Digital Strategist
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5 effective customer service tips during Covid 19

17th Apr 2020
Digital Strategist
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It would be an understatement if I will say that we live in an interesting time zone. Quarantined for 14 days, if we came out positive, no social gathering. Being locked down in the same premises for several years, COVID-19 has taken all the benefits that we were enjoying earlier.

To put it bluntly, things are not normal out there. This deadly virus is impacting people on myriad levels and will continue to do so. Therefore, businesses all over the world are also facing harsh times. The factories have been shut down. There is no mall, store, and business entity open, except for medical and grocery stores. During this challenging time, we need to adjust our behaviors both as companies and customers, so that we can work together effectively. In fact, that includes how we interact in the realm of customer service

As a matter of fact, today's customers demand honesty, quality, interaction, and transparency from the brands they buy. They expect their brands should listen to their voices and then make the improvement accordingly! Well, this is also the key to retain old customers and attract new ones. It's pretty important to take care of all the interests of your users, and then implement their feedback into your business models and launching new products. 

Do you want to know how you can continue your customer service even during this COVID-19? So, looking for effective tips to improve it? Well, having extraordinary rules to retain and attract new customers are the pillars of maintaining a good business. 

The more your users are connected and happy with your services, the more they are going to promote your business. Believe it, this is also a kind of marketing. During these pandemic diseases, if you give support to one of your old customers, he will convince every relative to try this brand at least!

Tips to have an effective customer service during COVID-19

Below shared are some tips that you need to know in order to establish a good customer service during COVID-19

Take care of your agents and managers

The first and foremost tip that you need to always remember is take care of your agents and managers. Undoubtedly, during this stressful time, all the business owners need to take care of all the employees and customers for their organizations. When your company's managers and agents are strong and healthy, they can only continue to support your users. 

Therefore, start with plenty of encouragement and feedback, and listen more closely to their ideas and suggestions. Stay connected with them virtually by video and frequently ask them the plans, how they will connect with the customers. 

However, don't spy on them; in fact, give them some relaxation time and offer them all the protective measures. While doing all these measures, don't forget to measure KPI(Key Performance Indicator) for your business entity. In this way only, you can attract more customers and also engage your managers with some fruitful work.

Commence with kindness, honesty, patience, and understanding

There would be no doubt that you must be doing everything to retain your customers towards your business. Being a business owner, you must be trying to master every resource you have in order to mitigate the spike in volume you may be experiencing. Moreover, assuring every customer that will be listened to and their issue regarding any problem will be solved as soon as possible. But this time, you need to add more momentum to your business activities. 

Because now clients can't come to your premises to complain about or adore your products. So, it's your first priority to build the presence of your business online. Start allowing the customers to send emails, leave voicemail messages, or even use social media channels that enable the future to follow up. Nowadays, social media platforms have become the buzzword. 

With the help of social media platforms, you can engage your customers in your new development process. By listening to their feedback, you can incorporate their ideas into product development. In this way, you can make your customers really feel like a part of the process. And during this time, you can build brand evangelists that are more about listening to their customers. Therefore, try to dedicate resources on your customer service team to do proactive outreach to our most engaged customers. 

The more innovative or new ideas you will launch through these platforms, the more you will attract and engage your customers towards your business. Well, you can also try to indulge in some philanthropic activities to help needy and needy people. This way, you are not only going to motivate your customers and employees to start helping poor people but also setting up a good reputation for your business.

Improve your BCP

There is no denying the fact that most enterprises don't have a tech stack to prepare for their reliable business-continuity plan (BCP). Therefore, they will need assistance from the IT service providers to set up a resilient, secure networker, and disaster recovery systems. 

So, did you have the BCP for years? Willing to have some changes in the strategies of your business continuity plan? Of course, while operating the business in the past days, you didn't have time to test it, except for natural disasters that fortunately passed quickly. 

However, this time, this deadly virus crisis will last for a very long time, and it's important to improve your BCP- the strategy for motivating your employees to work from home and sharing their knowledge to stand your business as usual and on a daily basis, preparing a new set of metrics to engage the customers and motivate them to stay safe and healthy. 

Also, improving the process of delivering and repairing products safely to curb this spread as much you can. Moreover, also improving the PPE (Personal Protective Equipment), and much more that we are experiencing. There will be a "next time" so let's learn and apply now.

Use every resource you've got

Nowadays, most of the organizations are facing a shortage of resources to process, manufacture, and deliver their products to the customers. Because of the Locked down, no one is allowed to roam around. So, organizations like medical and grocery stores are experiencing the double whammy of increased customer service volumes. But the real problem is the fewer staff to do the work. 

So, now it's a hard-time to double down on self-service. Undoubtedly, this is not the right time to launch new products, but at least you should make sure that existing tools and programs are attracting every customer towards your business. 

Make sure that all the knowledge bases, chatbots, communities, and automation, for example—are all operating well and providing up-to-date information. Through these programs only, you will be able to communicate with your customers and managers properly to operate your business properly. Don't be in a rush to launch something new, maintain your previous launched products. That will be the best option for your business now!

Improve Knowledge Sharing

Believe it; there would be no better time than this to ensure that your KMS and KB are relevant as per your business plans or not. Both of these factors are essential for your business. When your knowledge management system (KMS) and knowledge base (KB) are robust, then only you can operate your business properly. 

If you are finding difficulties in this area, this is a good time to improvise. Start finding new ways to collect and curate better responses (especially important with new logistics, presumed "cures", and conspiracy theories abounding). Moreover, try to engage your front line staff, smart developers, and your customers to create knowledge that helps.

Final Thoughts!

By now, you must be having some ideas about the tips to develop effective customer service during COVID-19. The COVID-19 pandemic has inflicted all over the world in a limitless way and still continues to grow- whether its' about human life or any other industry. So, we should abide by the rules and regulations of the government to say NO to social distancing and stay safe. Till that time, try to engage your customers with your existing products and make sure they are essential for your business. Always listen to their feedback properly, and then implement it to launch new products. Stay safe!

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