The same is true everywhere in the world: the crisis caused by COVID-19 has changed consumer habits. Whatever the sector of activity, companies have been impacted and had to adapt to cope with significant demand from customers. As a result, in just two months everything changed internally, but also on the consumer side, namely the customer experience, customer relationship management and the way customers communicate with brands. An evolution which is not only ephemeral! Two-point explanation with Zendesk senior security engineer job description.
1. How did the COVID-19 crisis impact the customer experience?
With the context of COVID-19, companies had to answer a complex equation: how to do more with less? More customer requests, but fewer employees, less time, less income.
Zendesk, a worldwide CRM software publisher with more than 160,000 customers in 160 countries, analyzed the impact of the COVID-19 crisis on more than 23,000 corporate customers between the last week of February and may's beginning. According to this study, the Zendesk Benchmark , companies of all types are seeing the number of tickets increase due to the global impact of the virus on operations. Customer service demands are at their highest level. Since the start of the crisis, there has been a 24% increase in the average weekly volume of tickets processed by assistance teams in the first week of May, compared to the same period last year.
Companies in essential sectors are those which feel the impact of the crisis more heavily. On-demand supermarkets recorded the largest increase in requests for assistance, with a 133% increase in weekly tickets from late February to early May. Other sectors that have become essential for confined consumers also recorded a significant increase, 85% for teleconferencing platforms and 66% for game companies over the same period. On the other hand, containment measures particularly hit car-sharing companies, airlines and hotels. Carpoolers, for example, had experienced a 60% drop in weekly tickets in early May.
2. Invest in omnichannel to get through the crisis smoothly: self-service, messaging and chat are the new preferred communication channels
“ Self-service has been fundamental in responding to this problem," explains Gabriel Frasconi, Senior Director Enterprise Sales Continental Europe at Zendesk. For good reason, online help centers have enabled any customer to find the answer to many questions easily and by itself. Results: " Between 10 and 20 questions accounted for 80% of customer calls or messages. Managing incoming call volumes quickly became complex. To reduce the workload and relieve the telecommuting teams, the companies have naturally enriched their help center with a maximum of content adapted to recurring questions.”Content which has increased by almost 65% since the end of February and which has even exploded barometers in certain sectors: + 376% for teleworking and distance learning companies, + 101% for fitness companies ...
“A CRM platform with a help center worthy of the name has enabled brands to satisfy customers by rapidly absorbing all new requests. It also helped reduce the pressure on support teams. A real competitive advantage during this period of crisis! ” Gabriel Frasconi, Senior Director Enterprise Sales Continental Europe, at Zendesk.
1. How did the COVID-19 crisis impact the customer experience?
With the context of COVID-19, companies had to answer a complex equation: how to do more with less? More customer requests, but fewer employees, less time, less income.
Zendesk, a worldwide CRM software publisher with more than 160,000 customers in 160 countries, analyzed the impact of the COVID-19 crisis on more than 23,000 corporate customers between the last week of February and may's beginning. According to this study, the Zendesk Benchmark , companies of all types are seeing the number of tickets increase due to the global impact of the virus on operations. Customer service demands are at their highest level. Since the start of the crisis, there has been a 24% increase in the average weekly volume of tickets processed by assistance teams in the first week of May, compared to the same period last year.
Companies in essential sectors are those which feel the impact of the crisis more heavily. On-demand supermarkets recorded the largest increase in requests for assistance, with a 133% increase in weekly tickets from late February to early May. Other sectors that have become essential for confined consumers also recorded a significant increase, 85% for teleconferencing platforms and 66% for game companies over the same period. On the other hand, containment measures particularly hit car-sharing companies, airlines and hotels. Carpoolers, for example, had experienced a 60% drop in weekly tickets in early May.
2. Invest in omnichannel to get through the crisis smoothly: self-service, messaging and chat are the new preferred communication channels
“ Self-service has been fundamental in responding to this problem," explains Gabriel Frasconi, Senior Director Enterprise Sales Continental Europe at Zendesk. For good reason, online help centers have enabled any customer to find the answer to many questions easily and by itself. Results: " Between 10 and 20 questions accounted for 80% of customer calls or messages. Managing incoming call volumes quickly became complex. To reduce the workload and relieve the telecommuting teams, the companies have naturally enriched their help center with a maximum of content adapted to recurring questions.”Content which has increased by almost 65% since the end of February and which has even exploded barometers in certain sectors: + 376% for teleworking and distance learning companies, + 101% for fitness companies ...
“A CRM platform with a help center worthy of the name has enabled brands to satisfy customers by rapidly absorbing all new requests. It also helped reduce the pressure on support teams. A real competitive advantage during this period of crisis! ” Gabriel Frasconi, Senior Director Enterprise Sales Continental Europe, at Zendesk.
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