Redefining The Customer Experience In Pandemic Times

By Published On: December 3rd, 2020Categories: conversational ai in customer service, customer communication

Guest post by Ashley Lipman.

The recent Covid-19 pandemic has led to many changes around the world. In addition to the obvious health impacts of the virus, it has led to a change in the customer experience that companies offer. The needs, preferences and buying journeys of customers are changing rapidly, and companies need to redefine the CX (customer experience) they offer in response.

But what can your company do to manage their customer experience in these unprecedented times? How can you ensure your customers are still happy, informed and loyal? With that in mind, this article is going to go over a few ways you can start redefining the customer experience you offer during and after this pandemic.


Use an Omnichannel CX Program

redefining customer experience in pandemic times

One of the first and most important changes you can make is to create a new CX strategy from scratch. Your old methods simply won’t work in these unique times, so you need to start from the ground up. You need to come up with an actionable plan to make sure all customer interactions are positive in nature.

Unfortunately, many CX programs and initiatives end up failing. This can be due to a lack of research, or simply when different contrasting components are thrown together into a plan. These can be expensive and time consuming mistakes. 

One of the best ways to beat the failure rate and come up with a strategy that works is to design an omnichannel CX program. Simply put, this is the seamless connection of multiple different channels that make a customer experience more streamlined and simple. This strategy connects your channels, such as your website, social media, and physical store. The experience will be integrated and seamless, no matter how the customer is interacting with your company.

Learn more about multichannel customer service with Onlim.


Use Chatbots and Voice Assistants

In the past, companies have been looking to make online customer experiences and interactions more efficient. The use of automation is widespread, and companies have found ways to speed up and simplify customer experiences. One of the best ways they have discovered is the use of chatbots and voice assistants.

These can provide a better experience to the customer, while also saving your company time and money. 

Learn more about the use of chatbots and voice assistants in customer service here.

These options are especially important during these difficult times. People want a personal and customized experience, without having to wait days for a response from a person, or having to deal with a general automated response. Using AI and language processing, these chatbots can provide unique and helpful assistance to your customers. And that in ways a standard automated response simply cannot.

If you’d like to learn more about chatbots for your business, check out the Ultimate Chatbot Guide. 


Keep Customers Informed

Your company has likely been going through a lot of difficulties recently, and as over 50% of American businesses, you might be worried about closing permanently. You could also be going through a lot of changes that range from different hours to new protocols.

redefining customer experience in pandemic times

While these are primarily internal changes for your business, you need to make sure the customer is kept up to date on them as well. Communication is key, and customers need to be notified of things that impact them. If they are kept in the dark, they could become confused when confronted with changes they didn’t know about.

Informing your customers often is also great for keeping them engaged. Also, if you have opened or are opening your physical locations once again, be sure to let people know the steps you are taking to keep them safe, as well.

The pandemic has been difficult for everyone, including businesses. Customer needs are changing, and you need to redefine the customer experience you offer in return. By using an omnichannel CX program, making your online experience more human and keeping people informed, you should be well on your way.

Author bio:

Ashley Lipman is an award-winning writer who discovered her passion for providing knowledge to readers worldwide on topics closest to her heart – all things digital. Since her first high school award in Creative Writing, she continues to deliver awesome content through various niches touching the digital sphere.

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