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Customer service during Coronavirus
Providing excellent customer service while keeping your employees safe during the coronavirus pandemic can be challenging. The most important thing is to do is to remain calm, get organized, and think outside of the box. If you need some tips on how to keep operating your business during this trying time, read on.
What is Coronavirus?
COVID-19 is a new coronavirus that emerged from China in December 2019. COVID-19 spreads from person to person through the air. Symptoms include a cough, fever, and shortness of breath. In some cases the virus has proven to be deadly, however, the most at-risk individuals are seniors or people with pre-existing cardiovascular and respiratory problems.
The best way to prevent yourself from catching the virus is to avoid contact with others, wash your hands often, cover coughs and sneezes with a tissue and avoid touching your eyes, nose, and mouth.
How does it affect businesses?
The coronavirus has already had an impact on the global economy. The stock market has taken a plunge, travel bans and quarantines have been enforced, and grocery stores are completely sold out in certain areas due to panic.
For the sake of prevention, many European governments have ordered all non-essential businesses and organizations (other than pharmacies, grocery stores, post offices, doctor’s offices) to shut down temporarily.
How to prepare your business for the Coronavirus
We understand that not all jobs can be done remotely. However, if you are an e-commerce or SaaS business, we can assume that a lot of work can be done from home. Your customer service agents, developers, sales guys, and marketers can take their computers home, and continue working remotely. In essence, nothing has to change — as long as your employees have a good work ethic and stay motivated.
Offer compensation & compromise
If you can’t ship out products, or deliver your services (for example, if you’re an airline that’s affected by the travel ban) offer your customers a compromise for compensation. For example, if you can’t issue refunds, offer your customers credits. The credits should have the equivalent value of their original purchase price and should be available to redeem in the future.
If you handle things in this way, your customers are bound to be more understanding, less frustrated, and more inclined to purchase from you again in the future.
Mitigate losses
In times like these, it’s important to mitigate losses. Shift your focus on what’s working right now. Offer sabbaticals, let people think of new profitable projects, cut company profits to let your employees feel financially stable and safe, or offer bundles and subscriptions that bring in less revenue in the long-run but prevent cash flow issues today. It’s time to think smart and keep it cool.
Do work you never have time to do
Focus on doing things you’ve never had time for. Maybe it’s time for the complete web redesign you’ve been putting off. Or maybe it’s time to jumpstart your blog again. Get creative, there’s always room for improvement.
Impact on customer service industries
Refunds everywhere
When dealing with cancellations and refunds, it’s important to consider the human aspect of business and remain flexible and understanding towards your customers.
Decreased customer satisfaction
Stay motivated and understand that current dips in customer satisfaction are only temporary. Try to think of new ways to engage with your customers that can transform the negative experience into a positive one.
Get inspired
Take inspiration from Martinus, a Slovak book store, which continues to provide customer service online. Customer service agents are ready to advise shoppers with their book selections in video chat sessions. It’s cute, it’s effective, and it’s memorable.
Adjust resources
Because ticket volumes are high and only increasing, it’s important to re-allocate employees into customer support teams as needed. Even if the re-allocated employees aren’t knowledgeable enough regarding your product and the technical tickets surrounding it, you can assign them “beginner” tickets that deal with easy questions such as “How do I reset my password?” or “How can I upgrade my subscription?”
In this manner, your knowledgeable support employees can focus on tickets of higher complexity and importance. This is a win-win situation as you won’t be keeping your customers waiting, and you can utilize your available workforce without layoffs or new hires.
Adjust agent shifts
When ticket volumes are extremely high, it’s important to adjust agent shifts so that your customer support is available 24/7. If you can’t adjust agent shifts, think of ways to provide your customers support even when you’re not available. Think knowledge bases, forums, how-to-articles, offline chats, YouTube content — basically anything that can be utilized by your customers in self-service.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Increase available agents
If you have the option of hiring temporary remote customer support agents, then definitely do so. As quite a few people might find themselves laid off and in a tough financial situation, it can be a lucrative position for many.
Prepare canned messages
Preparing canned messages and automating certain email responses is a great way to resolve tickets quickly. For example, canned messages can be automatically sent to anyone requesting a refund. The message should have a pre-prepared text which walks the customer through the process and answers any FAQs regarding the refund.
Happy customers are the best customers
We offer concierge migration services from most of the popular help desk solutions.
Profit from real-time typing view
Anything that can save you time during a high ticket influx period is a plus. Make use of advanced help desk tools such as the real-time typing view, which allows you to see what your customers are typing on live chat before they even hit send. This gives you extra time to look up their past orders, tickets, and all other important information that you might need when assisting them.
Keep calm
The key takeaway from all this is to stay positive and motivated. Think of out of the box solutions that can help your customers and your agents alike. Remember that this is all only temporary and that everything will return back to normal soon.
If you need a help desk solution that will fulfil all your remote work requirements, try LiveAgent. We offer a built-in call center, ticketing system and a native live chat.
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FAQ
How can you provide excellent customer service during coronavirus?
To provide excellent customer service during covid, you can use a tool for customer support like LiveAgent. LiveAgent is help desk software that connects all the platforms into one. Thus, you can quickly provide answers from one interface without the need to switch between interfaces. The first reply time highly influences customer satisfaction. Therefore, it is essential to have a customer service tool/software that enables you to be as effective and efficient as possible.
What LiveAgent features can help you provide stellar customer assistance during covid?
To provide stellar customer service while dealing with a coronavirus outbreak, you can use LiveAgent's on-the-go chat widget, which provides a convenient interface to chat with your customers. Moreover, features such as canned messages, email templates, or predefined answers enable your agents to respond professionally to repetitive tasks right away.
LiveAgent's customer portal software can reduce costs and help manage customer inquiries. The software includes features such as articles, forums, FAQs and more. Customers are empowered with effective self-service, while businesses can maintain the best quality of customer service. A free trial is available for 7 or 30 days, with no setup fees and 24/7 customer service.
This text provides an overview of 13 different help desk ticketing systems, each with unique features and pricing options. The systems range from small business-focused options like KB Support and Vision Helpdesk to more comprehensive solutions like Zendesk and Freshdesk, which are geared towards larger corporations. Features range from basic ticket routing and messaging to AI automation, collaboration tools, and integrations with other apps. Prices vary depending on the level of service required, and most systems offer a free tier or trial period. Overall, businesses of all sizes can find a solution within this list to meet their customer service needs.
Leverage FAQ software to optimize your customer self-service experience
LiveAgent's FAQ software can help businesses optimize their customer self-service experience, as self-service becomes the preferred choice for 2 out of 3 consumers. The software allows customers to find answers quickly and easily, reducing ticket loads for businesses. LiveAgent offers a 7 to 30-day free trial with no setup fee and 24/7 customer service.
LiveAgent is not just a ticketing system, it is a comprehensive solution for business communication. Its features include multi-channel ticketing, universal inbox, over 200 software integrations, and 24/7 customer support. LiveAgent helps businesses provide excellent customer service, with faster replies and more reliable customer support. The universal inbox saves time by integrating all communication channels into one platform. LiveAgent also offers a wide range of productivity features and automation tools to streamline communication. Businesses can start a FREE trial to try out LiveAgent's features and improve their customer service.
Need a free live chat software?
LiveAgent is a free live chat software that allows businesses to connect with their customers within seconds. The software routes new incoming chats to the right team members and adapts chat availability with agent logins and logouts. LiveAgent saves time and erases customer service setbacks. According to Statista, 12% of Americans rate slow response times as their top frustration with customer service. Dimensional Research found that 72% of consumers view having to explain their problem to multiple people as poor customer service, while Microsoft reports that 72% of consumers expect agents to know their purchase history and previous engagements. LiveAgent is a highly-rated help desk software for SMBs offering a free live chat solution and unlimited ticket history.
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