The Impact of COVID-19 on Customer Service
The Covid-19 pandemic has caused a host of changes to our daily lives, including how our interactions with customer service have undergone significant transformations since the start of the year. As individuals adapt to unfamiliar remote environments and struggle with greater stress and anxiety, the quality of customer service has been disrupted by consumers providing less data and information during conversations (resulting in more touchpoints) and businesses lacking the flexibility to adapt to a more integrated support approach.
As a result, it is more essential than ever to optimize the sense of engagement between consumers and businesses. For consumers, an easily accessible and personalized platform that understands your customer service needs eliminates touchpoints and reduces the hassle of worrying about who you are contacting, what problem exists and how your problem will be resolved. For businesses, having an integrated support system provides a 360 degree view of your customers and eliminates inconsistent, fragmented customer experiences. Employees will feel empowered to deliver an engaging experience their customers will value, and customer support teams will develop greater chemistry and achieve better results.
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