The COVID-19 pandemic has turned reality on its head. But as we settle into social restrictions and shutdowns, it has been heartening to see the desire for friends, family and colleagues to stay connected. Communities are forming virtual networks to help the more vulnerable. Grassroots initiatives are emerging to encourage people to take actions that ‘flatten the curve’. And people are finding fun and creative ways to interact, despite their isolation, Writes Amy Foo Managing Director of ZenDesk.
For businesses, it is a challenging time. Many are under intense financial stress, and contact centres are facing unprecedented pressures with higher-than-usual volumes of enquiries as customers change or cancel travel plans, switch to homeschooling, set themselves up for remote working and transact with businesses by phone or online. Brands need ways to stay connected with customers and keep ahead of their demands in this strange new world.
With these challenges come opportunities. Brands can make a big impact on customers and strengthen loyalty by going above and beyond and delivering a flawless customer experience. As COVID-19 advances, more will feel the strain. The below practical measures will help businesses to make the right impression this new reality.
One: personal communication is key
Dramatic daily developments and a deluge of news and information about COVID-19 and what it means for people can be overwhelming.
Tailored, personal and thoughtful contact is now paramount.
Customers expect businesses to provide updates on changes in operations and the impacts of these changes. But questions will come at unpredictable times, so the more accessible a brand can be, the better. Meet your customer where they are to facilitate a genuine connection.
Relationship managers should reach out personally to discuss measures the brand is implementing to support them, and their progress in doing so.
Reinforce that you’re there for your customers when they need you and provide feedback mechanisms for customers to easily get in touch. Being open to two-way communication will pay dividends in the long run.
Two: be agile and collaborative
Enquiries will come in thick and fast to various departments via many channels. With individuals already under great stress, streamlined and efficient experiences are critical.
Technology is key. Implementing systems that enable you to cross-reference data points from different functions will ensure you provide seamless interactions and improve efficiencies. In addition, tracking team outputs will help you forecast future needs and prepare as much as possible to have the right resources in place.
Making informed and fast decisions is also key to keeping up with the immense volume of customer support enquiries. Keep up to date with new solutions being introduced to support businesses, including Zendesk’s Remote Support Bundle.
Three: focus on your teams
Your employees will carry you through this, and they must not be forgotten. Working from home means that employees need increased support and connection. Implementing systems to help you adapt to these new ways of working will not only help your team but ensure you are well-placed to provide seamless service to customers.
There are various ways to do this, but first it is important to understand what this looks like for your team. What do they need? What are they struggling with? Starting a conversation about the types of solutions they are looking for will mean you get it right earlier.
Remember to prioritise the human connection. Establishing a regular cadence of video meetings, enabling workplace chat and group conversations, and encouraging people to reach out to colleagues they usually wouldn’t, will help your workforce remain engaged during this time of uncertainty.
Business is not business as usual right now. Fast changes will continue, and we will all be pressured to operate in new ways. But we are all in this together. We need to remain human, keep connected, and stay well.
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