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Important COVID-19 update Read More


The latest thinking from Eckoh

Winning, losing & regaining customers in the COVID-19 era
Wednesday, 02 September 2020

Posted in

Contact Centre

What was the impact on your customer journey?

COVID 19 impact on CX 900

As the lockdown starts to ease, and most organisations are starting to plan their ‘return to normal’, it’s an ideal time to reflect on the impact of the actions you took – or didn’t. Whether you were able to carry on with home-working staff or not, there’s one important point to consider is what has been the impact on your customer journey?  

We’ve created an interactive questionnaire that simply asks these four questions so you can assess how you fared. But it doesn’t leave you there, regardless of whether you answer yes or no, it also explains what you can do next to be in better shape the next time.

  1. Are your customers getting a worse experience?
  2. Do your customers' queries get resolved easily?
  3. Have your customers still make secure payments?
  4. Are your customers able to take advantage of self-service?

Looking on the positive side….

If there is one positive thing that has come out of this pandemic crisis, it’s the way businesses have embraced working from home. Some may never have considered it as feasible before lockdown in March 2020, certainly not for any long-term period.

Now we’re seeing a significant shift in attitude and contact centres are building a percentage of home-workers into their long-term strategy

The other big shift is how customers have embraced self-service channels knowing that they may not be able to speak to a human being immediately. We’ve seen channel shifting occur more frequently, where customers are using multiple contact channels to find information.

Most important is the need for business continuity and security planning. Home-working presents an uncontrolled environment where businesses operate with personal technology, unsecured WiFi and systems which are the main risk areas for customer data and integrity.

The crisis is far from over, and it’s uncertain what the future will bring. But, contact centres that plan ahead, using the latest technology, will have the agility to adapt and strengthen their customer experience. 

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About the Author

Claire Lynam

Claire Lynam

Marketing Manager

Claire is a professional marketer with 30 years experience in marketing, communications and PR, creating content and collateral that resonates with an organisation's audience. Having worked in multi-national companies and SMEs, Claire has expertise in creating messaging that works for both B2C and B2B markets. 

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