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Anyone up for a customer
experience challenge?

By Phil Audley | October 2020

Anyone up for a customer experience challenge?

By Phil Audley | October 2020

During the lockdown that began in March, Customer Experience service providers were trumpeting their success at implementing their ‘Work from Home’ solutions within weeks of the lockdown being introduced. The industry really pulled out all the stops marked as ‘business agility’ and was able to get 80, 90, or in some cases 100% of their Contact Centre staff around the world operational in what became the new norm. Quite an achievement.

 

The trouble is, as a consumer, I experienced something quite different and thought provoking. All of my utility providers, my bank, newspaper and magazine subscription providers, or any retailer who holds my details as a brand patron either contacted me directly, or gave me the same scripted message whenever I tried to contact them; “Don’t try to contact us at the moment, or if you do need to, whatever you do please don’t call!” There were outgoing Interactive Voice Response (IVR) messages and auto-response emails of apology with talk of “significantly reduced teams not being able to respond to calls” and “at this time we are prioritizing our vulnerable customers” (One thing that baffled me was how they knew or decided who was vulnerable and who wasn’t). In other words, as a consumer, the levels of customer service I experienced personally fell off a cliff across the board, with one notable exception – take a bow Life Fitness!

 

Still speaking from personal experience as a consumer, I’m happy to say that as time has passed, service levels are slowly starting to recover. But like so many things today, the new world will inevitably be different in many ways from the old. So what are the longer-term implications for the Customer Support industry? I see three obvious ones, which will not be news to anyone who takes even a passing interest in the market.

1. No doubt, after the mad scramble to implement the ‘Work from Home’ solutions, service providers are now starting to consider their service mix and the role that home working will play in the long term.

 

2. Certainly, the pace of digital adoption is increasing as digital solutions are obviously far more adaptable and scalable, not to mention immune to the vagaries of the virus. Digital is a far better bet when it comes to business continuity, and from the perspective of service continuity, I certainly hope that all of my providers are paying attention to that.

 

3. If they are currently single-sourced, brands less than totally satisfied with their incumbent Customer Service provider, as all of the ones I patronize should be, will be looking to spread their Business Continuity Planning (BCP) risk by adopting a ‘champion/challenger’ sourcing strategy.

1. No doubt, after the mad scramble to implement the ‘Work from Home’ solutions, service providers are now starting to consider their service mix and the role that home working will play in the long term.

 

2. Certainly, the pace of digital adoption is increasing as digital solutions are obviously far more adaptable and scalable, not to mention immune to the vagaries of the virus. Digital is a far better bet when it comes to business continuity, and from the perspective of service continuity, I certainly hope that all of my providers are paying attention to that.

 

3. If they are currently single-sourced, brands less than totally satisfied with their incumbent Customer Service provider, as all of the ones I patronize should be, will be looking to spread their Business Continuity Planning (BCP) risk by adopting a ‘champion/challenger’ sourcing strategy.

Having a challenger provider in the mix can bring a number of benefits in addition to risk mitigation, and can also open up new options.

 

This partner can provide an ideal environment to test new service and commercial models and incubate new digital solutions. By definition, the challenger provider will be more agile and responsive. They also have the ability to be flexible; being able to scale up and down for both known seasonal trends, and also unknown variables such as COVID-19.

So if you had to give your customers the news that their service levels were on the floor during the pandemic and, as a result, are looking for a challenger in the service mix, why not see how Quantanite helped JustPark rise to the challenge of the pandemic and serve their customers better than ever before.

Contact Quantanite today to learn more.

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