The impact of seamless conversations across channels in Pandemic

 

The onset of the pandemic has pushed a lot of businesses into adapting to the new normal. It has affected societies and businesses at a large scale and has changed the way people interact along with the way they conduct businesses. The pandemic has not only impacted the economy but also changed the way businesses provide their services. Due to the pandemic, the way businesses cater to customer service needs has also evolved. 

As a result of the pandemic help desk management systems of businesses now focus more on an omnichannel marketing communication approach along with efficient communication tools for employee engagement. Customer service has now become much more efficient due to the new adaptation. It has become much faster and has been able to provide better customer experiences to everyone in such times. As a result of the Covid pandemic, help desk management has created a culture of seamless conversations across channels.

The impact seamless conversations have had because of the pandemic -

Increased digitization 

With all businesses shifting to the virtual space there is an increase in digitization of businesses, as well as the services being provided by those businesses. During the pandemic, multiple businesses saw an increase in demand for customer care support. Customers were trying to adapt to the rapid digitization due to which digital communication also became prevalent even in services like help desk management. Businesses adapted to efficient customer relationship management tools like Kapture CRM that facilitated self-service portals through which customers solved their issues and answered their queries on their own. Customer service systems like Kapture CRM also facilitated effective employee communication tools that helped increase digital communication among the help desk agents.

Has become much more AI friendly 

One of the major impacts that the pandemic had on businesses was the loss of labor. This is where AI jumped in. With artificially intelligent chat services and hybrid AI chatbots, seamless conversations across various channels became not only easy but also cheap. Conversational artificial intelligence is being used more these days to give a more human-like experience to customers. This has not only helped them to solve queries better but has also helped in increasing customer satisfaction levels due to the technology’s contextual understanding abilities along with its natural language processing abilities. Usage of conversational AI tools like KatureChat to cope up with the impact of the pandemic has enabled organizations to conduct business just like they did before the pandemic.

An increased omnichannel approach 

Did you know that according to a report by Aspect software businesses that adopt an omnichannel marketing approach tend to achieve 91% greater year-over-year customer retention rates compared to businesses that don’t? 

With so many touchpoints where customers virtually exist, it has become essential for businesses to reach out to their customers through all those major channels. But providing services or customer care support on so many platforms can be very hectic and chaotic. Having an Omnichannel marketing facility helps businesses integrate all their channels on a single screen. With customer relationship management tools like Kapture CRM that facilitate omnichannel marketing businesses can integrate multiple channels on a single platform and reach out to customers across all touchpoints in a hassle-free manner.

Kapture helped in creating happy customer experiences 

With the most effective and efficient customer service tools like Kapture CRM that facilitate omnichannel, immediate remediations, round-the-clock customer care assistance, self-service portals, conversational AI bits, Hybrid AI chat services, etc. there has been an increase in customer satisfaction levels. Though the pandemic has had negative impacts but when it comes to help desk management, the pandemic has enabled multiple significant and positive changes. All these practices of seamless conversations across channels have not only created happy customers but have also helped businesses increase their customer onboarding and customer retention rates.

Want to know more about how businesses are handling the impact of the pandemic through efficient customer relationship management tools? Click here for a demo.