Trends Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service — Companies Dig Into Digital And Empower Their Agents

June 12th, 2020
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Art Schoeller, null
Art Schoeller

Summary

The pandemic has forced companies to accelerate their efforts to digitize customer service; in the early days, chatbots and messaging became a lifeline for many organizations overwhelmed with inbound calls. Digital channels are becoming the preferred channels for customer service: Agents can understand customers’ prior actions on the website, and customers can transfer between channels without losing context as well as stop and restart conversations. In the new normal, digital customer service encompasses a blend of automated, AI-fueled, and live-agent interactions.

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