What will customer service look like once the COVID-19 pandemic is over? Customers will disregard the parts they don’t like – like not being able to enter physical stores during busy times – but they’re likely to want to keep the parts they do like, such as more digital customer support, and hybrid customer service.
There has been an increased use of artificial intelligence and automation, with business organizations utilizing chatbots and tools to handle routine tasks, which frees up workers to address more complex issues. Automated marketing and messaging took center stage as businesses used technology to maximize sales, marketing, and call centers.
Companies also made increased use of video-conferencing tools to conduct sales, marketing, and other business engagements via online channels, instead of in person meetings. And as the impact of the pandemic lessened some companies initiated the use of hybrid workplaces, which allowed the return of some workers to their places of business on a part-time basis, while allowing others to continue to work remotely.
