How To Revolutionize Customer Care Service In This Pandemic?

It won’t be an understatement to say that COVID-19 has been the defining event of 2020, with lasting implications on all aspects of life. Businesses worldwide, especially restaurants, banks, and retail stores, are still reeling from unparalleled disruption and upheaval in its aftermath.

The far-reaching impacts of COVID-19 have had many companies rethinking their customer experience model. And as more people turn to online shopping, a brand’s ability to deliver a seamless customer experience is severely challenged.

As businesses continue to look for ways to provide support and reassurance to their audiences, revolutionizing customer care has become critical to their continuity and sustainability. While a robust contingency plan helps, it is imperative to focus and transform your customer support.

Here are a few ways to do just that:

Instant Transition To Remote Working

Physical distancing and community lockdowns have forced companies to change how they operate and cater to their clientele.

Even though flexible arrangements like remote working support organizations, ensuring a smooth transition to work-from-home in contact/call centers has proved challenging.

They’ve had to switch from large offices with hundreds of staff to a dispersed workforce confined to their homes. This has left employees potentially struggling to operate effectively from their homes.

The fact is that most companies were not ready.

However, businesses that prioritized customer service were quick to make technology and digital marketing their allies. While their websites get up and running, their representatives visit online forums to entice people to buy from their on-call or online. Many have also turned to social media and email marketing to remind their new and old customers of their presence.

Technology has taken center stage as it is critical to outsourcing companies to have the ability to embrace remote working seamlessly. Moving forward, such cutting-edge and advanced digital solutions will remain essential in delivering a consistent customer experience (CX).

Improve Customer Query Strategy to Ensure Customer Satisfaction

COVID-19 affected customer experience in two ways. At the outset, customer expectations changed drastically as they turned away from luxury purchases. And then, their queries became much more time-consuming and complex to answer at times because they wanted to make sure their hard-earned cash wouldn’t go to waste.

For instance, consumers shopping for groceries online may have questions about product availability, booking a delivery slot, and the store’s stance on social distancing and safety precautions.

But, internal factors that revolve around staffing, technology, and budgets hampered many organizations’ abilities to respond to their customers.

Essentially, most businesses end up compromising the quality of their service as they lose focus on specific channels. While customers might have accepted this during the early days of the lockdown and pandemic, it’s no longer a viable strategy.

What marketers need is a sustainable and long-term solution to customer satisfaction woes.

As it turns out, the solution is quite simple: stay connected with consumers online and do all that you can to guarantee that you care. According to 68% of the respondents in a popular survey,  companies should focus on helping people during the pandemic, while 81% believe that they should offer discounts, offers, and loyalty perks for loyal customers.

Create Strategic Standout Digital Customer Experience

Customers are financially, mentally, and emotionally stressed by COVID-19. Companies implemented advanced technology and went touchless to manage their digital customers.

This, in turn, impacted their buying and spending patterns, and there will likely be long-term, collective shifts in the way your customers behave and shop online.

According to a report by Forrester, 37% of shoppers prefer to remain indoors while carrying out their main activities remotely, including socializing, working, consuming media, and making essential purchases.

As brick-and-mortar stores have limited their services physically, one-quarter of the consumers in the U.S. have shopped online for the first time. And just one-third of the existing online buyers plan to visit physical stores when they reopen.

These statistics substantiate the new customer mindset. Shoppers don’t plan on abandoning the convenience and safety of online shopping even when physical stores reopen.

And as more retailers pour more resources into building their online shopping experiences, customers’ expectations for online shopping will continue to rise.

How can outsourcing help you?

Adding a dedicated CX team in your operation can make all the difference in how you handle your customers’ inquiries and concerns, helping you provide impeccable service even in the new normal.

You can best do this by hiring a capable and trusted outsourcing company that is able to meet your unique needs and understands the demands of your brand. The right partner can:

  • Build inbound and outbound solutions, CMS, social media, and back-office services or your own dedicated team within 30-45 days
  • Access to world-class CX talent
  • Customer Service Industry Experience
  • 24/7 operations
  • cost savings of up to 70%
  • Established Information Security (esp this remote work setting)

In summary, having the right outsourcing partner promises the following:

  • Operational excellence
  • Build a dedicated ominichannel support team
  • Operational savings of up to 70%
  • A+ recruitment process
  • Industry experience
  • ISO-certified and GDPR-compliant
  • > 60 Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing CX team:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

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How To Revolutionize Customer Care Service In This Pandemic?

It won’t be an understatement to say that COVID-19 has been the defining event of 2020, with lasting implications on all aspects of life. Businesses worldwide, especially restaurants, banks, and retail stores, are still reeling from unparalleled disruption and upheaval in its aftermath.

The far-reaching impacts of COVID-19 have had many companies rethinking their customer experience model. And as more people turn to online shopping, a brand’s ability to deliver a seamless customer experience is severely challenged.

As businesses continue to look for ways to provide support and reassurance to their audiences, revolutionizing customer care has become critical to their continuity and sustainability. While a robust contingency plan helps, it is imperative to focus and transform your customer support.

Here are a few ways to do just that:

Instant Transition To Remote Working

Physical distancing and community lockdowns have forced companies to change how they operate and cater to their clientele.

Even though flexible arrangements like remote working support organizations, ensuring a smooth transition to work-from-home in contact/call centers has proved challenging.

They’ve had to switch from large offices with hundreds of staff to a dispersed workforce confined to their homes. This has left employees potentially struggling to operate effectively from their homes.

The fact is that most companies were not ready.

However, businesses that prioritized customer service were quick to make technology and digital marketing their allies. While their websites get up and running, their representatives visit online forums to entice people to buy from their on-call or online. Many have also turned to social media and email marketing to remind their new and old customers of their presence.

Technology has taken center stage as it is critical to outsourcing companies to have the ability to embrace remote working seamlessly. Moving forward, such cutting-edge and advanced digital solutions will remain essential in delivering a consistent customer experience (CX).

Improve Customer Query Strategy to Ensure Customer Satisfaction

COVID-19 affected customer experience in two ways. At the outset, customer expectations changed drastically as they turned away from luxury purchases. And then, their queries became much more time-consuming and complex to answer at times because they wanted to make sure their hard-earned cash wouldn’t go to waste.

For instance, consumers shopping for groceries online may have questions about product availability, booking a delivery slot, and the store’s stance on social distancing and safety precautions.

But, internal factors that revolve around staffing, technology, and budgets hampered many organizations’ abilities to respond to their customers.

Essentially, most businesses end up compromising the quality of their service as they lose focus on specific channels. While customers might have accepted this during the early days of the lockdown and pandemic, it’s no longer a viable strategy.

What marketers need is a sustainable and long-term solution to customer satisfaction woes.

As it turns out, the solution is quite simple: stay connected with consumers online and do all that you can to guarantee that you care. According to 68% of the respondents in a popular survey,  companies should focus on helping people during the pandemic, while 81% believe that they should offer discounts, offers, and loyalty perks for loyal customers.

Create Strategic Standout Digital Customer Experience

Customers are financially, mentally, and emotionally stressed by COVID-19. Companies implemented advanced technology and went touchless to manage their digital customers.

This, in turn, impacted their buying and spending patterns, and there will likely be long-term, collective shifts in the way your customers behave and shop online.

According to a report by Forrester, 37% of shoppers prefer to remain indoors while carrying out their main activities remotely, including socializing, working, consuming media, and making essential purchases.

As brick-and-mortar stores have limited their services physically, one-quarter of the consumers in the U.S. have shopped online for the first time. And just one-third of the existing online buyers plan to visit physical stores when they reopen.

These statistics substantiate the new customer mindset. Shoppers don’t plan on abandoning the convenience and safety of online shopping even when physical stores reopen.

And as more retailers pour more resources into building their online shopping experiences, customers’ expectations for online shopping will continue to rise.

How can outsourcing help you?

Adding a dedicated CX team in your operation can make all the difference in how you handle your customers’ inquiries and concerns, helping you provide impeccable service even in the new normal.

You can best do this by hiring a capable and trusted outsourcing company that is able to meet your unique needs and understands the demands of your brand. The right partner can:

  • Build inbound and outbound solutions, CMS, social media, and back-office services or your own dedicated team within 30-45 days
  • Access to world-class CX talent
  • Customer Service Industry Experience
  • 24/7 operations
  • cost savings of up to 70%
  • Established Information Security (esp this remote work setting)

In summary, having the right outsourcing partner promises the following:

  • Operational excellence
  • Build a dedicated ominichannel support team
  • Operational savings of up to 70%
  • A+ recruitment process
  • Industry experience
  • ISO-certified and GDPR-compliant
  • > 60 Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing CX team:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

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