Boston Consulting Group identified ways companies can redefine customer service for resilience, responsiveness and recovery

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Redefining Customer Service for the Future

Redefining Customer Service – Boston Consulting Group identified ways companies can redefine customer service for resilience, responsiveness and recovery

Summary:

Boston Consulting Group shared ways to redefine customer service for post-COVID-19 future. Summary points include:
  • Adapt According to Demand and Complexity – Adapt digital and workforce capabilities to customer demand and complexity, for example, automating through digital channels for high demand and low complexity requirements, and introducing new workforce models for low demand as well as low complexity needs
  • Increase Digital Self-Service – Digitize high transaction processes such as paying bills, explaining product features, or checking account balances, and introduce targeted marketing for boosting sign-ups
  • Augment Service with Technology – Automate customer support processes to make representatives more efficient, enabling organization to survive during lockdowns
  • Introduce More Flexible Work – Allow employees to work in different locations, such as offices and branches, as well as homes through remote work and shifting schedules
  • Control with Asynchronous Handling – Meet volatility in demand by training frontline workers for more complex tasks, using artificial intelligence models for decision making, and repurposing resources whenever possible
  • Implement Adaptive Operating Model – Enable dynamic leadership, distributed workforce, upgraded tools, and set incentives to manage changes in workforce location, goals and opportunities
  • Prepare for Recovery – Support growth in e-commerce, increase targeted sales opportunities, and adapt tone and messaging to situation in preparation for rebuilding and recovery phase
For more information, visit https://www.bcg.com/publications/2020/redefining-customer-service-for-the-future.aspx
Company: Boston Consulting Group (BCG)
Categories: Business operations, Customers, relationships and channels, Remote work, Strategy
Source:

Original publication date: May 28, 2020

Date last updated: June 24, 2020