The impact upon customer-facing businesses can be assisted by a greater use of artificial intelligence during the coronavirus era, according to a new report looking at ways to sharpen the customer service function.
The new survey data comes from the company CallMiner and it looks at the customer experience (CX), drawing on insights from the pandemic. The report went live on August 3, 2020, and it includes an analysis from 2,000 consumers on their preferences and experiences with brands throughout COVID-19.
Customer service is about the interaction between the buyer of a product and the company that sells it. Good customer service is critical to business success, and it also has a longer-term effect in relation to brand reputation.
The report focuses on how brands responded to COVID-19 with a lack of CX technology as well as drawing-out COVID-19’s impact on customer preference and behaviour. This includes how client preferences have shifted and, in turn, how this has further created the need for technology for those supplying customer services.