The New Knowledge Management Required for Customer Service in the COVID EraCCA PARTNERS
“Due to overwhelming demand for service, we are not able to take your call.”
“Our wait times for customer service may be longer than usual due to COVID-19.”
These caveats are typical of what you get these days on business websites and IVRs, even as the pandemic shows signs of plateauing.
COVID-19 has triggered a tsunami of demand for customer service. A flood of questions about payment deferrals, paycheck protection programs, COVID-19 infection, stay-at-home directives, shipment status, and more, are overwhelming contact centers, which are struggling to keep up.
For example, I called a retailer’s customer service , and was pushed to voicemail. I left a message, but never heard back. I then sent an email to them. Same result! No wonder customers are getting frustrated with many switching to competitors, something businesses can ill-afford at this time of economic uncertainty.
Director, EMEA marketing programs
+44 (0) 1635 800087