The Effects of COVID-19 On Customer Service


Streaming Resolutions by Growing Investment in Automation

Businesses have had to reassess their technology due to the effects of COVID-19. When it comes to customer service and automation, this is especially true. A comparison between the perspective of organizations before, during, and looking to the future of a post-pandemic life, provided by Inference Solutions, shows that by 2020, 25% of customer service operations will integrate chatbot technology or a virtual custom assistant. Inference Solutions found in a more recent survey that 71% of IT decision-makers noted that Intelligent self-service automation helped them to keep their businesses afloat during the pandemic.


The same survey showed that 64% of IT decision-makers expect an increase in automation technology investments from their organizations in the coming year. 26% of those same people plan to increase automation technology investments by more than 10%. One of the most popular forms of automation right now is the Chatbot. According to the survey plan from Inference Solutions, 45% of respondents will invest in this area due to the COVID-19 crisis. On the other hand, 48% of people plan on investing in an employee IT help desk. Beyond the explosion of messaging as a communication channel for businesses and consumers, as well as other forms of virtual engagement, the physical world of brick-and-mortar businesses is starting to implement contactless practices, such as curbside pickup. According to a recent article by Invesp, 67% of US shoppers have bought something online and picked it up in-store within the past six months. By 2025, almost 10% of all sales will be fulfilled by Click and Collect. As we said before, there is plenty of uncertainty in the world. However, we can't deny the importance of customer service and its impact in the coming years. To learn more about how you can implement better customer service practices with your business, make sure to get in contact with us at Gold Level Marketing.

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