Survey: Is COVID-19 impacting CX in South Africa?

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Pranay Desai, head of enterprise marketing at Freshworks.
Pranay Desai, head of enterprise marketing at Freshworks.

ITWeb, in partnership with Freshworks, is conducting a survey on the state of customer experience in SA. The survey aims to find out the impact – if any – that the COVID-19 pandemic has had on customer experience.

Pranay Desai, head of enterprise marketing at Freshworks, says, “The pandemic has radically changed how businesses look at customer experience across the world and especially in South Africa.”

He points out that companies had to take drastic measures to continue supporting their customers through the pandemic, and they had to ensure they had an omnichannel presence to manage the surge in customer queries across phone, email, chat etc. “This, in turn, led organisations to explore and invest in AI and chatbots to provide a seamless experience.”

The survey looks at how service levels have changed since the COVID-19 crisis on support channels like the aforementioned phone, live chat and email, as well as the top priorities for customer service operations currently. Desai points out, “Customer support is no longer considered a cost centre but a profit centre, and the survey results should highlight where SA businesses are on that journey.”

In this survey, we examine the biggest challenge faced by customer service teams during the crisis, as well as uncovering which tools were most important in maintaining service levels throughout the crisis. Finally, we delve into how the crisis has impacted contact centre agent productivity and mental health.

Desai clarifies, “The main objective of this survey is to understand the current state of customer experience across South Africa and how businesses are managing their customer support operations.”

We hope you’ll be able set aside a few minutes of your time to participate in the survey, and stand a chance to win a lucky draw prize, a Takealot voucher to the value of R3 000. The detailed results of the survey, and the prize winner, will be published on ITWeb.

To play your role in compiling this customer experience trends report, click on the link below:

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