All companies have been faced with the challenge of maintaining robust and consistent customer relations in the midst the pandemic.
In Salesforce’s annual (2020) State of Service survey, it stated, “the pandemic exposed a variety of customer-related shortcomings. Eighty-eight percent (88%) of service professionals said the pandemic exposed technology gaps, 86% said the same for service channel gaps (phone/email/face-to-face/digital) and 87% stated that existing policies and protocols were not suited for the circumstances.”
Faced with these challenges, sales and service teams had to pivot quickly in many instances to meet customer expectations during the pandemic but, also institute many of those changes for the foreseeable future. In this article, we review some of these lessons learned in maintaining customer relations, best practices being employed, and recommend steps for you to consider incorporating going forward.
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