{"id":12015,"date":"2020-04-28T08:00:25","date_gmt":"2020-04-28T06:00:25","guid":{"rendered":"https:\/\/icr-evolution.com\/blog\/tendencias-en-la-forma-de-contacto-durante-el-covid19\/"},"modified":"2021-10-22T14:38:35","modified_gmt":"2021-10-22T12:38:35","slug":"trends-in-contact-channels-during-covid19","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/trends-in-contact-channels-during-covid19\/","title":{"rendered":"Trends in contact channels during COVID19"},"content":{"rendered":"

The lockdown caused by COVID19 is testing companies’ responsiveness. Communication has evolved<\/strong>, marking a before and after in the way of user contact. Thousands of people, especially millennials, were already used to contacting companies through chatbots, e-mail, social networks, etc. But with the current situation there has been an impressive increase in traffic on these contact channels.<\/a><\/p>\n

People who did not use the new technologies have welcomed them, either to seek information, a service or a product, or to contact their relatives. Do not forget that we are in difficult moments. The state of alarm has confined us to our homes, and practically most businesses have been forced to lower the blind or adapt through online sales and home delivery<\/a>.<\/p>\n

Contact center services offer an effective result in the current situation<\/h2>\n

In this situation, contact centers around the world are adapting quickly amid high call volumes, service cancellations, high market volatility and growing uncertainty. Day by day, the world is changing, and business with it. Most contact centers are transitioning from office to telecommuting, putting additional pressure on their ability to respond to customers effectively.<\/p>\n

State of alarm: Which are the trends in volume and contact channels?<\/h3>\n

Companies of all kinds and from all over the world are experiencing continuous increases in the volume of contacts received from their customers and we can say that there is clearly a strong correlation with the spread of COVID-19. We see that there is a strong link between the rapid spread of COVID-19 around the world and the spikes in support requests<\/strong> that occur in response, as customers react to news of the outbreak.<\/p>\n

Omnichannel<\/h2>\n

Customers are increasingly turning to chat, social media, and texting amid the crisis.<\/strong> As the crisis takes hold, customers are increasingly turning to the fastest and most accessible channels<\/a> they already use to interact with friends and family.<\/p><\/blockquote>\n

Businesses in the sectors most affected by COVID-19 are experiencing the largest increases in the volume of interactions through these channels<\/strong>. For example, in March, there are companies that have seen an increase in interactions with their customers through messaging channels by more than 600%<\/strong>, and customer requests through web chat by around 200%. For example, many airlines are seeing how chat and social networks are being particularly used by customers during the crisis as it allows them to get quick answers to questions and problems.<\/p>\n

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MESSAGING: WHATSAPP IS ON THE BOOM<\/h3>\n

In this complicated environment, particularly channels such as WhatsApp Business<\/a>, which we constantly use to communicate with friends and family, are particularly important due to their ease of use and immediacy:<\/p>\n