Kustomer, the SaaS platform reimagining enterprise customer service, released new survey data revealing that customer service organizations play a vital role during the COVID-19 pandemic as companies are working remotely and forced to do more with less. Based on a survey of more than 150 customer service professionals across a variety of industries, Kustomer found that 90% of customer service professionals surveyed believe customer service is more important than ever, but substantially fewer agents feel equipped to handle massive changes in ticket volume, customer attitudes and policies.
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“With increasing numbers of businesses closing their storefronts, customer service agents are often the only point of contact consumers have with a company, making them invaluable to brands’ efforts to manage the rising number of customer inquiries and prevent issues before they arise,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Right now, it’s especially critical that customer service organizations across all industries have the ability to adapt and respond to today’s demands, and provide their agents with the technology and support they need to do their jobs well.”
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Seventy nine percent of respondents said the pandemic is affecting their customer service organization significantly and only 1% of organizations reported no change at all. While some industries, like retail, are seeing a troubling decrease in business, the survey found that other industries, like healthcare and financial services, are faced with more problems than ever before.
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