From smartphone contact tracing and virtual consultations in the healthcare industry to countless employees working from home all over the world, the COVID-19 Pandemic has led to an unparalleled shift in the way we view and utilize technology. As countries and economies slowly move towards a new sense of normalcy while continuing safety measures, we are witnessing how digital solutions are essential in keeping many of us afloat, allowing us to prepare for what lies ahead in a post-COVID-19 world.
The Digital Shift
In the customer service industry, many challenges were evident during the health crisis including:
- The staggering rise in call volumes
- Handling customer queries with a limited workforce due to social distancing
- The difficulties in creating personalization due to limitations around face-to-face interactions
- Logistical concerns
The outbreak has definitely pressed the fast-forward button on the way we live our lives -- and businesses and companies must now address the importance of implementing technology in their business models and strategies to be able to evolve with their customers.
CX in the New Normal
With digital interactions becoming the norm, the role of digital channels has become far more significant. Customer interaction -- as a result of physical distancing -- now revolves around a brand’s digital channels. Instant messaging will continue to be embraced by millions of customers, as evident in the current digitalization of customer support services prompted by the current crisis. Empowering the customer through self-service IVRs and informative FAQs has also been prioritized. An increase in the usage of chatbots has been seen to assist in handling call volumes and deflect traffic, as well as to reduce waiting times and chat queues for customers attempting to receive customer service. There is also a push for traditional businesses and companies to evolve their sales strategy to incorporate digital options and capabilities.
Being in the industry for over 40 years, Teleperformance has evolved with the changing times to better serve our clients and their customers. Armed with our vast footprint, operational flexibility, work-at-home capabilities, and workplace culture, we can help your business accelerate digital transformation to embrace the new normal. Teleperformance has a strong track record in deploying a wide range of omnichannel solutions such as social media, chat, instant messaging, and video chat. More importantly, we use a High-Tech, High-Touch approach, delivering the best mix of technology and human empathy, strengthening customer relationships through:
- Natural Language Processing (NLP)
- Robotic Process Automation (RPA)
- Voice Assistants
- Artificial Intelligence (AI)