How COVID-19 Changed Customer Support

From how we visit grocery stores to the world transportation system — nothing will ever be the same after 2020. Customer support and the way support teams operate have also seen changes during this time. 

Like for a lot of global businesses, there have been changes for the SupportYourApp team and the way we operate. 

What new communication rules have we brought into customer support since the Covid outbreak, and how did we implement them in our processes? 

1. Adjust your processes to the situation

According to Gartner, 88% of businesses required their teams to work from home in 2020. This adjustment was not easy on them. Businesses have reported difficulties in communication, project management and security, as well as higher rates of burnouts. Some companies had to change their entire operation to adapt to the new normal. 

⭐  SupportYourApp expertise: Setting up remote processes was not new to SupportYourApp. For a decade, we have been dealing with teams and professionals around the globe. We know how to keep everyone connected and supported while not being in the office. Our teams and departments have set regular check-ups to make sure we track everyone’s emotional state and well-being. We even found a way to work out via Zoom. We started to rely on different Kanban-style task boards even more.

All of this makes sure — no ticket will slip our attention and no customer will be left without an answer. 

2. Communicate the changes to the entire team

A Dynamic Signal study found 80% of US professionals feel stressed due to inefficient company communication. Because of this, their performance starts failing, which might result in tasks being overdue, burnouts, and inability to perform their duties. 

⭐  SupportYourApp expertise: Our CEO and our management have been keeping everyone in the loop since the pandemic started. From fully going remote, to updates on our future and current processes, to company-wide calls on our eco initiatives — our communication flows have been and are running as smooth as ever. We remain friendly, connected, and updated. This helps us be one team no matter where we are.  

3. Adapt to fast-paced and ever-changing environment

From unexpected pandemics to new technologies — the world is changing constantly. Businesses and their teams should be ready to adapt to the new reality and retain the same high level of customer support. 

⭐  SupportYourApp expertise: SupportYourApp, just like the world itself, is in the process of constant change and growth. In just two years, we have grown our team by 100%. We are always looking for ways to develop ourselves. For example: 

• We have established an eco-community and are always conducting activities to educate ourselves on the matter. 
• Our teams are encouraged to look for courses and professional training to never stop developing. 
• We look for new ways to make our work and communication more efficient and productive. 

This brings us closer, which helps us establish an even better teamwork culture. 

4. Implement AI and automation

In 2020 McKinsey and Company said 50% of businesses have implemented AI for at least 1 business task. 24% of companies have used AI to enhance their product or optimize their operations. Other implementations include optimization of performance management, customer segmentation, risk assessment, and so on. 

⭐  SupportYourApp expertise: SupportYourApp uses AI to optimize customer service. Our in-house developed QCRM and its AI element QUOSTON help our teams improve customer communication by differentiating between different communication tones and helping our support consultants optimize customer communication. As a result, our teams provide every customer with optimized yet personalized communication, which helps us ensure 95% satisfaction KPI. 

5. Always put customers first

A PWC study suggested 54% of consumers say customer experience in most companies could be improved. According to the same study, 32% of customers would stop doing business with a brand after just one bad experience. By not putting customers first businesses risk losing about a third of their customer base. 

⭐  SupportYourApp expertise: customers’ comfort and satisfaction is our teams’ priority. We find an approach to customers from any project and during any flow. 

For example, one of our clients is a meditation app. It helps customers relieve panic and anxiety attacks, sleep better, perform breathing exercises, and so on. Especially during the pandemic, the team has been communicating with people under a lot of stress and pressure.

No matter the request and the tone of a customer’s communication, our teams have answered every inquiry and found different approaches to any ticket: typing out the resolution process, going into screen sharing sessions with customers, or filming the resolution process for the easiest understanding.

6. Get used to providing service in crisis situations

Bill Gates predicts there will be more pandemics in the future. This means living and operating during a crisis situation will become our norm. Will teams be ready to maintain the same level of customer service through each of the crisis situations? 

⭐  SupportYourApp expertise: Our hiring and onboarding processes have been designed and set up in a way that allows us to select only the best people for the positions. We always look for those who want to develop, change, and will be ready to be at their best in any situation. Our training ensures everyone on our team knows the ins- and outs- of positive language and active listening. This allows us to  communicate with our clients’ customers and with each other efficiently. As a result, we rarely have roadblocks and if we do, we resolve them on the spot, without letting them affect our processes and customer experience. 

The pandemic has changed customer support. It became more resilient, flexible and customer-centric. If the tendencies keep up, in the nearest future we will see support services make an even bigger leap forward. And the SupportYourApp team will be right up front of the development. 

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