The consumer has started to be more connected and the expectation is that it will remain so when this crisis comes out. With the quarantine, more and more entrepreneurs adapt services to digital, through a remote work model as a solution to continue business. What is the impact of this situation on customer service? The global spread of the novel coronavirus ( COVID-19 ) has revolutionized customer service and the way companies do business. Due to the quarantine, decreed by health departments and government agencies, more and more entrepreneurs are adapting their services to digital, through a remote work model (telework or home office ) as a solution to continue their business.
Studies reveal that 43% of Brazilian
Job Function Email Database companies have already migrated to the home office because of the coronavirus . Given this scenario, the greater number of internet accesses makes call center, delivery and e-commerce services even more essential to meet the needs of consumers . But what will customer service look like after the pandemic? New normal: online is here to stay To continue services in the midst of COVID-19, many companies were forced to adapt their businesses, anticipating digital transformation processes.
On the consumer side the new normal has become thinking about strategies to buy basic supplies or order services without risking being infected by the new virus. On the companies side, customer service without physical contact needed to be optimized to meet demands and ensure business continuity. New habits, such as professional meetings and assistance via videoconferencing platforms, greater access to streaming platforms and the use of e-commerce to purchase categories that previously did not have much reach in this medium, such as food, began to emerge. Top videoconferencing apps recorded 62 million downloads during a single week in March, research revealed.