How Support Service can step up during COVID-19 and ensure Business as usual.

As of April 2020 the officially declared pandemic, Covid-19 a strain of Coronavirus has caused havoc in the global economy. While businesses around the world have altered working arrangements to limit the spread of the infection, countries that have suffered the worst outbreaks have attempted to quell the spread of the disease by introducing self-isolating measures.

One such piece of advice is that people, where possible, should work from home.

Of course, this is not always possible – millions of people work in both public and private sector customer-facing roles, where their presence at work is necessary for their job.

An area that is facing the full brunt of this is customer support services. They are bleeding. While bigger organizations with generous budgets and can afford in-house talent to keep their CRM running; smaller organizations with a limited IT budget are unable to balance the support function with the cost of core business functions

Given the scenario, few businesses are being forced to shut their services. They are not able to handle their Salesforce org and support services or they do not have an adequate pool of resources to fulfil demands. This leads to bad customer experience and loss of customer loyalty. This in turn can lead to a dark road ahead when the market re-opens.

This had me thinking, - Why not leverage a shared pool of resources from service partners?

A shared resource is a better and more cost effective way to ensure your salesforce org is up and running.

Besides the CRM being available all the time, you will be able to reach out to your customers and resolve issues quickly, or identify the current state of your business. This enables you to plan future strategy.

Leverage web to case functionality or Salesforce's latest integration with WhatsApp and Knowledge documents to ensure a proper and timely response to your customer. While your customers reach you through email, a case is created in Salesforce to track or identify a resolution. You can then track the type of cases which are recurring and create a knowledge base of documents and FAQs, equipping support agents to respond quickly and effectively. Alternatively, your customers can always navigate their issues through FAQs.

If adopted early this can be a stepping stone to new a line of support services with limited human intervention.

Food for thought

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