The Coronavirus health emergency caught everyone unprepared: brands, institutions and citizens were faced with a momentous change overnight.

On the one hand, companies (understaffed) were racing against time to reorganize their operations, trying to ensure continuity of services.

Dall’altra, i consumatori hanno dovuto modificare le loro abitudini d’acquisto, fruendo sempre più dei servizi online anche per le attività per le quali erano abituati ai sistemi tradizionali.

OUTCOME:

“We are trying to follow up on the many requests we have received, so we ask for your patience.”

The sheer volume of online “movements” that have been occurring has flooded enterprise systems with orders or service tickets.

Users sought answers and solutions for their needs.

Businesses asked for understanding given the situation.

However, the network is known to be unforgiving. And so countless complaints from users and customers have followed.

This situation has revealed some substantial gaps in the customer service systems of many business entities.

Ticket vs. Automation

In “traditional” support systems generally the user submits a support ticket; the customer care worker takes the request and handles it within specific time frames.

But when the number of requests increases exponentially, the waiting time for users increases.

Factor that is known to fuel their degree of dissatisfaction.

In contrast, companies that had already integrated Customer Care Automation systems consistently offered fast and efficient customer service, even during the height of the crisis and overcrowding of inquiries.