Study finds consumers expect better customer support in the “new normal”
To better understand how COVID-19 and its impacts are affecting customer engagement, we asked 289 Americans distributed across age groups, gender, and regions about their experiences with customer support during these unprecedented global events.
A majority—58.5 percent—required support since the beginning of the pandemic for everything from resolving medical bills to water heater repairs and e-commerce shipments that arrived broken.
The underlying message? Consumers are still looking for timely resolution of issues—and are not always getting it.
In a matter of days, every business had to change to embrace social distancing due to COVID-19, which, in many cases, meant moving employees from offices to home offices, bedrooms, or kitchens.
It’s unclear what the next chapter holds for many businesses, but what is clear is that consumers are still looking for support and issue resolution.
Learn more about how this transition is impacting on-premise contact centers.
Embracing this new normal …
Leveraging communications platforms to access insights: How the digital revolution came to be, and where it’s going
Customers today demand more and better communication from the businesses and brands they engage with. Market-leading companies are launching second- and third-generation communications strategies that are taking them past just communication to building new experiences, generating engagement in the process.
Realizing how to build these communication-enabled and communication-driven applications is the next challenge for all companies and the guiding star for the next decade of business transformation. But one of the biggest hurdles in the imagine-if and what-if worlds is that practitioners on the front lines miss the clues and the transition points. Enter our thought leaders.
This series represents an amazing opportunity to engage our industry’s top thought leaders on a single theme. I hope these articles help you embrace the worlds of digital communications and customer experience, to inspire new perspectives and spur new ideas for better engagement strategies and, ultimately, strengthen your customer relationships at scale.