Ensure existing self-service tools are operational to tackle increased customer service volumes

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 24, 2020, 6:42 PM UTC

Automated tools can not only free up live agents to address complex situations, but also provide faster resolution for common issues. 

Businesses are currently operating with fewer employees and increased consumer queries due to COVID-19 pandemic. The author suggests marketers should ensure their existing tools are operational at full capacity, rather than launching something new during this crisis. 

Businesses should ensure their self-service tools, like chatbots and knowledge bases, are functional and up-to-date with the latest information. Companies can also encourage customers to check out instantly available resources instead of waiting in long telephone queues. 

For instance, American Airlines’ COVID specific page provides a video from its Chairman and CEO as well as multiple self-service tools to help travellers cancel flights due to coronavirus concerns. Businesses should further lookout for ways that can help consumers better deal with the crisis.

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