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As companies, governments, and people work together to help slow the spread of COVID-19, many brands are experiencing a significant increase in customer support tickets and calls. Health insurance companies, airlines, and supermarkets have been hit especially hard, but businesses in a variety of industries have felt the strain on their customer support teams.
In a time like this, it’s important to remember that businesses are some of the most powerful allies we have to help us slow the spread of disease, keep us informed, and deliver vital services like food, water, and communications. And of course, the customer support team is often the first line of contact for the public. Whether you’re running a company or you’re just a consumer who needs help, there are steps you can take to help ease the burden on support teams around the world.
If you work in customer service, manage people who work in customer service, or manage a company whose customers need service, you may be struggling to keep up with the increased volume right now. Even with advanced technological solutions like Khoros Care and customer support chat bots, this can be a tall order. But there are some important strategies you can implement to make sure your customers get the care they need:
We all know how frustrating it is to be on hold on a customer support line, or worse, to need support and not get it. It’s important, however, to recognize the intense pressure that support representatives are under, and to help them manage in this difficult time. Remember that the companies they represent are often helping people in dire need during this outbreak. If you’re not one of those people, one of these strategies might make sense:
Many of the practices mentioned here are good practices in general; companies should always support their staff, and consumers should always be considerate. But right now, as customer support services struggle to help those affected by COVID-19, it’s especially important to help them. Doing so isn’t just good for your company or for you as a consumer. It’s also an important step in mitigating the COVID-19 situation in general. We’re all working hard to protect the vulnerable and help those in need. Help do your part by supporting the supporters!