When customers benefit, businesses benefit.
Do you want to know how?

I know, I know, most of you, if not all of you, are tired of hearing the word Pandemic or COVID-19 and yes this disruption continues to be a right pain in your backside or at least exhausting, in the way that it's certainly consuming our every day lives, every minute of the day.

BUT, it's never all bad news, so let’s shine some light on the positive changes the pandemic has accelerated and how some businesses are really standing out. Customer Service - and there are plenty of brands still shining through this crisis for showing leadership in customer service during the pandemic.

A new report from Forrester showcases leading Australian brands that have kept a sharp focus on customer service and customer-centricity and the great results they have achieved.

As the pandemic disrupts all facets of our lives, consumers lean on trusted brands for support. For brands like Qantas, Telstra and Westpac, customer service has been a crucial part of their response.

In 2020 Westpac viewed customer complaints as an opportunity to improve customer relationships and provide a seamless service experience.

We all know how Australia’s largest airline, Qantas, was at the epicenter of disruption during global lockdowns, when the majority of flights were grounded. Customer service was challenged at the peak of flight cancellations, customers had to wait up to 6 hours to get through. They responded by streamlining teams, composed of employees with the most expertise and empathy.

When lockdown restrictions hit, Telstra invested in cross-skilling field teams to make their workforce flexible – allowing them to successfully manage the spike in customer contacts.

So, you see, no matter how large or small your business is, there will always be challenges and opportunities in every situation. But it’s only when your business is agile and flexible that you can seize those opportunities and turn them into magical marketing moments.

Are you ready to shine some light on the good stuff. We’ve got the spark to bring that to life.
Connect with us today.