- June 24, 2021
- Posted by: DxMinds
- Category: Technology
“Time waits for none”- Yes, we are living in unprecedented times due to these challenging periods of a pandemic. The companies and employees have found this opportunity to step up and deliver world-class service. But delivering great customer satisfaction during a pandemic is not easy at this time. With the onset of remote work culture, the service providers are finding it difficult to meet both ends.
From food delivery services to every small business owners are dedicated to providing customer experiences that emphasize safety and elevated service. Before all this safety and excellent service. Let’s dig into some of the ways businesses can find a better way of importance of customer service during a pandemic.
We all have got settled into this new normal of working from home. But still, there are few questions our clients might have about work or business. Several things related to the accomplishment of the project includes quality check, communication process are going to be significant for you to make the final call about the project.
Innovation works at its best!
Businesses must look for opportunities to innovate as they can navigate the ongoing pandemic. You can explain to customers to serve the excellent customer service during a pandemicin innovative ways.
A company can serve in a better way only its team members are supportive and ready to go the extra mile. Being working at the office and being working at home makes a lot of difference in terms of productivity.
Due to the epidemic, the team members have started working remotely. They might not be in the shape of mind. They would probably struggle to be productive and deliver on time.
Missing your meetups?“How has customer service changed due to the pandemic”? Yes, these meetings were always a booster for team members. But when your entire team is working from home, how can you make sure that everyone is feeling great about work?
Yes, the solution is Google Hangouts, Skype, or Zoom when teams work remotely.
Conduct meetings to understand the employees’ share, what they are working on and their doubts helps to instill a sense of accountability and provide best services during a pandemic. It builds a sense of teamwork and helps other members to share their issues.
Conduct some virtual meetups where you can talk about the monthly achievements, special events, or any other fun activities which can help promote the feeling of togetherness.
Quick and Easy cancellations
When many people are suffering financial hardships, many e-commerce companies are making hassle-free canceling services and subscriptions without any penalty.
Businesses cannot afford to lose customers at this time hence customers should leave for few months and return when they are in a better financial position rather than getting annoyed by canceling their service. Demonstrating that you care about financial stability than temporarily suspending cancellation policies.
Customize your quote
There is always a question of effective organizational collaboration on the impact of covid 19 on customer service. In physical office setups themselves, it is hard to maintain it, then it seems to be an impossible task.
Collaboration loopholes exist even in times of email overload or lack of understanding. In case, if any customer service reps started working on the email and at the other moment, another person also ends up working on the same email. It leads to a state of confusion.
These problems increase exponentially on how to coordinate in a virtual environment. It is important to make technical innovations to keep the team alignment on the same page.
Before taking up the task, every remote team must collaborate effectively so that to enhance visibility into team workflow irrespective of the different time zones.
Flexible payment terms are also one of how the companies can offer support. In case, people don’t find themselves in the capacity to pay, they might request a cancellation for their subscription. The following ways might be useful:
Have a look at – what is an order management system and what its use?
Honesty is always the best policy
Yes, it is not the time to mislead customers, hence the businesses must maintain an open dialogue with them. Inform the team about the occasional delays, which might happen.In the case of e-commerce, if any product shipment has got delayed, then you must tell the customer about this so that they can understand.
Informing customers about the SLAs will be appreciated if any members of the team are unavailable to reply to the emails.
Gear up your support team
During this pandemic situation, support is something everyone requires. In a company, employees also require support to gear up the tasks. Genuine help and support are always appreciated for large-scale remote work. Many big companies have faced losses like Agilent, Burberry, Crocs, FedEx.
Safety comes first
Social distancing must be maintained to help customers enjoy the customer service. For example, McDonald’s has introduced contactless food delivery so that the customers do not come in contact with the delivery person.
If you are a restaurant owner, you can always provide incentives to customers for every online order. For instance, Uber Eats has given off delivery fees for every order from independently owned restaurants in the US.
During the time of the pandemic, when customers have several questions to ask, then you must create a page with answers to commonly asked questions. It encourages customers to utilize online tools, hence a detailed FAQ page is the most requisite page.
When the virus started to circulate, customer preferences changed with time. During the sudden rise in cases, there was an overnight lockdown and physical stores were shunned hence the customer preferences changed. Customers started shifting their preferences from discretionary items to essentials. The health and supply chain was given priority, it costs over cost and convenience.
Deliver on your values
Customers are looking for brands they can trust. They want to get products/services from companies that are making a positive difference in the fight against this pandemic. It is an opportunity for every retailer and consumer good company to demonstrate they are committed to delivering on their purpose and their values through direct actions or indirect support.
Socializing through digital channels
With no more physical shops available with goods or shoppers available, these retail and consumer brands have to rethink their customer experience and find innovative ways to deliver customer preferences. When there is a requirement for innovation, digitalization is the only answer to it. Every business owner must start trying out some digitalized channels.
If any small business is going to get their business digitalized, then they must get in contact with mobile app development company DxMinds technologies. They have an expert team of professionals to develop the best app. They have hands on experience in developing the apps of every category.
To meet the home delivery demands meeting customer satisfaction during a pandemic, many brands have started partnering with companies that can offer scaled capabilities to ensure the customer’s requirements. Small and medium-sized companies are looking forward to diversifying their delivery and last-mile capabilities. It helps people to get their essentials in a hassle-free manner.
Ways to innovate products and offer new services
Start looking for opportunities when you navigate through the ongoing pandemic situation. For instance, many companies have changed their businesses to the supply of essentials like masks, hand sanitizers, gloves, and other medical requirements. Initiate better ways to remain popular and relevant even after returning to normal. Give more emphasis on serving good quality products.
Educating people about the interaction with your company
Are you also a service provider? If Yes, then describe what customers should expect. Offer them what they need the most like the new working hours, ordering options, or any other changes. Being a business owner you must give assurance to people about keeping the quality service over profit. You must not run behind the profits.
Since every market and every population is different. Hence according to the requirements, if you are making changes in the business line, you must understand their requirements. For instance, many countries have started investing in digital infrastructure and successfully able to manage the increase in digital demand. The businesses who have missed taking these innovative initiatives might struggle to convert consumers from the physical to digital.
With the changing customer preferences, requirements and expectations, the businesses are taking inspiration and ideas to support both their employees and customers during these testing periods. They must get in contact with some digital marketing companies like DxMinds Technologies. Their hands on experience and expertise helps to create the best-in-class apps. These apps help the businesses to present digitally to gain the importance of customer service during a pandemic.It’s a challenging task, but the more you do, you can build trust and care for customers to upgrade their businesses in the long run.
Let’s talk with the experts