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.