It’s safe to say that 2020 has been a bigger challenge than any of us could have ever expected. Lockdown and social distancing orders were put in place in order to ensure public health safety. This, in turn, originated numerous concerns for businesses that quickly realized they would not be operating as usual.
Some companies did not have the necessary infrastructure or policies required to enable a work-from-home (WFH) model. Others like travel and hospitality businesses witnessed a spike in customer demands due to travel bans and restrictions, lacking the workforce needed to respond to it. As demand drastically declined, some businesses might see themselves forced to close doors in a short period of time.
At Talkdesk®, we are committed to ending bad customer service and supporting our customers at all times. That’s why we reached out to our customers to understand how they have been affected by the pandemic, how they are responding to better serve their customers during these unprecedented times and solicit feedback for ways Talkdesk can be of assistance.
The survey was conducted in April 2020 and received almost 100 responses from customer experience leaders and practitioners. The top three operating respondents are from industries like Technology, Financial Services and Services & Delivery.
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Top Three Takeaways
Pain point: When asked how the COVID-19 crisis affected their businesses, respondents converged around three different answers, namely “working from home”, “dealing with more calls” and “no impact shown”.
Our response: Talkdesk CX Cloud™ is a flexible, scalable and reliable solution that adapts to any of your business needs and can easily be scaled up or down to bring in agents as needed to meet fluctuating demands. In addition, Talkdesk Mobile Agent allows your workforce to engage with customers any time, anywhere, using any mobile device; as long as they have a headset, they should be good to go.
“The ease and flexibility of Talkdesk allowed us to make quick changes to our IVR and call routing to be able to adapt to ever-changing business needs.” – Amy Cordova, Senior Manager Member Support, SmithRX
Pain point: In response to how companies are better serving customers and staff in this time of crisis, along with providing financial assistance and values such as kindness and positivity, some responses included “proactive communications” and “bring in more agents”.
Our response: One of the many features included in Talkdesk Outbound Dialer is the ability to proactively send personalized and automated communications via voice or SMS in order to raise customer retention and decrease inbound call volume. Additionally, Talkdesk CXTalent™ is the go-to place for organizations in need of a larger workforce to quickly find and bring in remote agents to meet rising demands.
“For our customers, we have introduced voice AI to answer phone calls, triage issues, and created cases to allow our reduced staff to be more focused on solving customer issues,” – Michael Coster, Supervisor CRM & Analytics, Xenial
Pain point: We also asked our customers how Talkdesk has helped to manage shifting business models during the pandemic. The main results were “work-from-home solutions”, “business continuity” and “IVR”.
Our response: We are committed to helping our customers make the most out of our cloud-native solutions. That’s why we have extended our Business Continuity offers until July 1, which includes options from a flexible deployment model to remote tools for agents. Additionally, Talkdesk Studio is a robust, AI-infused solution that allows customer support professionals to easily design intelligent, context-driven call flows that deliver a friction-free customer experience.
“We transitioned almost 200 people to work from home in 24 hours. Without Talkdesk as our provider it would not have been as easy to complete.” – Dale Sturgill, VP Contact Center Operations, EmployBridge
Navigating through and adapting business needs is not an easy task with the world going through a pandemic. The safety of your workforce should be your top priority, followed by maintaining high levels of customer satisfaction and retention. Talkdesk’s cloud-native architecture enables the necessary flexibility for companies to enjoy the solutions that best fit their needs while guaranteeing business continuity.
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