Approximately two years ago, the Covid-19 pandemic took the world by storm. Everyone was startled by the unexpected disaster that completely changed everything around us. People were forced to stay at home and had to maintain a six feet distance from one another. Work from home and online classes became the new normal.
It was at this difficult time, that the internet came in handy and people thanked God for blessing them with this miraculous technological creation. Businesses had to quickly alter the traditional ways of carrying out their functions and started striving hard to digitize their operations.
The customer care departments evolved at a much faster pace as catering to the customers sitting on the other side of the phone became more crucial than ever. Representatives started customizing their offerings in order to make things easier for the already confused customers. Companies realized that if they needed to stay competitive, well they must establish a strong connection with the customers who are the face of their organization. This is why telecom companies have started offering services in multiple languages to appeal to wider audiences. For example, Spanish-speaking HughesNet subscribers can contact HughesNet español for help in their own language.
Several telecom companies like HughesNet español started focusing on providing assistance around the clock that too in both English and Spanish, thus adding their own little personalized touch.
Hence, it is safe to say that the Covid -19 pandemic changed the world for the better. Of course, the damage it did is irreversible, however learning from the disasters and coping with the changes both good and bad, really define a company in general.
In this article, we have mentioned three major ways the pandemic changed the customer service departments also known as the most important departments of a business. So grab a notepad and start taking notes because who knows, this might benefit your company in the long run. Good luck!
Customer service agents have become more empathetic
Since the pandemic, businesses have embraced human relationships and empathy as ways to enhance customer service. For example, now they regularly check in with their clients or slow down challenging encounters to guide them through each phase. Moreover, customers stay loyal to brands when they feel like they are a member of the family.
Empathy has always been necessary in customer service, but in those uncertain times, it became much more important. The majority of customers claim to have become loyal to companies that exhibited compassion throughout the pandemic. Today’s services go beyond merely solving issues. It entails improving customer interactions and making them happy.
Artificial Intelligence has benefited the customer service department
Several businesses deployed artificial intelligence in the form of a “Chatbot” during the outbreak. Ever since the pandemic, these chatbots have started becoming more intelligent and can link to client data, which allows them to offer more individualized service.
As the amount number of questions that humans need to answer declines, these tools are anticipated to become more and more popular. Since chatbots now contain AI, they are intelligent in the sense that now you have the skills to give both personalized as well as automated responses to customers.
Customer protocols have evolved
Brands and customers rapidly realized that pre-COVID customer protocols had limits. Some rules, such as late payment fines and airline change fines, failed to consider COVID sufferers’ requirements.
As time went on, more people began to have needs and a clear distinction between COVID customer service teams that provided accommodations and those that did not become apparent. Researchers who studied the effects of escalations found that underperforming agents gave excuses for not being able to help based on customer protocols.
Those that performed well tended to concentrate on coming up with solutions. This is a very essential practice, especially in today’s fast-paced world. So if you are unaware of this approach, let us tell you that the following conditions must be met for this to occur:
- Alternative solutions must be investigated, or a supervisor must be flexible.
- Managers need to allow their reps ample latitude to ignore rules or ask for exceptions.
- The corporation must accept the policy’s restrictions or make changes.
The rest is within the control of customer service. When customers are informed of potential solutions, they feel more heard and satisfied.
Brands should strategically invest in technologies that enhance the overall customer experience. Callbacks and text messaging are two excellent examples. This demonstrates your regard for your valued customers, and it improves interactions right away. We are sure brands must have grasped very important empathetic lessons from this pandemic. However, now we must ensure to make these practices a part of the routine of the customer service departments.