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Customer Engagement: Why It Matters In This Pandemic Era?

The year 2020 has been a life-changer in many ways. Storefronts went digital, kitchen tables turned into conference rooms, and how we live, work and shop have had drastic changes. But what hasn’t changed for businesses is outstanding customer engagement. Customers always look for feedback and reviews before purchasing any product. A healthy customer engagement can create a positive image of your brand and this in turn, can bring in more business. A research by PWC stated that 86% of customers are willing to pay more for a better experience.

Here are a few pointers on why customer engagement plays a huge role in any business.

  • Staying Trustworthy

In general, people shop for top brands as they can keep their faith and provide quality goods. This notion still holds true even after the pandemic hit us. Unlike most relationships, gaining trust doesn’t happen overnight. One of the ways businesses can earn their client’s trust is by staying consistent and making sure the customer and clients are always aware of how your business is performing—also, almost 61 percent of the business owners aid customer support outsourcing services.

  • Empathetic, unified teams 

When a customer shops, it is always advised that there should be an interaction with brands to make their shopping experience not only convenient but also infused with empathy and understanding. Furthermore, 90 percent of the clients say the true nature of a business is determined by how they survive during the time of crisis. Customers want to see brands prove they are interested and value them apart from surviving a pandemic situation.

  • Corporate Values

Most brands are in the midst of transforming their businesses to go digital to cater to their customers. In recent reports, 71 percent of the clients pay more attention to corporate values than they did a year ago. Generally, customers want agencies to fulfill the specific needs and expectations at every touchpoint. They are making purchasing decisions on personalized experiences.

  • Consistent Interaction across different departments

Did you know that online interactions grew from 42% of customer engagements in 2019 to 60 percent by 2020 due to this ongoing pandemic!? Besides, 76 percent of customers expect consistent interactions across different departments. Before 2020, customers were well on their way to becoming more digitally dependent in their brands’ interactions. In a socially distanced environment, many have come to view digital engagements as not only a convenience but a necessity. Brands, in turn, have had to accelerate their digital transformation. Due to this, a huge mass of people are working much of their lives online. In fact, the vast majority of consumers say they prefer online shopping. As a result, they’re looking for companies to provide more digital options. In fact, 54 percent of customers would like companies to introduce new products or services in response to the pandemic.

  • Go Digital

Eighty-eight percent of the customers expect companies to accelerate digital initiatives due to the mass pandemic. As the world order is adapting to new ways of running their business, giants worldwide, have a real good opportunity to use this knowledge to revamp their business on a larger scale and make it more interactive with their customers. As a result, they can troubleshoot customer’s problems and solve them as soon as possible.

If you are looking for great customer support services, plan on hiring customer support outsourcing services, we at Wow are one of the leading customer support outsourcing companies providing top-notch customer support outsourcing services focusing on serving the best of what services can offer.

To know more about customer support outsourcing services, click here.

Interesting posts to read:

How to Build a Productive Remote Technical Support Team from Scratch?

Why Is Customer Support Services Vital for Online Retail Business?

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