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Latest 10 Mar 2020 | Customer Service | 5 min read

This Week: How Will Covid-19 Affect Customer Experience?

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Learn More Current trends in Customer Experience

How will Covid-19 impact customer engagement?

1. Distributed contact centers with people working from home 

Some of our customers like Alaska Airlines already have distributed contact centers with some of their groups working from home. Even beyond being able to manage customer care while this virus is continuing to spread, having a distributed workforce allows them to be more flexible, extend their level of support when needed and allow people to take advantage of working from home and take longer breaks when the volume is low.

2. Volume growth

Contact centers will see an increase in volume in the short term as people are trying to change their travel plans and accommodate the new reality we have been facing. People who are quarantined and aren’t able to go to the supermarket or simply have more spare time at home will also have an impact on inbound volume.

3. More innovative ways to engage with customers

Messaging apps will be further explored as a means to drive greater engagement, thus increasing the connection to the brand. Embedding messaging buttons (Messenger, or Apple Business Chat) in web pages allows brands to continue the conversation beyond the website. 

4. A bigger shift to messaging

With customer care volume growth on one hand, and a decrease in sales on the other, more companies are going to look to reduce cost. The asynchronous nature of messaging enables brands to have more concurrent conversations thus reducing cost. Messaging has also proven to be a preferred channel for communication. We will see brands exploring how to reduce costs without reducing customer satisfaction and messaging will be a big part of that.

5. More automation

Brands are going to have to figure out how they are supporting the growth in volume and what they do in cases where the virus is starting to impact their customer care and sales workforce. We are going to see an increase in automation that will stay with us long after Covid-19 is gone. 

Covid-19 is going to expedite changes that are already at play. It will require us to look at customer engagement differently and will force brands to think creatively about how they are connecting with their customers. 

Related Content
  1. This Week: Is Facebook About to Change the Messaging Game?
  2. Why Move to Messaging?
  3. This Week: Google Adds Business Messages to Maps and Search

Is Facebook’s assault on misinformation doing more damage than good?

Let’s just start by agreeing that any attempts to cull the spread of misinformation is good news. So, Facebook’s ‘fake news’ labels are clearly a step in the right direction.

MIT have just released the results of a new study that shows people are 13% less likely to share news stories that have been fact-checked and labeled as ‘disputed by 3rd parties’.

On a platform where millions of articles are shared publicly, and privately through messaging channels, a 13% decrease in people’s likelihood to share dubious news articles is a huge win.

However, it does come with the caveat that, naturally, not all articles are fact-checked. So, if a post is full of misinformation but hasn’t been assessed, people may attribute greater authority to it as it hasn’t been labeled as a disputed article. The report suggests that the new system increases the credibility of such articles by 6%.

I think Facebook has made a bold statement by proactively tackling fake news on its platform. It’s definitely two steps forward, one step back, but as the process is refined, I’m confident that it will have a positive impact on how we assess the news and content that we consume.


CX Innovation: A Retailers' Guide to Messaging and Automation

This year, 40% of all consumers will be a member of Gen Z - loosely defined as people born from 1995 to 2010. Driven by connectivity and socioeconomic influence, they crave unique experiences, particularly when it comes to engaging with retailers.

Our team conducted proprietary research into the habits of both Gen Z and consumers on the whole which provide some great insights into the way retailers should be engaging with their customers through messaging channels.

We also waded through our own data to pinpoint the top 5 queries received by retailers and explain how to handle each one seamlessly with the use of messaging and automation.

Have a read of the e-book and let me know what you think over at @idohacohen




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Thanks for checking in on your bi-weekly messaging update. Remember, you can carry on the conversation at @conversocial or @idohacohen

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