“Digital-led experiences will continue to grow in popularity once the coronavirus is quelled, and companies that act quickly…to help consumers navigate the pandemic safely and effectively will establish a strong advantage.”McKinsey
The coronavirus has disrupted pretty much every facet of our society, including customer care. If you’ve tried to reach out to a brand’s call center the past few months it won’t surprise you to learn that they’ve been overwhelmed — with multi-hour hold times being the norm. Take a look at the following infographic where you can see a breakdown by industry (thank you, Sprinklr research team!).
We’re quickly learning that current customer care models simply are not sustainable, now or in the future. It’s time for an intelligent, AI-powered customer service platform.