Covid-19 has changed the way we live, work and shop. From doctors’ appointments to gym classes and work meetings — everyday activities that once took place in person are now taking place online.
This has dramatically changed customer expectations on businesses and contact centres. Not only do customers now expect to be able to contact brands online, they also expect to receive the same level of attention, empathy and care on these digital channels as they would do in-store or in-person.
According to Salesforce’s latest ‘State of the Connected Customer’ report, 58% of customers say the pandemic has raised their customer service standards and 68% say they expect to be shown empathy. Our own research also shows one in four (24%) consumers feel being able to communicate via video would improve their customer service experience and almost half (45%) would use it if it was offered, particularly for complex issues.