How Customer Experience (CX) adapted itself to COVID-19 adopting digital tools to overcome the crisis
It is no secret that the COVID-19 threw lives and means of living into absolute disarray. Much has been broadcast and discussed about how nations across the globe braved the onslaught of the deadly virus, how millions were furloughed or lost their means of livelihood and how life was impacted – in varying degrees – for each human being. Needless to say, Customer Experience (CX) was also affected vastly. It called for an immediate examination of the entire customer and product journey everywhere.
Time to think differently
The primary barometer of CX had changed (Adapting customer experience during coronavirus | McKinsey) and this meant a reworking of time-tested metrics that were being used to map responses and experiences. According to this report by McKinsey, the new path required the elements of Care and Connecting, Creative thinking and New Tools, among others. In short, the satisfaction metrics of customers had changed vastly and accordingly, customer-forward companies needed to adapt themselves for the post-coronavirus era. They had to adopt agile capabilities to deal with a time of immense flux.
Welcome to the online customer experience
Across the world, the most digital-resistant customer (usually older in age and not tech savvy) has had to wake up to the fact that experiences were set to change – permanently, in many cases. For instance, there was the element of fear of contacting the virus, that in turn led to impositions of protocols and also heavy curbs on physical movements. Consequently, there was no choice but to turn to an improved online customer experience.
Embrace the Online Customer Experience, announces a report. (COVID Has Forever Changed the Customer Experience). It further suggests that since so much of our life has now switched to online and is likely to remain so in the near foreseeable years, it is important that the online customer experience be devised as creatively as possible to ensure satisfaction metrics.
Examples of how businesses transformed to ensure customer experience in recent times
- By offering prioritized education and segmented training to help ensure online communication in a lockdown situation. Millions of users with little or no digital knowhow learnt how to use video conferencing tools to communicate with their family and friends, colleagues and educators. There was a huge range of ages and educational qualifications in the new users.
- Offering telemedicine to employees, communities, educational institutions. Several organizations, through their HR enabled communication with their employees stuck up in various locations and offered healthcare and wellness assistance from basic to women’s health, including pregnancy. Several companies enabled through video conferencing that their women employees in various trimesters of pregnancy could be in direct touch with OB/GYNs virtually. Many stressed on extra coverage of women’s health issues, as it was observed that many female employees had acquired higher anxiety levels during the pandemic. There were those that partnered with healthcare organizations to provide healthcare consultation to COVID-19 employee patients through telemedicine.
- Assisting small business owners through videoconferencing – COVID-19 effectively broke the back of several supply chains with logistics, including shipping, being negatively impacted. Some of the larger logistics chains came forward to advise and handhold smaller businesses through the period. They were at hand to offer virtual advice and consultation for many unique challenges that small businesses face.
- Listening virtually and providing service – Many businesses dealt with the fact that brick and mortar stores may not be the same anymore. They have employed creative thinking to devise channels where customer experience is created by “meeting” customers right where they are now – in their homes – and providing personalized service accordingly.
- Empowering remote teams – With more and more people working from home or adapting to a hybrid work model, some organizations have effectively used video conferencing to devise systems and protocols whereby considerable customer care may be provided by remote teams. Such battle-ready teams ensure personalized outreach and support to both business associates as well as customers.
- Tools for healthcare – The pandemic called for specific tools to be created for this sector that was overworked beyond imagination. Special software was created by managements to ensure seamless and remote hiring and onboarding of staff, webinars to update and educate, staff training, personalized community association, advice and more.
- Upgrading video conferencing tools for businesses – Many companies worked to add to their armory of tools during the pandemic that would allow them to remain suitably connected with their business customers and ensure their satisfaction. It was particularly felt that customers would be judging how much companies (brands) care during such a time.
- Best business practices for the fintech industry – Thanks to the use of technology and video conferencing Tools, businesses carried on as before in this sensitive sector. The ravages of the pandemic could not bring things to an absolute halt. Even through extremely uncertain times, not only were business practices maintained but some new and customized best business decisions were also introduced successfully.
As is evident, forward-thinking companies have adopted the use of technology and suitable video conferencing for a wide gamut of applications, from care and connecting to building resilience and effecting quick responses from their customers. A secure, safe, easy to download and use with smart effective features is the need of the day.
Key Features of Personify’s policy ensuring compliance are:
- Data security and privacy are of paramount importance to Personify Inc and the Company employs appropriate adequate measures in processes, procedures, policies and technologies to protect personal information.
- The information security policies and procedures are closely aligned to international standards that are widely accepted. They are constantly reviewed and updated from time to time to incorporate legislation rules and business requirements.
- There are measures in place to protect against accidental unauthorized access, use, destruction or disclosure of data.
- The Company has a strategy for business continuity and disaster recovery that has been designed to safeguard and ensure continuous and seamless service to clients and also protect its people and assets.
- Appropriate curbs and checks on access to personal information.
- Implementation of appropriate measures and controls on data, that includes monitoring and physical checks for storage and safe transfer of data.
- Regular security awareness training programs for employees and contractors.
- Necessary steps to ensure that employees and contractors are aware and incorporate all clauses applicable in contractual conditions and operate according to the Company’s information security policies and procedures.
- The Company requires through the use of contracts and security reviews, that third-party vendors and service providers and subcontractors protect any sensitive information that they may have access to, in accordance with company policies and procedures.
It is good to reimagine how our customers will think, feel and shop in a post-COVID 19 world and it makes complete sense to start framing our business models accordingly.
Tags: ChromaCam, Customer Experience (CX), CX practices, Data Privacy, Data Security, Healthcare, New Business Practices, Online Classes, online education, Online Meetings, Online Presentations, Personify, Personify Presenter, Telemedicine, Video Conferencing, Virtual Meetings