Protect Your Brand’s Perception
The 100+ page report presents data, insights, and usable best practices that all B2C and B2B companies can use now and going forward. Quiq’s VP of Brand, Jenne Meyer offers sound advice on how companies can foster a positive affinity to their brand, even in the midst of a crisis, in the article “Protect Your Brand With Digital Engagement”.
A few key takeaways from the article:
1. Make accessibility a priority.
Provide your customers with the assurance that you’re there when they need you. Opening new channels like messaging, web chat, and social channels encourages your customers to contact you the way they prefer and at their convenience.
2. Protect your customer’s experience.
The shuttering of contact centers, either voluntarily or due to government mandates like those in the Philippines and India, was a hard lesson learned about scale and flexibility for customer service. While many companies scrambled to transition to a remote work model, customer inquiries skyrocketed, with customer wait times stretching across hours. Companies can protect their customers from the frustration of long wait times and delayed responses with the help of self-serve options like bots.
3. Adjust your metrics.
During times of crisis, it’s imperative to reframe your metrics and to look far beyond the number of customers an agent helps within a certain time frame. Agents need to be empathetic and that may lengthen interaction times. Consider focusing more on customer satisfaction.
The article is just one example of how companies can use effective digital strategies to weather the coronavirus storm and prepare for whatever the future may hold. Download the full report on the Quiq website.