6 tips for managing customer support during the COVID-19 crisis

COVID-19 Impact on CX - How to Recover

The promise of an automation-first strategy:

  • Deflect 80% of inquiries across mobile, social & digital channels
  • Provide agents with transcripts for context into inquiries
  • Eliminate the need to hire and train agents for surges and spikes

COVID-19 has caused all customer service organizations to adapt to new realities, some more than others. The challenges facing customer service organizations demonstrates why automation needs to be a central, frontline component of any customer service strategy.

No matter the impact and dislocation caused to an organization by COVID-19, automation can help meet customer needs and business requirements at this critical time.

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