Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience. Unfortunately, by the time a customer typically reaches your contact centre it means you have failed to deliver an effortless experience.
One of the effects we’ve seen from the COVID-19 crisis is that the digital evolution of industries has accelerated from both a consumer and business perspective. But with the shift to digital and AI-driven applications happening so rapidly, companies are grappling with new challenges such as, how do we deliver frictionless customer experiences in a virtual environment?
In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. It’s a way to gain reassurance that we’re all in this together.
Pop quiz: how many articles do you recall reading about the human benefits of automation versus the threat it posed to jobs prior to the COVID-19 pandemic? More of the latter, most likely.
When uncertainty struck, customer experience operations had to repurpose themselves to handle higher volumes of messaging interactions across multiple platforms, accelerate their use of automation in the channel and recruit the right kind of talent to fit modern customer expectations. In a world where consumers already were already living on their phones, these moments of crisis made digital connections more necessary than ever.
Business leaders have long known that customers value consistency from brands and that they base their expectations on previous experiences. But what does it mean to deliver a consistent customer experience during these unprecedented times?
What does it mean to maintain employee engagement and productivity levels when working from home becomes part of the new normal? Companies that are making plans for their employees to work from home permanently for the first time must answer this question and more.