26 March 2020
Response to Coronavirus
Interactions with customers will not be affected. There are effective and high-quality solutions available to support companies that manage interactions and customer satisfaction.
The bad news brought by the fatal pandemic caused by COVID-19 is shaking the world. Many countries are closing borders, as companies are implementing remote labour measures and governments are urging the public to self-isolate and to deepen personal hygiene practices. There are no predictions about how long this contagious virus will last or how much it will affect the business world.
Isolation, whether mandatory or elective, will increase online interactions at the same time that customer service and sales agents will be in quarantine situations and forced to remain in their homes.
Amid these uncertainties, good news is possible. Customer service, which takes place more and more remotely via the internet, can be maintained with a high level of quality and even improved through the use of correct tools for managing online communication, such as Live Chat.
How companies implement remote work
Remote office and home office policies are measures that many companies are being forced to take to keep their operations going.
Meetings are held by videoconference or virtual meeting rooms, and most of the communication will be in text, either by email or chat.
Consumer habits also affect interaction habits. The location of the agent that serves the customer is becoming increasingly indifferent, the interaction quality becomes more important. It includes infrastructure and the qualifications of those who serve.
From the company's stand point, avoiding communication interruptions due to technical issues will ensure the focus on customer satisfaction and agent training. This means focusing on customer satisfaction and, at the same time, will provide a competitive advantage.
Thus, to implement tools that bring confidence and scalability to face unexpected situations is essential.
Focus on the quality of interactions with your customers
Agility is an essential item in interactions with customers. Answering simple questions as quickly as possible by applying artificial intelligence is mandatory. Chatbots promote agility and free agents to act on more complex and non repetitive issues. Everyone wins. The company gains in productivity and cost reduction; the agents in tranquillity and low repetition rate and the customer gains in agility and quality in the response.
Short-term measures for long-term results
When facing a crisis, to react is inevitable. Sometimes the immediate reaction, driven by a latent need, brings solutions and gains to important and essential issues.
Many companies already use remote assistance, either through live chat, Chatbot, teleconference, and others. The positive results, observed in a normal situation, will be highlighted in crisis. After the crisis, there will surely be an increase in the use of these solutions as they are expanded in favour of the best permanent results.
Companies that were considering implementing these solutions will be urged to do it quickly in response to the current crisis. If they choose their suppliers safely and implement properly, they will see results in the short term and also results that will be permanent. Immediate results are guaranteed. Medium and long-term results will be favourable from a good choice of supplier and partner in the implementation of the online communication solution.
Consumers expect that businesses should be available, contactable and responsive through messaging applications. To achieve better customer experiences, successful companies are combining traditional interfaces with conversational ones. With the right approach and provider, your company can do the same.
Click4Assistance is easy to implement and allows for complete brand continuity while giving you full control. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution and best Conversational User Interface Provider, to make your client's interactions more efficient and productive for 2020, contact us. Call the experts on 08451235871 or send an email to firstname.lastname@example.org. You can also ask for a demo and discover how it works or better yet, try Click4Assistance completely free for 21 days. Learn more about the most complete platform for CUI - Conversational User Interface.