As a result of the COVID-19 pandemic, businesses across the world found themselves having to reiterate their operational models.
Customer service centres experienced a massive spike in call volume, especially across the travel industry after numerous trips were being cancelled. Other examples include financial service companies, such as lending institutions, having to shift their priorities, as many customers required additional support through these difficult times. Countless businesses quickly embraced self-service channels, pushing customers towards chat, email or social media.
Luckily, Cloud technology helped employees deal with multiple enquiries, shift channels to free up capacity and adapt to this new situation quicker. Based on what we’ve seen unfold so far, the question remains — how do we approach the future of customer service? Read on to find out.