How to handle Customer Service challenges during a pandemic?

How to handle Customer Service challenges during a pandemic?

How to handle Customer Service challenges during a pandemic?

How to handle Customer Service challenges during a pandemic?

How to handle Customer Service challenges during a pandemic?

The world has seen many pandemics spanning over centuries. But there was no technology during the previous pandemics like there is now. The COVID-19 pandemic has put almost all the businesses in an unprecedented situation. Most companies have gone completely remote to help contain the spread of this infection.

With most parts of the world locked down, businesses are finding it hard to survive. This makes customer service more important now than ever.

We, at Sapizon Technologies, are actively providing customer and technical support services all around the world. We strive to achieve customer satisfaction, especially during this challenging time. Here is an elaboration of our strategies to overcome this tough period.

Shifting to a remote customer support team

This involves transitioning to remote customer services. Your existing customer support team is made to remote to ensure the customer is getting continual services. But there are plenty of challenges like communication, tracking the status of projects, and coordination with the transition. We use the following tools to tackle organizational issues and provide effective customer services.

Platforms used by our team for communication and collaboration:
  • Microsoft Planner
  • Asana
  • Trello
  • Slack
  • Microsoft Teams
  • Google Hangouts
  • Zoom
  • JIRA
  • Zendesk
  • Freshdesk
  • Zoho
  • SalesForce
  • BMC
  • Skype For Business
Maintain clarity during a crisis

A team must be handled well in a remote work environment. To ensure perfect coordination, it is essential to establish a degree of transparency within the support team.

This helps in better communication not only on the internal front but also with the customer. The customer will be looking for answers, so all issues must be addressed with clarity. The customer is looking for good services in quick time.

Particularly during this period, it is important to make your customer feel you care about them. Hence, communication demands speed, precision, and empathy.

A strategic contingency plan for call centers

Ever since the pandemic started, it has been a tough time for call centers. Be it in-house or outsourced, call centers are bearing a huge brunt as it is a massive task for them to make their employees work remotely. If you have a business that relies on call centers for customer service, it is a matter of concern for you.

Outsourced customer service with work-from-home staff can set up a contingency plan that will enable you to provide service to customers 24/7. This strategy will help handle the rise in volumes without a need for greater man-power.

Establish a connection with other customer service professionals

During these times when social distancing has been a prime focus, it is crucial to look up to others to make yourself better. This is applied to all industries and businesses. Hence, customer service in a remote environment can be improved by taking cues from what others are doing.

Surely, there will be experts in your field who have been excelling at this for a while now. You can lean on these experts for advice to improve the way you are operating. Creating a community of customer service professionals and collaborating with them in a friendly manner can help achieve this.

You stand to gain more from this than you can think. It is a healthy competition for one, but it also brings you closer to your primary objective, customer satisfaction.

Sapizon Technologies is one of the leading Customer and Technical Support companies in Cambridge. We are actively providing our services around the world even during the pandemic. We have highly experienced support professionals.

Our main objective during this time is to provide effective services to the customers and help the client to keep their business going. We offer our services to clients across all industries.

Let’s work together to make your business journey successful.