Sundara SukavanamSundara SukavanamSeptember 2, 2020


Human interaction is critical to our wellbeing, which is why many of us struggled with the COVID-19 lockdown. As Nicholas Christakis at Yale put it “The world called on us to suppress our profoundly human and evolutionarily hard-wired impulses for connection: seeing our friends and getting together in groups.” This is why we saw a dramatic rise in the use of apps like Zoom and HouseParty as we found different ways to interact with our friends, family and colleagues.

This yearning for human engagement is driving an important shift for customer service teams. Customer experience can no longer be formulaic: it must be driven by empathy, connection and the desire to resolve problems actively. And these changes need to be implemented whilst large parts of the workforce are still working remotely. So how will businesses navigate this change?

Balancing empathy and efficiency

Even before lockdown, positive human interaction sat at the heart of good customer service. Consumers were seeking a personalised experience. In fact, research from Microsoft found 72 percent of customers wanted customer services teams to know who they are and what they had previously purchased. However, personalisation alone is not enough; nearly a third (30 percent) of consumers expected customer services agents to be knowledgeable and friendly. Failure to deliver this positive experience can negatively impact Net Promoter Score (NPS) and see customers turning to the competition.

This need for personalised, human engagement has increased as we ease out of lockdown. For businesses, this means a delicate balancing act between empathy and efficiency. Every organisation is looking to streamline operations; ultimately, the goal is to have agents deal with more enquiries whilst delivering a higher ratio of positive outcomes. However, an efficient customer service capability that also provides a sensitive, empathetic experience is not as counterintuitive as you may think. Enter technology and upskilling.

Human plus digital

To deliver a customer experience that is fit for these unsettling times, agents will need to be driven by empathy and the resolve to solve customers problems proactively. This is where technology has a critical role to play as an enabler to your team. By taking away administrative tasks and equipping customer service teams with data-driven insight, it will be easier for agents to have positive, empathetic conversations whilst speedily resolving issues.

Just as important as elevating human interactions is identifying the areas that are ripe for automation. There are many low-lift, non-strategic engagements where a digital solution can deliver better results. Enterprises should review the customer journey and identify where there is a role for automated systems such as chatbots, which consumers are increasingly willing to engage with. Research has found 30 percent of consumers rate chatbot interactions as “very effective” when dealing with their queries. Implemented in the right way, these systems can quickly resolve simple issues while freeing up agents to focus on more complex issues where human interaction is essential.

Finally, customer service staff have also been impacted by lockdown. Many are working remotely and need support and upskilling to help them reshape customer experience for the current climate. One UK media company provides a great best practice example here. Remote teams were supported with digital training around products, processes and compliance. This was supplemented with in-depth training assessments, train-the-trainer initiatives. The result was more positive customer interactions across the board; NPS rose by 4.5 while productivity grew by 10 percent.

Get the right guide

Given the unprecedented disruption that businesses have faced over recent months, the task of revamping customer experience may seem daunting. Taking a digital-first approach that supports staff and customers alike makes it possible to drive change fast, effectively and affordably.  Service providers and technology partners can act here as experienced guides for businesses embarking on this journey.

No one can be certain about what will happen next. However, making the right decisions now, organisations can ensure they are ready to surprise and delight customers in the next normal.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:

For Masterclass enquiries:
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


weight loss quick monique weight loss pictures jenny craige weight loss best otc energy pills sydney simpson weight loss catelynn lowell weight loss 2016 weight loss clinic memphis weight loss exercise programs oatmeal diet weight loss results vibration plate weight loss easy weight loss cleanse doctors select weight loss 4 reviews parsley tea weight loss performix diet pills will skin shrink after weight loss grits weight loss weight loss tumblr before and after peanuts weight loss pills for extreme weight loss thyroid medicine and weight loss pictures of prescription diet pills low gi diet weight loss success stories slimex diet pills reviews weight loss slim quick quick weight loss exercise plan at home scheana shay weight loss quick weight loss diet florida chris christie weight loss surgery cucumber juice diet weight loss best post workout drink for weight loss

how to increase sexual drive dr oz recommended ed help what is low sex drive effective male enhancement products best ed pills good looking dick viagra canadian pharmacy elist implant best pills for erectile dysfunction energy pills for men levitra 20 viagra canadian pharmacy masterbating ideas muscle man penis ginseng roots uses great sex pictures ginseng complex uses what is the best testosterone booster how to avoid ed sildenafil citrate tab 20mg woman having sex with a man average penis size in india jacked up supplement safe ways to get high test x180 ignite ingredients 18 year olds penis gnc prostate health top 10 testosterone boosters penis enlargement pill side effects viagra prices cvs

vape pen plus upstate vape vape du monde nicotine overdose e cig vape express suorin drop burnt coil vape watts amount of nicotine in cigarette vape convention 2016 crown v2 tank i vape auburn drip tip ecig kylin rta air purifier for vaping yocan stealth crimson vapor stego vapor barrier voopoo too manual pdf maquines de vapor do cigarette makers also make e cigarettes clean cotton whick ecig ecig popcorn lung vape online cheap voopoo drag mini carrying case american made vape tanks logic lqd can you buy a vape online source orb vape best eliquid flavors tube mods

hempworx cbd oil cbd oil chocolate mint is it legal to sell cbd oil do you need a medical card to buy cbd oil what cbd stands for cannabis cbd oil for sale cbd mendo tincture nih supply center plus cbd oil gold formula softgels cbd oil gainesville is cbd flower legal in virginia def of effect cbd gummy dosage for anxiety vape dropshipping cbd oil 1500 mg does cbd stay in your system medical cbd oil near me best cbd to buy ecs 60 oil usage chart doses meaning cbd oil with high thc for sale brady bmp21 labels define full affect hemp oil treatments rat meaning how to make cannabis lotion sexual act regarding grapefruit legal ectacy g 500