Work From Home and Customer Experience

    Challenges, Strategies and How JindalX Created Exponential Outcomes

    mandavi sharma
    Mandavi Sharma

    As the world came to a standstill due to the COVID-19 pandemic, many companies were forced to work from home. The pandemic forced organizations to manage their day-to-day operations, build and create opportunities in this tumultuous phase. While it worked for a few businesses, some service providers could not embrace it as efficiently due to a lack of agility and legacy processes.

    One of the sectors affected due to the COVID-19 was consulting and customer support services — especially customer service. Many companies struggled to provide seamless customer support services while working remotely.

    According to PNAS, 41.3% of the businesses reported that they closed their operations due to COVID-19 as working from home did not suit their way of working, and neither did they possess adequate operational and technical capabilities. Also, remote work settings did not appear to be a feasible option for contact centers as they believed it could impact their business efficiency and quality of delivery. Since then, a lot has changed, and various organizations have adapted to the remote work model.

    Customer Experience

    Challenges Businesses Faced During the Pandemic

    There were many challenges businesses faced while maintaining excellent customer support facilities amidst the pandemic. From streamlining communication channels, meeting customer expectations to overcoming technical complexities, businesses embraced the new work model without impeding growth opportunities.

    Strategies That Businesses Employed to Overcome the Challenges

    Some businesses did manage to progress as they envisioned something bigger and leveraged unique strategies to create excellent outcomes with this new business model. For example, ensuring adequate staffing, providing training to their employees, embracing digitization and data-driven decisions across different mediums.

    Customer-centric culture

    A customer-centric culture is one where the customer is at the center of everything the company does. This means that all decisions, whether they are about product development, marketing, or even HR, are made by keeping the customers in the picture.

    Focusing on the customer experience

    This means delivering amazing experiences for customers at every touchpoint, whether it is when they first visit your website, interact with your customer service team, or use your product or service.

    Investments in technology

    Technology has transformed the way businesses operate and interact with their consumers. Companies that triumphed amidst the pandemic invested in innovative technologies to interact with their people and customers.

    Data to drive insights and decisions

    Data is one of the most powerful tools that companies have at their disposal. By leveraging data, companies make better decisions about everything — product development, marketing, and sales.

    How has JindalX helped businesses deliver exceptional CX?

    JindalX with over 2 decades of experience in delivering excellent customer experience for its business partners, was well placed to overcome the remote work challenges. We believed in ourselves and in our strength ” People and Technology” to create exponential outcomes for our business partners. Not only did the experience of managing customer services and developing solutions for enterprises come in handy but also helped us build remote working solutions for different industries.

    Our personalized and customer-centric approach helped businesses streamline their processes and meet and often exceed customer expectations.

    How did we make it possible?

    We, at JindalX, have tested and implemented work from home for over 90% of our workforce and manage to deliver 100% customer satisfaction. We helped deliver excellent business results across industries, including food tech, eCommerce, and more.

    Omni-channel Support:

    • Absolute accuracy and optimum CX with up to 4 concurrent chats.
    • Fastest response time and 24X7 support.
    • Propensity engines for intelligent solutions and 90% First Contact-Resolution (FCR).
    • Proactive social media interactions and end-to-end resolutions.

    Get what your business needs:

    • Personalized and human-centric customer services.
    • Gamification based process training.
    • Customer Engagement for propensity-based cross selling and up selling.
    • Instant support for abandoned carts via multiple touchpoints.
    • Power BI led ‘JX Analytics’ to give real-time 360º view of operations.

    We continue to manage operations on-site and remotely to build positive outcomes for our business partners. Do you want to build a personalized customer experience strategy for your business? Contact us

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