With Inflation And Market Uncertainty, The Need For A More Efficient, Digitized Customer Service Experience Has Never Been Greater

By David Troll, EVP & CRO at TechSee

Crisis spurs innovation. In fact, many transformative technologies were born out of extreme necessity, or even war. Often, a crisis can also become a catalyst for the adoption of technologies that already exist. Think of how the covid pandemic expedited the markets of digital banking or video conferencing. Of course they already existed before the pandemic, but lockdowns around the world spiked the surge of technologies that could help people adjust to what was often referred to as “the new normal”.

In a survey conducted by television providers NBC and Telemundo, 75% of respondents said that customer service had gotten worse during the pandemic. 78% of survey respondents claimed that they needed to contact companies multiple times to address a single concern, and almost 55% of people didn’t get their concerns resolved.

Customer service, and in particular field customer service underwent profound transformation over the past couple of years. Solving problems with remote assistance was the only alternative at a time where it wasn’t feasible to invite a technician into your home or your office. This crisis forced a radical shift for companies to rethink how they interact with customers. Whether someone needed guidance from a manufacturer on how to fix a broken fridge or restart their internet browser, businesses had to step up their game to solve customer queries and issues remotely or digitally.