![]() Then, review what your customers actually want. Review the customer care trends and technologies that are available to you. This is your opportunity to market and capitalize on the undeniable comeback that telephony has made. Even tech-savvy generations like millennials preferred in-person meetings, with only 39 percent wanting video or digital appointments.Īnd let’s not forget the Lazarus effect this pandemic had on voice communications. In this study, 67 percent of Americans said they would prefer an in-person appointment for certain issues (like appliance repair or cable/TV) compared to 33 percent who prefer video appointments during the pandemic. However, your customers might not want to follow all of these trends when interacting with your brand. The pandemic has been the catalyst for a variety of new trends, from video hang outs to hands-off curbside pickup. Evaluate how your customers want to reach you Now is the time to build customer service infrastructure around these behaviors rather than trying to just get by or even change them. Just think about the remote work trend that will continue even when this is all over. It means that your customers will want to keep certain changes and won’t return to their usual behaviors. Similar shopping and consumer trends around the world reflect Chinese behavior.įinding a new normal for your customer service processes doesn’t mean you should return to what was before the pandemic. also highlights China as a bellwether for Europe and the United States, as the Coronavirus spread there first. Furthermore, the share of customers over the age of 45 who use eCommerce increased by 27 percent from January to February 2020. Now companies can move away from panicked, short-term decisions into long-term customer care practices.Ī study reported that in China there is a 55 percent increase in consumers who want to permanently shift to online grocery shopping. However, the early months of the pandemic have passed. It’s understandable that your business wasn’t fully prepared to go into lockdown, very few were. Look for long-term solutions, not band-aid fixes Because it gives them a chance to better understand the needs and pain points of their leads. This focus on empathy can also help your sales team pitch to potential clients. Provide a personalized experience that meets and exceeds your customer’s needs and expectations. Leading with empathy means being flexible. Nor that a service representative should spend an hour on the phone with one person. This doesn’t mean that you need to give away products or issue refunds to every customer. ![]() ![]() He noticed that, as a result of heightened anxiety levels, customers also began expecting businesses to be more understanding and flexible with their issues. Peter Dorrington, the founder of XMplify Consulting Ltd, recently reviewed how customer behavior changed during the COVID-19 pandemic. Hubgets is free for teams of up to 20 members. Offer collaboration services to your customers! Free Sign Up ![]()
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