“Customers need digital, at-home, and low-touch options. In a report on “adapting customer experience in the time of coronavirus,” authors Rachel Diebner, Elizabeth Silliman, Kelly Ungerman, and Maxence Vancauwenberghe note that: According to researchers at McKinsey, now more than ever, people need extra information, guidance, and support to navigate through this novel set of challenges. In the end, the intent is to deliver superior customer experiences to patrons who say, today: they crave far greater customer experiences than before. All this: powered by UC or unified communications platforms that enable said experiences. SMS, self-service, web/live chat, Facebook, email, Twitter, and even messaging apps like Whatsapp all play a role in extending customer service. Something that is not too incredibly surprising is that voice calls remain the preferred method of contact for customers. If customers want to talk to representatives on the channels most comfortable for them – they should be able to. Digital-first, as a result, is a must to simplify the customer experience. In 2022, things are way more customer-centric and far more focused on rich experiences. The Coronavirus Pandemic helped to usher us to this point.

Using client base statistics