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October 21, 12:00 ET

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Survey

Customer Expectations of Service Delivery During COVID-19: Survey Results

The COVID-19 pandemic poses unprecedented operational challenges to customer service organizations and has also redefined customer expectations. With sky-high demand for technical support alongside widespread safety concerns, we carried out an in-depth study of what consumers want when it comes to technician visits and remote assistance.

Key Insights

  • Demand for technical support is currently very high: almost two-fifths (37%) of U.S. consumers have required technical assistance during the COVID-19 pandemic. In a majority (57%) of cases, support was provided remotely – either over the phone (34%), over video call (22%).
  • Consumers are uncomfortable with allowing technicians into their homes: three-quarters (75%) would rather avoid technician visits due to safety concerns unless it’s really necessary, almost half (47%) would allow an outdoor visit only, and one in five (20%) would avoid the visit in any case.
  • Safety concerns are evolving as critical to brand loyalty: two-thirds (67%) would prefer a company that is innovating with remote support tools, while three-fifths (60%) would consider leaving a company that did not meet their safety expectations.
  • Remote Visual Assistance is emerging as a key technology for tech support during the COVID-19 crisis: 22% of consumers who required tech assistance were remotely guided by a technician using video. When given a choice of methods for receiving technical assistance during the pandemic, just as many consumers chose guidance by a technician using video as remote guidance over the phone.

With safety the primary consideration for consumers during the COVID-19 pandemic, the precautions taken by field service organizations and their employees are now critical to customer satisfaction and brand loyalty. Consumers are both less likely to allow technicians into their homes and more willing to play an active role in the resolution process, especially with remote Visual Assistance tools. For further insights and a deep dive into the data, download the comprehensive report.

 

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