COVID & CSAT: Keeping customers happy during the pandemic
Summary
ShipBob’s SVP of Customer Experience Margaret Kędziora explains: “We are using in-app notifications to make our merchants aware of changes to our standard operating procedures. Implementing proactive notifications and bolstering up your self-service site gives them the experience they prefer, and helps lower the number of tickets your team sees daily. If you’re having trouble staffing up a team because of the pandemic’s financial impacts, use things like AI to help get answers to your customers even more quickly. When nothing feels steady, diving deep into the emotions presented in these communications is vital if you want to build trust. In a time when we are restricted in who we see, talk to, and touch, there is a real opportunity for your customer support team members to become friends with the people they serve, instead of just tools.
