The COVID-19 pandemic broke out like an iron fist hitting humanity. Not only does it destroy the line of health and human health, but above all, it has a strong impact on the global economy. According to the analysis of economic experts, the Covid 19 pandemic will have long-term consequences and degrade the economies of countries as well as change the consumption behavior of customers. So, what do businesses need to do to be able to retain their customers? Let's BECARE find out!
1. How will post-Covid consumer trends change?
The year 2020, the beginning of the tragic situation of the economies. Specifically, in Vietnam around after March 2020, when epidemic prevention measures such as: travel restrictions, social distancing, isolation, etc., have made the supply of inputs for the production and business process difficult. Businesses have suffered a sharp decline (decreased social supply), social consumption and investment decreased sharply (reduced demand), leading to businesses having to reduce production and business or stop operating, employees have to work long hours. shortened or quit or lost a job.
On the other hand, the Covid pandemic has contributed to accelerating the process of changing consumption trends from direct exchanges to increasing online activities, and promoting non-touch economic activities. According to RMIT research, social distancing measures to prevent and control the epidemic have had a strong impact on the economic structure, as well as the behavior of society, and suggested that Vietnam should prepare for an economy that does not exist. contact now, by the newly formed way of life and business practices. One of the proofs for the trend of "contactless economy" is the explosion of e-commerce activities since the COVID-19 pandemic appeared (late 2019). Non-touch economic activities develop, requiring businesses to quickly improvise and adapt to the times.
According to experts, when the pandemic passes, perhaps the default will be what happens online. From meeting, working to studying. Classroom learning is now replaced by self-selecting start and end times, can pause or rewind… Accordingly, online courses are gradually replacing the traditional way of learning, It is the COVID-19 crisis that has accelerated the onlineization of teaching and learning activities.
2. Solution to retain customers during the epidemic season
The times of separation during the epidemic season have brought people into a virtual world, businesses are more distant from customers. Therefore, in order for the distance between businesses and their customers to not be "dilated", it is necessary to have solutions to retain customers. One of the many solutions that businesses can choose is Continuously improve customer experience before, during and after using the service.
According to the Gladly survey report, up to 84% customers will spend money to buy products from companies with which they have the best experience and customers always want to contact you using the communication channel that they have. They love the most such as: Voice calls, webchat, SMS, email and social networks, ... along with that they also want a seamless experience in the process of buying/using the service and Contact Center is the optimal solution for all businesses that want to improve the experience and shorten the distance with customers. Contact Center not only helps you unify all communication channels into a single, easy-to-use interface, but also helps you proactively communicate with customers.
According to research data released by Aberdeen Group, when companies use an omnichannel approach, customer retention rates increase by 91% compared to companies that do not use Contact Center. You can use Contact Center for the following 3 solutions to increase the customer experience:
Build a more personalized customer experience.
According to Microsoft research, 72% people expect your customer service team to know who they are, what they've purchased, and a good understanding of their past interactions. And the Contact Center platform will help you with that. When using Contact Center, it will re-systemat and arrange for you the information in a reasonable way, making it easy for you to control and take advantage of the information collected from the channels to build customer relationships. personalized experiences to keep customers coming back.
Be proactive in data collection.
At a basic level, the simplest customer data you can easily collect is past conversations that customers have interacted with across channels. However, you still need to expand the data further because regularly updating and collecting data for customers will be the golden key to help you optimize the customer experience.
Contact Center will promote maximum efficiency when customer interaction data is well understood by Agents through the traces left by customers such as: Previously viewed websites, goods and items in shopping cart on the website, survey results or conversation recording files, consulting for customers. All data is fully aggregated, detailed and located in one CRM management and you can use it at any time.
Regularly monitor and update changes in customer preferences.
The uncertainty caused by COVID-19 can change the market and the entire industry overnight. Using Contact Center, you can quickly adapt to any changes in customer needs and wants.
If a customer is frustrated with the limitations of an automated chatbot, provide them with an easy way to contact a live agent. This way, a representative takes over for a personalized and seamless experience.
Solutions to improve customer experience are important because every business, big or small, in any industry or field, needs better customer service. Let BECARE accompany you. BECARE.io – A comprehensive customer service provider with a full package of customer care personnel service solutions and omni-channel contact center software designed specifically to suit all needs and sizes of businesses. Karma. BECARE is committed to bringing the best customer service experience to its customers.
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