Does Your Company Need a Contact Center During the Crisis?
The short answer is yes, the recent crisis generated by the Covid-19 pandemic worldwide has forced all types of companies to digitize their businesses and offer brand-defining products and services through non-face-to-face channels.
It’s simple, because of social isolation, this measure is recommended by the WHO and adopted by hundreds of countries worldwide.
It seems to be the only appropriate strategy to curb or at least minimize the percentage of contagions of the virus. This implies a change in consumer habits and the behavior of both captive and potential customers, to which your company must adjust.
This is how we have moved to:
- Ordering our food through apps
- Meeting with friends through video conferencing
- To receive medical assistance through phone calls
- To get legal advice in the same way
- To closing business deals through emails
To spend most of our day using technological tools that allow us to follow the course of our lives regularly.
Therefore, it is time to adapt quickly. The crisis itself means that we can no longer continue doing the same thing, and at a time when you will indeed experience a significant drop in sales, you should ask yourself two questions.
- How to mitigate the crisis in my business?
- How do I keep my service/product up to date?
For both situations, the answer is digitization; yes, you may think you already have a website.
Digitalization also includes the evolution of your service/product, your distribution channels, and, of course, your responsiveness to customers.
In this last item, where the Contact Center comes into play, companies that focus on providing virtual assistance services, ranging from call answering and customer service to implementing campaigns at a meager cost compared to what it would cost to implement this type of care on your own.
In other words, these companies offer you the opportunity to centralize communication and customer service in one place, with the quality guarantee you need.
Crisis aside, the service offered by contact centers seems like the kind of service you should consistently have, and you’re right.
Still, during the downturn, your brand goes through a litmus test where multiple aspects of your business are evaluated to determine your continuity with the competitors.
So what to do during the crisis?
Mainly digitize your customer service; a complete answering service will allow you to accurately identify the needs of your captive and potential customers to offer them a tailored service.
Generate content according to your customers‘ needs; remember that the crisis is the time to demonstrate your ability to adapt.
Monitor the evolution of the crisis to be able to generate strategies according to the situation.
Evaluate your company’s capacity to respond to the crisis. Remember that evaluating and implementing strategies in time will increase your company’s probability of remaining standing once the crisis is over.
Do not let your business stop, find in us your best ally to face the crisis, we progress with you.