How to Improve CX During COVID-19

How to Improve CX During COVID-19

The COVID-19 pandemic has rattled the world and captured the attention of the masses. Additionally, the coronavirus outbreak caused dramatic shifts in how people live and work. Stay-at-home orders are increasingly common, and getting access to certain products has become a daunting task.


In light of the COVID-19 outbreak, many companies are adjusting their customer experience (CX). After all, the landscape has changed. Businesses need to be cognizant of how mindsets have shifted over the past few weeks. Otherwise, they may fail to make critical adjustments.


If you want to improve CX during COVID-19, here are some tips that can help you navigate these tricky waters.


Always Begin with Empathy Toward Customers


To say that stress levels are higher than typical is an understatement. Many people are worried, or even scared, about their health and the safety of their family and friends. Additionally, the degree of upheaval is unprecedented. Living a “normal” life simply isn’t an option, and that breeds frustration.


At times, how your customers are feeling overall may impact how they interact with your company. They may be quicker to anger or less tolerant of platitudes.


If you want to improve CX during COVID-19, then you need to understand that their reactions aren’t about you. By beginning with empathy, navigating difficult interactions will be easier. Plus, it ensures that customers are treated well at all times, enhancing their overall experience during these trying times.


Help Your Employees Keep Stress at Bay


Your customers aren’t the only ones feeling the stresses of the COVID-19 outbreak; your employees are, too. Along with the pressures created from the upheaval, your staff is handling contacts from customers who are potentially in crisis. This amps up stress levels dramatically.


If you want to make sure CX remains a priority, then taking care of your workforce is paramount to your success. Find opportunities to showcase your appreciation for their efforts, as that can improve morale. Additionally, invest in your employees’ well-being. You could institute a stress management program, give them access to helpful resources, or take any additional steps that can make their lives feel more manageable.


By supporting and nurturing your workforce, you are equipping them to handle the stresses of their job better. In the end, that will cause CX to improve.


Adaptability is a Must If You’re Going to Improve CX


Just a few weeks ago, your company may have had CX down. The results may have even been impeccable. If that’s the case, the idea of shifting away from the approaches you have in place may seem unwise.


While that may be true under normal circumstances, these aren’t normal circumstances. Reevaluating your methods is critical, ensuring you can adapt to the changing landscape.


If you aren’t sure where to begin, consider prioritizing transparency and communication, both with your customers and your employees. Information can be powerful, particularly if you want to improve CX during COVID-19. It ensures that no one feels left in the dark, and that creates a degree of security even in cases where the news isn’t the best.


Ultimately, every company is feeling the impact of COVID-19. By adopting the right mindset, it is possible to improve CX, even amid a pandemic. That way, your customers can get what they need, making these daunting times a bit easier to manage.

Derek Roush

Derek Roush is the President and Founder of VocalPoint Consulting. He has over 15 years of experience in the industry supporting telecom and cloud service resellers. Since 2010, he has led VocalPoint Consulting to become one of the leading telecom and cloud service consulting firms in the industry.

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