With more than half of the world’s population now online, there are billions of people commenting, praising and critiquing your brand across channels every day. Your brand needs to listen and engage with these conversations to improve customer experiences – this was a fact even before COVID-19.
Now, as we’re months into the pandemic, the need for customer experience management (CXM) is accelerating faster than ever as organizations realize it’s not just important – but essential for survival. According to McKinsey, “Digital-led experiences will continue to grow in popularity once the coronavirus is quelled, and companies that act quickly…to help consumers navigate the pandemic safely and effectively will establish a strong advantage.”
Nowhere is that clearer than in customer service, where in-person call centers have been shut down, inbound volumes of customer inquiries have exploded, and demand for virtual, AI-powered digital care solutions have increased dramatically.
Over the past few months, Sprinklr’s research team has been analyzing inbound and outbound volume across industries and talking to customers about their customer care experiences. As a result of this research from across 1,200 brands, Sprinklr found that average inbound volume of customer mentions and inquiries across industries increased by 161 percent, outbound replies from brands increased by an average of 178 percent, and brand posts across channels (any brand content published) increased by 133 percent from February through May 31st, 2020.