From ordering alcohol online to drinking at home and roadside parties, restrictions that came with the Covid-19 pandemic disrupted and changed how Kenyans grooved.
The state of customer service in 2020 Freshworks report points out the following:
– Customer expectations have increased with 63 per cent of customer service leaders observing a rise during the crisis.
– CX budgets are increasing globally with 56 per cent of customer service leaders noticing an increase from 2019.
– In 2020, it is predicted that CX will be all about agility with 65 per cent of customer service leaders worldwide embracing hybrid or remote working environments.
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What happens is that customers come with basic needs. These are needs that must be addressed because it is the least the business can do. Then comes the segmented needs in the demographic. Locally, however, it is not this crisp. The market is rather fragmented. That being said, they can be divided into two – the tech-savvy, switched on crowd who expect your CX should come from a global point of view, and the semi-urban and rural customers whose knowledge is up and coming, comfortable
Customer experience has however evolved over time as a Freshworks survey reports.
Out of 1,500 service professionals across the globe with 600 of them from EMEA surveyed to understand the predictions for CX in 2021, Freshworks reports that the big concerns are that customer expectations are rising and so contact volumes.
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“Over 80 per cent of customer service leaders have seen an increase in support volumes across digital channels like email, live chat & messaging, social media, and website,” notes the study in part.
It further states that 65 per cent of customer service leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from the office as they move forward. These changes are enabling the rise of a new brand of customer service that’s centred around agility.