Almost every area of our lives has been impacted by the pandemic, from how we see our family members, through to how we perform our jobs. Many of us have cut down on in person shopping, and opted instead for online shopping to minimise our risk of exposure. There are other ways the pandemic has impacted our lives too, and one of the biggest areas it has changed is customer service.
With many businesses struggling with Covid-19, it’s more important than ever to offer your clients something ahead of the crowd. One of the best ways you can ensure their loyalty is by offering customer support to ensure they’re happy at each step of the way with tools such as a conversational chatbot. If you’re interested in learning more about what industries are seeing growth in these new Covid-19 times, read on to learn more about customer service during Covid-19:
What Industries are Thriving in a Covid-19 World
While some industries such as tourism and in person retail are suffering, others are on the rise. In a recent study by CallCare they focused on the top five industries with the most growth right now based on the number of calls received. Home improvement came out on top with an over 650% increase in calls. In second place was Finance with a 418% increase. Third was legal with a 152% increase, while Medical increased b y 145% and ecommerce by 109%.
It’s not surprising that people are looking towards home improvement with all the extra time spent at home. While no doubt many people are taking on their own DIY home improvement style tasks, the majority of the calls were for people looking for expert tradesman to help them with tasks.
With many people losing their jobs, worried about the economy, or just wondering what their new steps are with their finances, it’s little surprise that finance related calls came in second place. The calls may have been about people inquiring about their loans, insurance and accounts.
The legal sector saw the third largest increase in customer service calls, with a rise of 152%. A number of people were calling to find out about their rights, to learn more from solicitors and unions as the pandemic caused unforeseen changes across the workforce.
It’s unsurprising that during a pandemic that medical calls were on the rise, too. Many people were calling about both recruitment and funeral insurance, resulting in a 145% increase in calls in the medical field.
Ecommerce With a 109% increase, ecommerce took ‘last place’ in the top 5 industries that have increased in call volume since Covid-19. People were inquiring about a wide range of things including pets and fashion. With extra time at home, many people are looking to spend in these industries.
Due to the uncertainty that Covid-19 has brought with it, customer confidence is at a low point. This means companies are going to have to invest in their customer service in order to ensure clients feel confident to continue buying.