specifically what those gaps are and how you could potentially solve them is is gonna be really important.
Yeah. Look at that one, you guys. That jumped out to me. Anytime you see a ninety ninety percent of CS organizations report the need to adjust policies.
That screams that work from home, which I think is just makes tons of tons of sense there.
And then that bottom one, eighty percent of CS organizations report that need to reach out to customers proactively.
What why the proactive? Why why is that what becomes so important that just kind of the situation again that we’re in? Yeah. I mean, I think it’s both the adjusting of policies and the proactive outreach speak very directly to getting ahead of problems.
In order to try to minimize this, this sort of spike inactivity that we saw, companies realize, like, we need to just proactively outreach to customers, tell them how we’re we’re helping them Tell them how we’re keeping them safe, let them know when there’s gonna be a delay in fulfillment, and then adjust the policies. So if someone’s in quarantine for two weeks, maybe they can’t get to the post office and they can’t return a garment that they bought.
We’ll extend that. Here is proactively outreaching and telling you how we’re adjusting for you. So I think both of us speak very, very directly to to what we’re going through right now. On the tools part, definitely the need to do more with less and find what better ways to do what they’re currently doing change policies, etcetera. He feel there are certain types of tools that customers are asking for more now more so than ever before?
Yeah. I mean, I think you know, I’ve shouted it many times today, but it’s that efficiency efficiency efficiency.
So whether that’s adopting automation, whether that’s having technology that can surface relevant information, to agents to make their lives easier potentially deflection tools so that those low level questions get answered immediately, and that they don’t have to be routed to customer service agents, adopting things to make working from home easier, making managing, agents from home easier. I think those are all gonna be super important for businesses to think through. Yeah. I’m getting it actually through the chat from a lot of you, Britney.
I appreciate that. She actually says automation and deflection is is a huge push for us right now. Same thing with Peter. He says deflection’s a big push for us right now.
I think that is Well, I mean, these guys said it probably best themselves. Right? It’s like we need to be doing more with less.
Deflection capabilities are a way to get rid of it’s funny you guys because I actually don’t like I’m still not liking the word deflection because I hate deflecting customers who are in need. No service.
There you go. That’s right. Enableing self serve. Oh, you’ve got it on the slide.
Yeah. But I do think that it’s where we’ve gotta do it. We have less people. We have some cases more demand, more more requests.
And so finding a way to manage those requests in a responsible way while prioritizing the ones that are obviously extremely hard to deal I think makes a ton of ton of sense. So, bots, the self-service concept, love the work from home collaboration stuff you’ve mentioned here. Omni channel. I mean, we hope we focused a lot on phone going up, but to your point, a lot of channels that people hadn’t used as much still did see an increase.
And so they saw on some of these things like SMS, like, oh, crap. You might gotta do something with that. So, I think that’s super powerful. Guys, we’re coming to kind of the end here.
I know some of you have to jump. Sorry. We’re running just a couple minutes late. Britney, thanks so much for joining.
Real nice comment. There wanted to make sure you saw the resource.
Well we’ll definitely email this out.
So you could look at a little bit more of the industry breakdown. I know a couple of you were asking that.
Michael, you asked a little bit about manufacturing. Andrew, did we have anything in there about manufacturing?
It wasn’t broken out by manufacturing.
K.
Awesome. You guys will do. Pass this along to your team. Let’s get you the research.
Really appreciate the interaction.
Super fun to hear your ideas. Andrea, thank you. Closing comments or kinda summary from the report as you think about customer service leaders trying to win in these interesting times? Yeah.
I mean, I think hammering home the fact that what you guys are doing is really making a huge impact right now, and it is so important. So think you guys for everything that you’re doing. And, obviously, Gabe, and I are here to answer any questions or help out in any way that we can. So feel free to message us or connect with us on LinkedIn.
Love it. So do grab the research.
As you guys think about wanting to try to figure out how to get more effective in your teams, deflect more.
Keep us in mind, customer offers, an omnichannel customer platform, to really raise efficiencies and drive customer service. So, Andrea, thanks so much. Really appreciate the time for the audience. Thank you guys.
Be safe. Have a great day. We’ll talk to you soon. Thanks guys.