Customer care in a crisis: How support teams are navigating shifts in volume, wait times, and CSAT` is a report that explores the impact of the COVID-19 pandemic on customer support teams. The report reveals that nearly half of support teams have seen an increase in inbound volume, with B2B teams experiencing a 51% rise in requests. This surge in volume has led to longer wait times, with B2C teams experiencing a 70% increase and B2B teams seeing a 57% rise. The report also shows that customer satisfaction scores have declined, particularly for B2C teams, with CSAT scores dropping by 28%. Support leaders are responding proactively by leveraging help centers, automation, and proactive messaging to manage the increased volume and provide customers with reassurance. Despite these efforts, many support leaders believe their team's performance will be negatively affected due to the decline in morale and increase in work-related distractions. The report highlights the importance of supporting both teams and customers during this challenging time, emphasizing the need for transparency, empathy, and personalized communication.