Responding to the current crisis with a decentralised customer service solution

working from home in crisis

Responding to the current crisis with a decentralised customer service solution

The unprecedented consequences of the COVID-19 pandemic may have your company rethinking working paradigms in search of solutions. The current crisis is accelerating trends like digitisation and decentralised work, especially in customer service.

Companies are turning to new alternatives, or breathing new life into underutilised ideas. Leading the list is home working.

While it is not a new concept by any means, technological advances have made working from home extremely flexible and effective. In the past, home working was largely limited to marketing or sales. New developments now make it suitable for other areas as well, particularly for customer service.

Your company may be struggling to keep traditional service infrastructures running while your staff has to work from home. Not everyone has the necessary infrastructure and high-speed connection.   

The unprecedented consequences of the COVID-19 pandemic may have your company rethinking working paradigms in search of solutions. The current crisis is accelerating trends like digitisation and decentralised work, especially in customer service.

Companies are turning to new alternatives, or breathing new life into underutilised ideas. Leading the list is home working.

Empty call center in the crisis

While it is not a new concept by any means, technological advances have made working from home extremely flexible and effective. In the past, home working was largely limited to marketing or sales. New developments now make it suitable for other areas as well, particularly for customer service.

Your company may be struggling to keep traditional service infrastructures running while your staff has to work from home. Not everyone has the necessary infrastructure and high-speed connection.   

Investing in home working as a future-orientated infrastructure

The current world health situation is accelerating the trend towards home working. Home working offers a decentralised, reliable and cost-efficient solution to keep your customer service department effectively operational and accessible – especially in times when your staff is being advised or even forced to work from home.

The combination of AI and the human experience of product users and customer service agents can provide your company with an improved customer experience and continuity of service that is up to meeting the challenge of times like this. 

Mobility takes home working to a whole new level. The pandemic highlights the risks to a centralised, fixed customer service infrastructures with traditional call centers.

This means that companies, especially those with multisite call centers, may now want to explore ways to shift some operations into the cloud to avoid operational overloads and breakdowns. The solution is not necessarily to replace your in-house call center with gig workers, but rather to tap into the emerging online gig economy.

This allows your company to move into a new age of tandem cooperation between the old paradigm and the new.

customer service from home

Mobility takes home working to a whole new level. The pandemic highlights the risks to a centralised, fixed customer service infrastructures with traditional call centers.

This means that companies, especially those with multisite call centers, may now want to explore ways to shift some operations into the cloud to avoid operational overloads and breakdowns. The solution is not necessarily to replace your in-house call center with gig workers, but rather to tap into the emerging online gig economy.

This allows your company to move into a new age of tandem cooperation between the old paradigm and the new.

customer service from home

A decentralised customer service solution 

Think of an end-to-end, decentralised customer service solution which engages your most dedicated product users. These users are not only willing to share their experience and know-how, but they are proud to. They are tested for their expertise and certified before supporting others. 

Setting up the GUURU solution for your company is a straightforward procedure that can be completed for a network of service agents in around two days, and for Guurus – proud users ready to provide support – in approximately two weeks. 

This adds a new level of support that takes the availability and efficiency of customer service into new dimensions that the current pandemic is forcing you to take.

Setting up the GUURU solution for your company is a straightforward procedure that can be completed for a network of service agents in around two days, and for Guurus – proud users ready to provide support – in approximately two weeks. 

This adds a new level of support that takes the availability and efficiency of customer service into new dimensions that the current pandemic is forcing you to take.

Surpassing the limitations of existing customer service platforms

AI-based chatbots have been around a while. They can assist your customer service departments in handling common basic enquiries that do not require human inaction, while your service reps stand ready to handle more complex cases.

However, their availability in periods of peak demand, or in unusual circumstances such as the pandemic, is limited. This can lead to poor response times and dissatisfied customers. Enable your remote agents to work flexibly from anywhere.

The combination and integration of both – chatbot and remote certified product users – provide you with effective tools. These tools help you ensure business continuity in the cloud, leading to impressive gains in customer satisfaction and retention.

Making your customer service department more resilient

Engaging experienced product users help businesses mitigate systemic risk not only in times of crisis, but also in the course of normal operations. It is a win-win for businesses and workers alike, as workers can dictate when and where they prefer to work.

New mothers, students, freelancers, enthusiasts and even employees moonlighting after work can provide their expertise and experience in the service of peer product users, who appreciate and value what they have to offer. They are rewarded for the services they provide, both financially and with the recognition and gratitude of those they assist.

decentralised customer service solution 2020

This pandemic crisis is pushing us to rethink our personal and work lives, our values and our priorities. The consequences of which will live on long after the pandemic ends.

Home working, the online gig economy and combining it with a smart solution are all ways for companies to step up and meet the challenge. These forward-thinking solutions can help your business ensure operational continuity. It can also help you offer customer experiences that build brand loyalty, while also establishing a new working paradigm. A new paradigm that can meet the needs of modern workers and today’s business climate alike.