In the wake of the coronavirus pandemic, customer experience teams around the world are having to quickly adapt to increased ticket volumes, customer cancellations, market volatility, and increased uncertainty to prevent a major impact on customer service across the enterprise .
Every week the world changes and business is disrupted. Most customer-facing teams are working from home and will continue to do so for some time, making their jobs even more difficult. And many of us are learning and adapting as we go.
The Zendesk Benchmark team is japan telegram tracking the impact of the coronavirus on 23,000 companies that rely on Zendesk software for their support operations. And we’ll continue to provide you with valuable insights and resources to help you serve your customers as best as possible during these unprecedented times.
We invite you to watch the recording of the live event on LinkedIn , in which we analyze the trends we have observed recently and propose ways for companies to quickly adapt their support channels.
In summary
The number of requests submitted by customers may continue to increase.
Trends vary by region, with some countries still grappling with the first wave of the virus while others are already in the second.
E-commerce remains on the rise, while urban ride-sharing companies, hard hit by the pandemic, are beginning to regain customers.
WhatsApp continues to grow at a good pace, but not all sectors prefer the same channels.
Knowledge bases contain the increasing volume of tickets by allowing customers to quickly find answers themselves.
The success of agile companies .
Useful resources.
What has been the impact of the coronavirus on customer service in companies worldwide?