Though COVID-19 has changed how we view the world, how has it changed the way customers interact with businesses? While it certainly creates roadblocks in terms of being near customers and providing them a personalized experience, many organizations will probably realize that it doesn’t change much on the customer experience side. Satisfying customers will require more steps from now on, but overall, the challenge is very much the same as it was before. So how does one go about providing a great customer experience among a worldwide pandemic?
Challenge #1 - Omnichannel: The need to serve customers seamlessly across the omnichannel landscape still remains
This challenge is one that organizations have had to work around for years, but now it is even more important. First off, the channels in which customers interact with businesses has changed, with more channels now than ever before and with new ones emerging constantly. While new channels present new challenges, they also present new opportunities. The main challenge this creates is that organizations don’t just have the ability to serve customers, but they can also transact with them on all channels. So how can they do this, and do it effectively? The opportunity this brings is simple. Organizations can transact on all channels, not just to serve customers, but for all required business practices (e.g. opening a new bank account via video chat).
In 2020, having a truly omnichannel customer service model is no longer a nice to have- it’s a must have for any business that wants to lead (e.g. COVID and the need to be able to serve online). The current IT landscape for most organizations is missing a true omnichannel management solutions that can bring all of this together and any future roadmap – that missing piece is Q-Flow. Q-Flow can operate as a central application for any business to capture, control the flow of, and enable a business to transact with customers across all channels; now, and in the future.
Challenge #2 - Efficiency vs. Effectiveness: The driving need to increase customer service efficiency, whilst increasing effectiveness & satisfaction
With every customer service channel being scrutinized more than ever, organizations are faced with trying to figure out how to improve their effectiveness and satisfaction. Their customer service channel needs to be as efficient as possible while still enabling them to deliver excellent customer service. Because of this, most organizations share one core common feature: their most expensive resources are its people and its places. Customers now demand a first-class service across all channels, regardless of sector. For example, a customer may think “My banking experience needs to be at the same level of my healthcare experience… if I can speak to my bank manager on a video call, why on earth can I not speak to my doctor on a video call?” While the technology is available to provide customer service across all channels, the key for customer satisfaction is bringing all of these services together under a single system that optimizes the resources and processes.
In 2020, organizations need to strike a balance between serving the customers to the best of their ability while also leaving room for profit within every interaction. The answer to their prayers? Q-Flow. By having the ability to not only enable customer service and transact on all channels, they can also optimize their resources and processes that make it all possible.
Challenge #3 - Re-defining the physical: A need to justify the value of, and define the role of, the physical environment
With this challenge, organizations are now learning that physical locations need to change in order to stay competitive. The increasing options of serving and transacting with customers via digital channels (e-commerce, etc.) creates pressure on justifying the role and value of physical environments. For most organizations with a heavy physical footprint (e.g. banks, retail, automotive, local government, etc.) there has been a reduction in footfall, and this will only continue. The ability to attract customers to physical locations requires the store to have a new defined role that pushes sales to deliver good service, therefore developing a physical customer community.
In 2020, a time where we all are spread apart, the solution is to host events and have appointments for specific customers. Q-Flow’s Event & Appointment Management solutions enable businesses to create and promote events / appointments in minutes and respond to the market in real-time.
All in all, this challenge of justifying a physical environment can be easily conquered with solid customer outreach in order to differentiate yourself from the competition. Better yet, our solutions were made to help you with this.
In summary, all three of these customer experience challenges are still prevalent today and haven’t changed since COVID-19. Customer expectations are constantly evolving. In order to keep them satisfied, we must shift and, in some areas, lead the way. Video is everywhere today, and the future will only yield newer, better technology that will surely put video first. In order to stay relevant and competitive, organizations should look to take the leap of faith and deliver the technology, making it accessible to all. The future always brings new challenges but those only create new opportunities! And with good foresight, companies can capitalize on those opportunities to lead the market they are in.
