The COVID pandemic completely shook the B2B sector. There is a big change in how the customer experience is carried out in businesses all over the world. Just like everyone in the world, many businesses also adopted new ways to adjust to the new change by introducing remote work and flexibility in work hours, among many other things. In this article, we will discuss how the customer service department will adapt to the post-COVID times.
The COVID pandemic has actually highlighted how the customer experience is essential for building relationships with customers and generating revenues for businesses. Companies that are focused on having a timely and consistent communication channel with their customers have an edge over their competitors.
Customer Experience in the post-COVID
It is important to keep in mind that customer service, just as any other business, is also the livelihood of many companies. Such companies have also come across unprecedented challenges as well as opportunities of working during the coronavirus pandemic.
Omnichannel Marketing Strategies. Comcast Xfinity, which is one of the most widely available ISPs in the US, has multiple channels open to their internet subscribers, who can reach out to them on the Xfinity website, Xfinity phone number, or even Xfinity Facebook channel.
In this example, the omnichannel strategy is being used by the customer service reps, from either of these channels, who have enough information about the customers to be able to resolve their issues in a timely manner. Or you could say they’re being ‘omnipresent’.
AI in Customer Experience. AI is in the process of replacing traditional channels of communication. AI includes computer programs that can mimic human behavior in most activities. These powerful tools and programs allow companies to build and maintain relationships with their customers.
In this case, the AI chatbots takes place of human customer support reps in answering the customers’ queries that are repetitive in nature such as opening hours, pricing, product availability, order tracking, etc. This will ease the workload of human customer support reps.
Customer Data Insights. Such information plays an important role in delivering and carrying our personalization, which can improve conversion rates, increase brand loyalty and improve the customer experience as a result. Using customer data can help companies target their customers with enhanced capabilities and give them a personalized experience to gain their loyalty.
Robotics and Automation can also provide a personalized customer experience. Analyzing through interactive dialogue with the customers can allow the customer service reps to tailor the communication to each customer’s needs.
Technology cannot obviously take place of the human interaction, but it can definitely play a complementary role in enhancing customer experience in the post-COVID era. This is why businesses should leverage technology to help customers be aware and stay updated about their products and services.
Augmented Reality. There is a report from eMarketer which stated that 62% of their retail customers have either delayed or canceled their purchases due to the COVID pandemic. This is why it is essential that the online shopping experience be made an exceptional one through augmented reality. AR will change the online shopping experience for customers by allowing them a virtual try-on.
For instance, if you were looking for furniture for your home, you could direct your smartphone camera to the location where you want to place the furniture and view the furniture product on your screen.
No doubt, the customer experience from the pre-COVID era is completely different from the post-COVID era. The B2B industry has indeed gone through a major change. But the post-COVID change is good in way that companies are learning how being customer-centric will help their businesses in the long run.