How the pandemic has changed customer support forever

The COVID-19 pandemic has significantly impacted how companies and consumers interact with each other, leading to a shift towards digital-first ways of working. As a result, customer expectations for fast, personalized support have increased, making it essential for companies to understand their customers and deliver high-quality experiences. The survey found that messaging is becoming the second most used support channel, with 53% of support teams experiencing an increase in conversation volume since the pandemic began. This shift has also led to a rise in emotional customer interactions, with 32% of respondents noting an increase in emotionally charged conversations. To address this, companies are adopting proactive support strategies and leveraging automation and self-serve capabilities. The new normal of customer support includes messaging-based experiences, efficient automation, and personalized self-serve capabilities, which will require support teams to be more productive and personal in their interactions with customers.