Handling your Customer Service Challenges During the COVID-19 Pandemic


As the number of cases of the novel coronavirus (COVID-19) skyrockets around the globe, the landscape in which businesses operate has shifted dramatically. 

Many companies have been forced to transition to a fully remote team in the blink of an eye as we all do our part to curb the spread of COVID-19. During this unprecedented situation, customers are looking at how businesses respond more than ever, which presents a challenge to what now may be an overloaded CX team adjusting to a remote work environment.

We realize customer service challenges during a crisis stretch beyond the scope of handling customer questions or concerns. In this blog, we’ll try to provide you with viable customer service contingency plans and resources to help during this pandemic.

If you’re interested in our COVID-optimized on-demand customer service solution, click here.

Transitioning to a Remote CX Team

Managing a remote team may be totally new to some companies. Leading a remote team during the coronavirus outbreak is especially challenging, however making the shift to a remote team can still be done well without impacting the customer experience. 

Below you’ll find a list of tools we love that can help keep your communications flowing smoothly and projects on track during the pandemic.

Team Organization and Project Tracking

  • Asana
  • Microsoft Planner
  • Google Drive
  • Trello 

Communication Platforms

  • Slack (this is the backbone of our company’s communication)
  • Zoom
  • Google Hangouts

Clarify Your Messaging During Times of Crisis

When you can clearly communicate with your team, you can have clear communication with your customers. Define a transparent and concise message for your customers who are undoubtedly looking for answers and security during this global crisis. Create templates to support your team during a period of transition and provide support for your customers.  

The best messaging is delivered with speed, empathy, and precision. Focus on delivering those key components in every customer interaction. In today’s consumer landscape, being personable and empathetic is especially important as you consider your customer responses.

Call Center Crisis Contingency Plans

In-house and outsourced call centers have been heavily impacted by COVID-19, with many being shut down and employees unable to work remotely. We know this can be challenging for businesses that rely on call centers to handle the bulk of their volume. 

Customer service outsourcers with work-from-home staff can provide a flexible contingency plan that will help you seamlessly answer customer questions during the coronavirus pandemic. An outsourcing solution is also an effective way to handle surges in volume without increasing headcount.

“Simplr (customer service) was the perfect fit when I needed immediate help due to a volume spike. The team is extremely professional, knowledgeable and always looking for ways to be a bigger help.”

Christopher Curry, Head of Customer Support, Kettle & Fire

Connect With Other CX Professionals

During these times of hand sanitizer becoming a prized commodity and social distancing becoming the new normal for most of us, connecting with peers virtually is more important than ever. Joining an online community like CXLife provides an outlet to express your concerns to professionals who understand and receive advice from peers in your industry. 

CXLife also provides opportunities to gather on weekly Zoom calls and discuss CX in today’s world. 

Navigating CX during these challenging times can feel overwhelming. Know that we’re here to support you along the way, no matter where you are in your customer journey.