While the global health and economic crisis has radically altered businesses across the globe, it’s also given us valuable insight into consumer habits and new adaptive customer experience strategies that help minimize the disruption. Here we’ve compiled benchmark data, valuable customer insight, and a list of new systems and innovative solutions to help you prepare for the future, develop an adaptive contact center strategy, and get your business back on track.
As high-ticket levels continue to overwhelm teams worldwide, help centers and FAQ areas have become vital resources for customers in need of resolution, trying to avoid long wait times. Help center views for remote work and learning platforms are up 200% (five times more than the average ticket volume), logistics is up 110% (16% increase in tickets), fitness is also up 90% (2% decrease in tickets), and food delivery is up 40% (17% increase in tickets).
However, according to Zendesk, roughly 3,600 companies have maintained stable resolution times during the crisis by rapidly adding messaging and other live channels to better support their customers. These forward-thinking organizations empower customers to use self-service options like help center articles or AI-powered tools (with AI solving more than 10% of requests).
Before the pandemic, it was hard to imagine how a contact center could ever wholly migrate to a work-from-home model. But, just as customers will continue their adaptive online behaviors, so will the people who support them. Research shows that remote contact centers will continue once the pandemic is over and will forever be the future of service and support. It was the pandemic that only accelerated their widespread adoption.
When expertly applied, AI offers a significant competitive advantage in handling customer resolutions with unlimited capacity that doesn’t compromise service quality. Remote contact center models equip organizations with the most valuable business attributes—the ability to adapt, scale, and adjust in real-time—and they’re here to stay.
Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member. For 10+ years, Emma has helped businesses understand customer behavior and accomplish their operational goals through marketing strategy, graphic, and UX design.
*Read the full blog via Humach HERE
