Looking back at 2021: Navigating customer support through a pandemic

▤ Summary

Last year, when the pandemic hit, businesses around the world quickly learned the importance of being highly digital, and those that were digital-first certainly had a head start in responding to customers’ changing needs. The pressures and stresses of the pandemic prompted many customer-facing organisations to delve more deeply into what other areas their customers needed support. Additional paperwork, grant applications, and figuring out government restrictions all added to the day-to-day load that small business owners constantly carry. 2021 has certainly seen its share of challenges for the customer experience team, including hundreds of our support staff working from bedrooms, garages and dining tables around the world for more than 12 months. • None Not every query will be resolved online, and for the 5 percent who had more complex questions in 2021, our team gave expert and personalised advice to these customers.

▦ Linked Companies

Xero

$1B+