Demand for digital customer services surges as consumer appetite is more than whetted through the pandemic and its attendant lockdown
Interesting study in this week’s newsletter which reveals the sheer scale of customer reliance on online services during the Covid-19 pandemic, with consumers predicting their dependency on digital services will surge by 27 percent as they lockdown measures.
As people shifted their entire personal and professional lives from workplaces, gyms and cinemas to living rooms, bedrooms and kitchen tables, the UK experienced a leap in use of online services, as the public flocked to video conferencing, gaming and streaming platforms to work, live and play.
The research by Sungard Availability Services uncovers how such tools have had a huge impact on relationships and mental wellbeing under lockdown. Nearly a quarter of respondents stated the use of online conferencing services such as Zoom and FaceTime has led to closer relationships with friends and family, and a third admitted any issues with conferencing services being unavailable would have resulted in these relationships suffering.
The findings also reveal how consumers have prioritised the availability of online services, with downtime playing a key role in behaviours towards and loyalty for brands. Consumers would now be more upset about being unable to access entertainment streaming services and video conferencing software for 48 hours than online information on health services.
Chris Huggett, SVP EMEA at Sungard Availability Services says. “Brands need to ensure the availability of their services so they can adapt and continue to serve customers under any circumstances. Companies also need to find innovative ways to keep their employees safe, embracing social distancing and following government guidelines. Having a resilient mindset, a plan in place, and the technological know-how to weather different storms will ensure companies of all sizes can be successful in moving forward – whatever the future may look like.”
Many of the findings of this report will be examined in detail at our upcoming Virtual Customer Engagement Transformation conference this autumn. Look forward to seeing you there.