Reevaluating the Customer Experience in Covid-19 Times


Nobody expected the pandemic that hit the world at the beginning of 2020, but it has affected the way we live and do business. Customer needs have changed, and companies are finding it necessary to adapt to meet them.


Have you thought about ways your business can evolve to improve customer experience during the Covid-19 crisis? Check out these ideas that can make a difference in your client relationships.

Collect Data on Customer Needs and Expectations

The first step to meeting customer needs and expectations is to understand what they are. You can collect data by analyzing what has changed for customers since the crisis began. 


You can also request client feedback on what has worked and what hasn’t. This data then informs the actions you take to improve client experience.


Offline businesses have rushed to offer products and services online. In this way, they have been able to keep their customer base. However, client needs go beyond requiring internet-based communication.


Even with online purchases, customers may have safety concerns about order handling due to the virus. Providing quick answers to client questions can help build confidence in your brand.

Maintain the Human Touch in Digital Interactions

Before coronavirus came on the scene, 75% of customers surveyed preferred human contact rather than communicating with a machine. With the world in crisis and many facing varying degrees of lockdown, people are not able to spend time with friends, family, and coworkers. Thus, customers now have an even greater need for human interaction.


With a premium on authentic human connection, it is essential to consider how consumers view your brand. Do they see your business as wanting to help them or just trying to make the sale?


Phone tools like the proactive predictive dialer from NICE inContact can help streamline your service and get customers in contact with a real person as soon as possible. Options like video calls may provide a unique face-to-face connection that many need during this time. Consider how you may be able to put people at ease right now.


You can increase trust in your brand by showing you are there to serve and protect. Building customer confidence through data-driven empathy will bring benefits for years to come.

Provide Free Resources

Covid-19 has made it necessary for many people to work differently than before. You might offer free products or services to professionals who now need specialized resources to do their jobs. It can go a long way toward building rapport that can lead to sales in the future.


Many large companies had already begun to focus on long-term customer engagement before the crisis started. A focus on empathy and serving clients can lead to better customer retention over the long haul.

Adapt Products or Services

Many U.S. businesses adapted their production to attend war needs during World War II. Similarly, some companies may be able to do so in Covid-19 times. For example, businesses that work with textiles or clothing can switch to the production of cloth masks to supply the increased demand for these items.


Other companies have changed from making perfume to hand sanitizer. Some hotels became temporary quarantine centers. There are abundant opportunities to make a difference during this crisis.


Covid-19 has made it necessary for businesses to change the way they interact with customers. Companies need to provide excellent customer experiences tailored to the current pandemic. The first step to accomplishing this is to understand customer needs.


Maintaining a human aspect of digital interaction is also essential. Some businesses may choose to provide free resources or adapt production to increase relevance during this time. All of these actions can help your company navigate the changing scene of customer experience during the current crisis.


Lisa Besserman, Founder and CEO of Startup Buenos Aires, has been named as Business Insider’s “Top 100 Most Influential Women in Tech”, and the 2014 “Business Innovator of Latin America” by the Council of the Americas.
Lisa moved to Buenos Aires from New York City to create Startup Buenos Aires, the organization that represents the startup, tech and entrepreneurial community of Buenos Aires, Argentina.
Startup Buenos Aires has been one of the main catalysts for strengthening the tech ecosystem in Latin America, by bringing global startup initiatives, development projects and investment opportunities to the region.
Under Lisa’s leadership Startup Buenos Aires has been credited as “Top 3 Growing Startup Cities” by CNBC and “5 Emerging Global Tech Hubs” by Entrepreneur Magazine.

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