Key Findings
  1. Three quarters (77%) of businesses had a Business Continuity Plan in place before the crisis.
  2. The ability to track productivity and performance was cited by 45% as the biggest challenge faced by their customer service team through the crisis, followed by operating with reduced staff (36%), delays in responding to customers and resolving issues (34%) and internal collaboration (32%).
  3. Almost three quarters (72%) of respondents said the crisis had a negative effect on agent productivity and mental health. 15% said it had no effect whatsoever.
  4. 67% said service levels had returned to where they were before the crisis.
  5. 65% said service levels had increased since the crisis on support channels like Phone/Live-chat/Email. 13% said service levels had decreased.
  6. Asked to list the tools that were most important in terms of helping maintain service levels through the crisis, respondents listed: Collaboration tools (76%), cloud-hosted customer service software (52%), live-chat across web, mobile and messaging (47%), self-service customer portals (46%) and internal knowledge management systems (38%)
  7. Enhancing self-service capabilities (48%) was the top priority for customer service operations, followed by maintaining service quality (46%) and boosting employee morale (43%).
  8. 57% of CX agents were office-bound prior to the crisis, only 6% were 100% remote.
  9. 69% say customer urgency has increased since February 2020.
  10. Interestingly, only 9% expect in-store inquiries to evolve by June 2021 compared to June 2020.