Keeping Customers Happy with Increased Volumes

Setting Customer Expectations

Increased call volumes and reduced staff due to COVID-19 can have negative impacts on your customer satisfaction levels. One way to mitigate these issues is to set clear expectations to help keep customers happy, even if they encounter slow response times with service.

When call volumes are up, and staff levels have been reduced, the ServiceNow platform is an invaluable tool to help support operations and maintain the great customer service your customers deserve.

Setting up your systems to be able to communicate with your customer about current issues that you are facing with staffing or meeting Service Level Agreements is the best way to achieve this goal.

This can be done several different ways:

• By updating tickets/cases on an interval amount of time, even if it’s just to say that you have not worked on their issue, but will get to it ASAP
• By  leveraging tools to such as campaigns to give customers insight into the challenges you are experiencing and what you are doing to solve those
• With self-service channels that allow clients to solve their issue on their own

Regardless of how you choose to forge ahead, communicate with your customers early and often if they should expect delayed responses. Leverage tools and automation to keep users informed, and when in doubt, remember that there is no such thing as over-communicating when business is involved.