COVID-19 has completely changed the way we look at the world.
It has changed how we use public transport, go to work, travel in general, do the grocery shopping or even interact with friends, neighbors and colleagues. Suddenly, the hand-shakes and bear-hugs have gone out of business and almost every one has created their own COVID-19 hello which involves zero or very minimal physical interaction. In addition to this a lot other stuff is showing up as the “new normal”.
For example and on a positive note, it feels liberating to work from home. Online work meetings feel a lot better with kids around us. The nature has found its own way of healing itself because of relatively lesser carbon emissions. People have started to pay more attention towards their health and hygiene. There is an increased number of concerned citizens across the globe who want to talk about the things that matter to us as a civilization.
On the other hand, it’s funny, painful and scary to find hand sanitizing stations every few meters in a super market. The regular offer announcements have been replaced with “Dear customer, please maintain a safety distance …. “. A majority of people have started wearing masks in the public places. And then, there are lot of industries that have taken a serious blow.
If you are an organization which deals with customers on a daily basis and on multiple channels including physical (face-to-face), your most important focus has to be on the human being who has been stuck within the four walls of their home, craving comfort, connection, interaction and a brand new customer service experience. Nobody imagined that COVID-19 would be one of the major factors that would drive digitization across the world – however, in such tough times, the organizations that take a positive step in adopting tools and technologies that help in reducing the spread and maintain high hygiene standards will build customer trust and engagement, eventually leading to brand loyalty and customer happiness.
As a company that is dealing with optimization of queues for such face-to-face interactions, we would like to emphasize that in times like this, a Mobile Queuing system like Qtip.Me / Jonoon.fi is worth an investment. Why we think so, is a topic for another blog post and right now, we would like to focus on the innovations your organization has done to ensure business and customer service continuity.
Do let us know, how has your organization’s customer service interactions changed during these days? What’s the innovative thing your business did to ensure the safety of your customers? How are you ensuring the safety of your customers and your staff? Why is your “new normal” strategy?