{"id":5423,"date":"2021-10-05T05:52:01","date_gmt":"2021-10-05T05:52:01","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=5423"},"modified":"2025-10-30T04:54:12","modified_gmt":"2025-10-30T04:54:12","slug":"rise-of-customer-support-during-the-covid-19","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/rise-of-customer-support-during-the-covid-19\/","title":{"rendered":"The Rise of Customer Support During the COVID-19 Pandemic"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The year 2020 will surely go down in history as one of the most eventful years of the 21st century, courtesy of the COVID-19 pandemic and the ensuing lockdown.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The virus led to the breakdown of existing systems and structures for new world order. New protocols were introduced to contain the virus and counter the rapidly increasing number of infections and fatalities worldwide.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The pandemic brought on new challenges that were antithetical to the functioning of the erstwhile systems in place. Since the virus spreads rapidly, combined with the limitations of the healthcare systems, social distancing and quarantine rules became the writing on the wall.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers and businesses alike were pushed to working and living without stepping outside their homes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And nobody saw it coming.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Businesses were not adequately equipped or experienced to sustain remote operations. The general populace, too, was pushed into a state of widespread panic and paranoia.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The hysteria funnelled a more urgent need for instant and efficient customer service to resolve customer concerns\u2014whether it was cancelled flights or the status of an essential item they ordered.<\/span><\/p>\n<h2>The way forward<\/h2>\n<p><span style=\"font-weight: 400;\">While the pandemic came with its own set of challenges in dispensing fast and effective customer support, it also served as a watershed moment for the digital automation of the customer support systems.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">During this worldwide public health emergency, people flooded the support channels. They sought more emphatic and immediate engagement, spurring customer support automation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Companies had to gear up to adopt and implement technologies that automate support processes. And the various solutions that emerged from this period have changed customers\u2019 digital habits for good.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some of the trends which led to the adoption of automated solutions are:<\/span><\/p>\n<ul>\n<li>\n<h3>Evolving customer behaviour:<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Covid-19 rendered most of our habits useless and necessitated the usage of contactless services. People had to adapt to digital solutions, whether purchasing groceries or ordering clothes. This pushed them to adopt self-service technologies. <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.destinationcrm.com\/Articles\/Editorial\/Magazine-Features\/The-Top-Customer-Service-Trends-Digital-Channels-Overtake-Service-Options-147820.aspx\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">45% of customers are more likely to use self-service tools<\/span><\/a><span style=\"font-weight: 400;\"> now than before Covid-19.<\/span><\/p>\n<ul>\n<li>\n<h3>Shifting business ecosystem:<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Covid-19 majorly disrupted the business ecosystem by introducing digital transformation around the globe, probably earlier than anticipated.\u00a0<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><a class=\"acefone_web_click\" href=\"https:\/\/hbr.org\/resources\/pdfs\/comm\/microsoft\/Competingin2020.pdf\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">77% of companies rely on digital solutions, <\/span><\/a><span style=\"font-weight: 400;\">but less than half are ready for digital disruption. The pandemic exposed the technological gaps in the workings of organisations and forced them to adopt improved service delivery models.<\/span><\/p>\n<ul>\n<li>\n<h3>Expectation imbalance:<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">There was a vast chasm between customer requirements and the standards of digital assistance and self-service.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Executives were under the gun to prevent customer churn, and this pressure eventually accelerated the adoption of self-service technologies. Experts point to the continual improvements seen over the years.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The integration of these tools and services in daily operations showed great benefits across industries and countries. Here, we discuss some of these solutions that stepped up during the pandemic:<\/span><\/p>\n<ul>\n<li>\n<h3><strong>Customer self-service<\/strong><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">When a customer gains issue resolution without the intervention of a live agent, it is referred to as <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/why-customer-self-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer self-service<\/a>. This is facilitated by various systems, including FAQs, chatbots, online portals, communities, and social media. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">The enormous advances made in this sector can enable an entire population to solve most of their issues themselves.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Organisations that adopted customer self-service enjoyed the following benefits:<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<ul>\n<li>\n<h3>Better customer relations<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It was critical for businesses to meet customer expectations during the pandemic. So, ensuring a faster response time became a clear indicator of successful operations.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Employing customer self-service became one of the strategies which led them to achieve the same. It also helped with customer retention.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Substituting traditional call centers with self-service tools would also improve operational efficiencies. The workforce earlier assigned to a dedicated call center desk for customer grievances can now be aligned to more strategic and operational roles.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<ul>\n<li>\n<h3><strong>More revenue<\/strong><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The pandemic saw the marketing spend plummet to new lows, consequently affecting virtually all businesses around the globe.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Therefore, it was crucial to maintain a consistent revenue stream at minimum cost. Effective customer self-service meant happy customers who chose to stick with the same company, ensuring a healthy inflow of returns at optimised cost.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Further, satisfied customers attracted more customers through word of mouth. People also bought more and more frequently if self-service was seamless.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3>Omni-channel customer service<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The pandemic saw an uptick in the use of digital channels such as social media, online stores, and chatbots for purchases by customers. These brands also introduced safer manual purchasing means like curbside pickup, appointment shopping, and click and collect due to the pandemic.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">However, retailers soon realised that integrating digital channels with physical channels was necessary to provide a seamless experience to customers. This connected approach to delivering service wherein customers can easily move between channels while continuing their journeys is called <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/lessons-from-brands-benefitted-from-omnichannel-solutions\/\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel support<\/a>.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">An omnichannel approach has a direct impact on the following facets of any business setup:<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8211; Businesses that adopted omnichannel support systems showed a <\/span><a class=\"acefone_web_click\" href=\"https:\/\/www.digitalcommerce360.com\/2013\/12\/31\/why-omnichannel-strategy-matters\/#:~:text=says%20in%20a%20new%20study,companies%20with%20weak%20omnichannel%20strategies.&amp;text=Average%207.5%25%20year%2Dover%2D,contact%2C%20compared%20with%200.2%25.\" target=\"blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">7.5% YoY decrease in costs along with a 9.5% annual increase in revenues<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">&#8211; Omnichannel support also contributed towards customer retention by developing loyalty through enhanced support<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3>Conversational AI<\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The increasing workload of support staff worldwide during the pandemic forced companies to look for solutions that could rectify the situation without compromising on quality.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is where <a class=\"acefone_web_click\" href=\"https:\/\/www.acefone.com\/blog\/ai-empowered-future-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">Conversational AI<\/a> came into the picture.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This technology utilises natural language processing (NLP) and machine learning (ML) algorithms to offer a human-like interaction to customers.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Conversational AI does not rely on a pre-determined set of phrases to converse with the customer, allowing the customer to talk freely about their problem statement.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the initial phases of the pandemic, Whatsapp used conversational AI to connect people in need of oxygen or any other medical supply. The adoption of the technology brought the following advantages to businesses:<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">It helped build more profound and empathetic customer relations, thus driving loyalty and retention<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">AI-powered customer support teams to work remotely with ease and comfort<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Incorporating AI in support systems meant that customers did not have to wait for a human agent to resolve their queries. This added agility and speed to the entire support process.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The COVID-19 pandemic became the perfect opportunity for the automation of the customer service systems.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Technologies like conversational AI, omnichannel support, and self-service facilities provided much-needed relief to overburdened client-facing teams who were able to fulfil customer expectations.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It is expected that these practices will continue in the post-pandemic era, and these processes will take root in the customer&#8217;s psyche.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The year 2020 will surely go down in history as one of the most eventful years of the 21st century, courtesy of the COVID-19 pandemic and the ensuing lockdown.\u00a0 The virus led to the breakdown of existing systems and structures for new world order. New protocols were introduced to contain the virus and counter the [&hellip;]<\/p>\n","protected":false},"author":36,"featured_media":19962,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[120],"tags":[],"class_list":{"0":"post-5423","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-customer-service"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Rise of Customer Support Systems During the Covid-19 Pandemic<\/title>\n<meta name=\"description\" content=\"During the pandemic, multiple technologies were adopted to provide relief to the overburdened support agents whilst providing efficient customer support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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