19 May 2020
Bracing for the future
COVID-19 changed everything. One day, we went to sleep with a buzz of a virus on our minds, and woke up to a world we did not recognise. No more getting up early and commuting to an office, no mid-morning chats in the lunch room, no more squeezing like sardines on the tube; just endless uncertainty and fear as we watch thousands of essential workers brave the frontlines to defend against a deadly invisible enemy. No one living remembers this as a reality, so for all of us, this is novel, like this coronavirus.
The harsher reality we all need to face is knowing that the first pandemic in memory is unlikely to be our last, and it is not our last lockdown. It leaves us with scars, reminding us to change our hygiene habits, to self-isolate after trips abroad, to quarantine when ill, and prepare our businesses and lives for disaster. We never know when disaster will strike, but whether it is of natural causes like earthquakes or illness, or man-made causes like war, we can all admit we need to be better prepared. Part of the recovery process for all businesses will be disaster preparedness planning, to ensure that should another lockdown occur in the future, that your business has a strategy in place to continue functioning at some capacity remotely.
How Click4Assistance can help your contact centre prepare for disaster
Click4Assistance can be accessed from any device with a Chrome browser, which means that in the event of an emergency, your customer service teams can still work, even from home. This ensures continuity of your contact centre’s services. Knowing that Click4Assistance’s data is 256 encrypted in transit, you know that no matter what, your conversations with your client’s customers are safe and sound, regardless of where your team is logged in. This freedom of workspace allows your contact centre to enlist more temporary agents during the peak seasons to work remotely, keeping your in-house costs lower, and even the ability to offer your in-house customer service agents the perk to work from home for part of the week as a performance bonus. The flexibility brings with it many benefits, and will create a more productive and happier work environment, which any business would benefit from.
Live chat itself gives your client’s customers an avenue of contact that’s simple and immediate. In the case of a national lockdown, many customers reach out to suppliers for different reasons, but mainly it’s for information gathering about the continuity of service from the organisation. Live chat website integration allows this to be managed more than 4 times faster than via telephone. But the real magic happens when live chat website integration meets Artie, Click4Assistance’s AI chatbot. Artie allows businesses to remain online even when the office is closed. He can speak with an unlimited number of website users simultaneously, making him very effective at engaging with panicked customers on the frontline for all your clients, and because he does not need sleep and does not get ill, he’s the strongest member of your customer service team in a pandemic.
Video chat is another part of Click4Assistance’s complete customer service software solution, giving your agents a layer of visual communication should they need it for certain customers. Sometimes it can be much easier to show, than to tell, and for scenarios like this, Click4Assistance’s video chat can be extremely useful, in-house or working remotely, not to mention a great asset when it’s free for the customers to use, giving your client a sharper competitive edge.
The sleek, fully customisable dashboard literally gives your customer service agents the power to see what they need and hide the other distractions, so they can focus on the important information to them. It brings together the combined power of live chat website integration, AI chatbot, social media integration, CRM integration, video chat and Click2Call all in one place, reducing the margin of error and increasing your team’s productivity. With everything in one place, there’s no more hassle of switching between multiple applications to find messages or customer notes, instantly increasing your team’s efficiency.
With over 15 years of experience working with contact centres to alleviate common customer service hiccups, Click4Assistance has developed a robust customer service software solution that is second to none in the UK. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to level up your contact centre in 2020, give us a call on 08451235871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.