Why Customer Service Is Crucial during the Covid-19 Pandemic

Customer service is one of the more underutilized aspects of a business. A lot of money is spent on marketing and R&D, but not a lot goes into customer service. This happens despite the fact that customer service can be what gains the trust of your customers and thus repeat business. 

Value of Customer Service in General

Good customer service has many benefits. Some of these include:

• Ensures customer loyalty

• Gain insight into the company’s customers

• Provides a delivery system for marketing

There are statistics provided by various surveys which also show the value of customer service. For example, a 5% increase in customer retention (something heavily influenced by customer service) is equal to a 25% profit increase. 

Another example is that 50% of customers buy more of the same brand after a good experience with a customer service representative. Bad customer service, on the other hand, makes 60% of customers stop shopping with a brand.

Value of Customer Service during COVID

Unlike what you might expect, pandemics require even greater customer service than normal. This is because there is a greater need to help customers with their intense emotions, finances, and security. 

Here are a few ways to help your customers with these during their time of need:

Handle Intense Emotions

The COVID-19 pandemic has led to a lot of intense emotions in people. People are afraid for their lives, their loved ones’ lives, their livelihoods, and more. They’re angry that they can’t do more to help themselves and each other; they’re sad that they have to say goodbye to so many people. In this time of need, make sure your virtual customer service representatives are as kind and understanding as possible. 

If you can, try to prepare them for the customer crying or asking for help. Tell your representatives what numbers your customers can call in case of an emotional emergency, such as a suicide hotline. Send regular emails, so they don’t feel like they’re alone in this battle of survival against the virus. 

Address Financial Distress

The COVID-19 virus has caused nearly 40% of middle-class Americans to lose their jobs. Many Americans are at risk of becoming bankrupt and being unable to afford most companies’ goods. Don’t just turn a blind eye; offer these customers help in their time of need. You can offer free trial periods or extend existing ones to help them get back on their feet. 

Ensure Security

People, due to the virus, are afraid of doing day-to-day tasks and other activities. They fear going out because they could catch the virus. Do your part and make sure your supply lines are COVID-free. Make sure your customer service representatives help out government initiatives for safety. Inform everyone, from the top of the chain all the way to the virtual sales rep, of what they should say to customers who ask about what to do during the pandemic.

Conclusion

You can provide good customer service in a number of ways. What’s important, especially during this pandemic, is to identify your customers’ needs and meet them in some way. You don’t have to be perfect or solve this pandemic all on your own, but every little bit helps. 

Searching for a reliable remote customer service rep? Contact RepStack today! We’re on-demand sales development and customer service reps ready to fill in your customer service needs.