{"id":39996,"date":"2020-04-15T00:00:00","date_gmt":"2020-04-15T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/how-to-engage-customers-during-covid-19-pandemic-and-what-it-means-for-the-future\/"},"modified":"2023-01-30T05:14:59","modified_gmt":"2023-01-30T13:14:59","slug":"how-to-engage-customers-during-covid-19-pandemic-and-what-it-means-for-the-future","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-engage-customers-during-covid-19-pandemic-and-what-it-means-for-the-future\/","title":{"rendered":"How to Engage Customers During COVID-19 Pandemic \u2014 And What it Means for the Future"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">We may be seeing light at the end of the tunnel that is the coronavirus pandemic, or maybe we\u2019re still just hitting the half-way point. No one knows, opinion is divided from country to country and state to state, and new information seems to change our prediction models on an hourly basis. There is little certainty in anything \u2014 work and life \u2014 as a result.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What we can say for sure is that the coronavirus pandemic has disrupted life and human interactions in more ways than one. In addition to rearranging how we view social cohesion, the virus will likely forever redefine how brands interact with their customers \u2014 and what they do now is likely to have repercussions for a long time to come.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What can brands do to ensure they\u2019re not losing touch with their client base?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s true that many people are now suddenly spending more time on messaging and video-conferencing platforms. In their attempt to stay in touch with the rest of the world, be it their close family or co-workers or casual acquaintances, it\u2019s almost certain that most people are resorting to social media more than they have typically. We\u2019re all trying to find new ways to socialize from the confines of our homes \u2014 which, for the lucky ones, are also now our workplaces.\u00a0<\/span><\/p>\n<hr \/>\n<p>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<\/p>\n<p>1\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"69fb538523817\" id=\"69fb538523817\">\n\t\t<button tabindex=\"on\"  on=\"tap:69fb538523817.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69fb538523817.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h4><b>Where Are Your Customers Interacting with the World?<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">For brands, the challenge is to continue being where their customers are.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For a brand to be able to transition to a new way of doing business during these highly unusual times, it needs to be able to take its mission-critical: to transition its capacity in such a way as to handle customer interactions as business as usual.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The specific methods to establish may differ from one organization to the next, but what will define success regardless of the brand\u2019s positioning in the marketplace is its ability to have latitude in handling interactions with customers during these trying times with immediacy all while still maintaining their service-level agreements.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Brands can make their own choices: even if you don&#8217;t want to bring voice communications to home agents, for example, being able to still service your customers from the web and through digital channels, and notifying them that you have these resources and are able to answer their questions on those specific channels, will still achieve that overarching objective.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But while it may appear that brands all of a sudden need to restructure their teams or redeploy resources onto channels that they typically wouldn\u2019t be handling, the specific methods essentially don\u2019t really matter. At the end of the day, digital interactions or voice interactions are as easy to do remotely or from work from home situations as they are from an office, for example.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Where organizations will certainly need to bring their complete focus to is the wider concern \u2014 but this can be handled through a checklist.<\/span><\/p>\n<h4><b>How Are You Making Sure You\u2019re Prepared?<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">What&#8217;s your contingency plan? What&#8217;s your business continuity plan? How and which agents can go and work from home and make voice calls? What kinds of voice calls are there?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From there, the path to successfully communicating with customers even in this uncertain environment becomes clearer. In a structured environment \u2014 not the environment we&#8217;re all living in today, where we&#8217;re forced to work from home \u2014 an organization will determine what its staff is good at it, be it answering calls or handling real-time digital interactions and assign them to those tasks, as well as identify the agents who can handle everything in between too. After that, it\u2019s a question of segmentation and shifting around of resources to be able to handle everything in as real-time as possible.<\/span><\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h4><b>In Times of Crisis, Go Back to the Basics<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Brands that are wondering how to handle this unprecedented situation when it comes to customer service need only remember the old adage: consumers want to interact with brands in the mode of communication that\u2019s most appropriate for them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s that simple.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the current environment, for example, we know that consumers are looking at food delivery options, for example. Brands in the sector will need to interact with consumers in the mobile applications they provide, through in-app messaging.\u00a0 But since any issues with any food delivery are likely to be specific to the service, and assuming it\u2019s one that the consumers want to continue using, they likely won\u2019t think twice about opening a brand-specific app to resolve their issue, so a brand should have customer service options there as well.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Likewise, a lot of people during the lockdowns are looking for information about grocery stores and their hours, since that\u2019s all changing. They\u2019re going to Google that information or look it up on the brand\u2019s website, so the interaction on chat is going to be important.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Wherever your customers are looking for you, and where there&#8217;s a need for them to interact with you \u2014 if it&#8217;s looking for store hours, if it&#8217;s a crisis situation if it&#8217;s making an appointment, if it&#8217;s finding out when things are going to reopen \u2014 you want to interact with them right then and there.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And the digital component allows you to do that without a phone call.<\/span><\/p>\n<h4><b>A Glimpse Into What\u2019s Ahead<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">What happens over the next few weeks or months, during this time of extreme stress on brands, their teams, and their customers, will have long-term repercussions. Organizations that are now learning that they don&#8217;t have a collaboration and communications environment that can handle these contingencies appropriately are going to later ask why they didn\u2019t have a plan in place \u2014 and who\u2019s going to own that mistake.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And they\u2019ll likely conclude that they weren\u2019t using the right vendors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Organizations are going to really look, holistically, at the tools that they have for all their employees to work remotely, down to the details of remote access and security. All of those aspects of remote work are going to come into question.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While brands are trying to take care of their teams and their customers in this time of crisis, they shouldn\u2019t neglect thinking of how their current methods reflect on their long-term trajectory. And they have to look at it from several angles, taking into account the users, the agents and employees, the business decision-maker and the technical decision-maker.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Organizations should be asking, even now: \u201cHow can we get ahead of this next time?\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We may be seeing light at the end of the tunnel that is the coronavirus pandemic, or maybe we\u2019re still just hitting the half-way point. No one knows, opinion is divided from country to country and state to state, and new information seems to change our prediction models on an hourly basis. There is little &#8230;<\/p>\n","protected":false},"author":29,"featured_media":39997,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-39996","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Engage Customers During COVID-19 Pandemic \u2014 And What it Means for the Future | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"We may be seeing light at the end of the tunnel that is the coronavirus pandemic, or maybe we\u2019re still just hitting the half-way point. No one knows,\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-engage-customers-during-covid-19-pandemic-and-what-it-means-for-the-future\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Engage Customers During COVID-19 Pandemic \u2014 And What it Means for the Future\" \/>\n<meta property=\"og:description\" content=\"We may be seeing light at the end of the tunnel that is the coronavirus pandemic, or maybe we\u2019re still just hitting the half-way point. 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