What’s inside?

Download this Gartner Report to learn how to deliver customer service during COVID-19. The report covers the key challenges and recommendations for improving digital and self-service capabilities. Gartner recommends that: “Application leader supporting customer services should take these short-term and long-term actions:

  • Follow Gartner’s six steps for the short term to lessen the challenges of COVID-19. Provide proactive information outreach. Enable work-at-home agents. Offload volumes to digital services and self-services. Utilize automation technologies. Reduce in-person contact. Motivate employees and partners.

  • Drive the organization to become a more mature digital customer service operation. In the long term, COVID-19 is likely to cause a permanent change to customers’ perceptions and expectations for digital service and self-service.

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*Gartner, Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities, 7 April 2020, Olive Huang, Brian Manusama

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

According to Gartner*:

By 2023,

35%

of the customer service workload will be done through crowdsourcing, telecommuting, work-at-home agents and gig-economy workers

By 2023,

30%

of customer service organizations will deliver proactive customer service using artificial intelligence, process orchestration and continuous intelligence

By 2023,

more than 60%

of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019

     

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