My threat is Amazon and Walmart. When do they come into my market?” You have an opportunity here to take customers away from them because they’re having their challenges just like you are. So it’s a once in a lifetime opportunity because you have this opportunity to acquire customers. I mean, I’m seeing CACs have literally zero, right? Customer Acquisition Costs of zero. But if you drop the ball, and now the pressure’s on you Mr. or Mrs.
Customer service leader,
Sou drop the ball, when this pandemic ends, those customers won’t be there. What do you do? Think about quick wins. What can you do? Whether it’s on the agent experience, the automation piece, the bringing in of this order data into your contact center environment, into your customer care world, to be proactive with, there are ways that you can fundamentally change your business, not just for the short term, but we’re all going to come out of this. How does this actually put you in a better stead for when we come out of this pandemic? So that would be my feedback to customer service and C level folks all across the globe.
Gabe Larsen: (21:26)
You’re right and when we come out of this, there’s going to chile phone number list be winners, right? And if you do it right now, you’re going to be standing on that pedestal. I can’t agree more. Mike, what would you add?
Michael Miller: (21:36)
Very similar. I think there’s a strategic lens and a more tactical future trends and preparedness lens. Strategically, it’s exactly right. I mean, evaluate your partner ecosystem and the extent to which you can identify tools that allow you to get proactive, that allow you to get more efficient, automate tasks, I think is an incredible opportunity. More tactically, if you’re betting email list in the care center, our advice is, we’re seeing specific spikes in things like general delays, address issues, . So if you can build targeted workflows around getting proactive and issuing customer communications and reassurances around those, that’s going to serve you really well these days.
Gabe Larsen: (22:23)