When have you last checked the state of your customer interaction?

When have you last checked the state of your customer interaction?

Alinea Partners

Since the start of the COVID-19 restrictions, we’ve seen a drop in customer interaction services in companies we’ve secret shopped (+450 globally). The results are shocking.

We’ll paint the (not so pretty) picture:

❌ 64% don’t reply on e-mail-based sales enquiries
➡️ Compared to 26% pre-COVID

❌ 50% don’t reply on webform-based sales enquiries
➡️ Compared to 46% pre-COVID

❌ 43% of phone sales enquiries don’t connect with a sales rep
➡️ Compared to 15% pre-COVID

Plus, 59% of the companies are not offering Online Chat for customer interaction.

We can clearly see the lack of agility of those organizations being able to pick up customer requests. We’ll share 3 ways for companies to improve their services that align nicely with Jay McBain’s view on growth opportunities for channel partners.

✅ Ensure employees to securely communicate with clients wherever they are
✅ Implement Cloud-based PBX to take phone calls from home office locations
✅ Reflect trends in client conversation, like Online Chat

Ensure agility for customer interaction with our Secret Shopping program. Remote is the future – make sure you’re part of it too.

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