埃森哲：COVID-19：瞬息万变的响应式客户服务 -埃森哲（英文版）.pdf

1、NOWNEXT COVID-19: Responsive customer service in times ofchange Covid-19:WhattoDoNow,WhattoDoNext 2COVID-19: Responsive customer service in times ofchange COVID-19 has turned into a global crisis, evolving at unprecedented speed and scale. It is creating a universal imperative forgovernments and org

2、anizations to take immediate action to protect their people. The viruscontinuestorapidlyspread, to every continent, with over 60 countriesimpactedandmorethan 1,700newcasesreporteddaily. ThesuddenemergenceofCOVID-19isrequiringthatbrandsmove at unprecedented speed to serve their customers with quality

3、 whilecaringfortheiremployeeswithcompassion. Brands are required to re-evaluate how contact centers are leveraged, how contact center employees deliver quality customerexperiences,wherecontactcenteremployeeswork, andhowdigitalchannelscanbeusedtosupporttheincreasein contact centervolume. Leadersmustm

4、akeswift,insight-informeddecisionstosupport their contact center employees while maintaining and earning customertrust. The emotional state of consumersandbusinesses addstothechallenge But the combination of fear, uncertainty and frustration presents brands with both new risks and opportunities. Pro

5、viding compassionate customer service will likely generate an outsized increaseinpositivebrandperceptionandcustomerloyaltypost-crisis. Conversely, inaccessible, ineffective or uncaring responses are likely todriveanequallypronouncednegativereaction. During times of crisis, contact centers are crucia

6、l. Customers prefer live interactionwhentheywantanswersto urgentandcomplexissues: 4COVID-19: Responsive customer service in times ofchange 58% morecustomersprefertosolve urgentissuesbycallingforsupport ratherthanuseotherchannels.1 57% of customers ranked call support as their initial channel prefere