How to deliver outstanding customer service during this pandemic?

As the coronavirus pandemic is growing at a fast pace, no company is protected from it, and providing excellent customer support has become the biggest challenge for many companies. As more customers are shifting to online shopping and services, it’s becoming challenging for companies to accommodate them and provide customer support promptly. In this guide, you will learn how to deliver outstanding customer support services during this pandemic.
Deliver outstanding customer service in 3 simple steps
Customer support is one of the major aspects of any business, and it mainly drives the reputation of the company. If your company is not providing good customer support, your customers will eventually shift to other companies with better customer support.

Therefore, if you want your business to survive this pandemic, you have to accept the new realities and make changes in your customer support structure to deliver outstanding customer service to your customers. You can do this with three simple steps.

1. Understand the new reality – remote teams
During this pandemic, many companies have shifted to remote teams because of the risk of the coronavirus. It’s also a fact that it will stay this way until a vaccine is found, and till then, your company will have to manage your teams remotely.

2. Train and motivate your customer support team
One of the biggest challenges for many companies during a pandemic is the training and motivating of employees. If you want to deliver outstanding customer service, you have to ensure that your customer support staff is motivated, and they are not experiencing any problems.

You can start with a daily video call with your employees and ask them if they are experiencing any issue. If they are experiencing any issue, try to help them solve those problems because if they are stressed or unhappy, they won’t be able to provide outstanding service to your customers.

3. Switch to omnichannel customer support
As the vast majority of companies are working with remote teams, it can get difficult for remote employees to manage customer support. By choosing the omnichannel customer support, you will be able to give outstanding customer support from a single platform instead of hopping to multiple platforms.

Most companies these days use mediums such as email or phone calls for customer support, which are not ideal for customer support according to modern standards. Many customers these days are not keen in using traditional customer support channels such as email or phone, and they prefer to get quick and short answers to their queries. As a company, you have to evolve your customer support structure to meet the expectations of your customers. You can do so by adding more support channels so that your customers can pick the channel of their choice.

According to one estimate, more than 3 billion users use the different social media sites, and that is why popular companies such as Google, Fitbit, and HP have integrated social media into their customer support structure. You can do the same by integrating social media platforms such as Facebook, WhatsApp, Telegram, Instagram, and other popular platforms into your customer support strategy as a large portion of the global population uses social media sites. Also, having a presence on social media sites and providing timely customer support via social media sites will boost the trust level of your customers.

However, adding multiple channels will make it difficult for the customer support staff to handle them all, but you can solve this problem by using an omnichannel platform. The omnichannel platform basically allows you to integrate all your customer support channels into one single platform.

It means that your customer support team no longer need to manage multiple platforms, and they will be able to deliver high quality customer support using only just one platform. Moobidesk is one of the most trusted omnichannel customer support platform which allows you to integrate all major customer support channels such as SMS, Voice, Email, Line, Telegram, Instagram, Facebook, Twitter, WhatsApp and others into one platform.

That’s how you can deliver outstanding customer service during this pandemic. According to Vince Lombardi, “It takes months to find a customer… seconds to lose one,” and it’s proving true during this pandemic.

Due to poor customer support and lack of adaptability to new realities, many companies are losing their loyal customers. So, if you want to retain your customers, make sure to follow these three simple steps mentioned above and make your customers delighted with your timely customer support.