All businesses, regardless of size, have had to deal with the COVID-19 crisis. Alison Lee, Head of Marketing at ipSCAPE talks about the lessons ipSCAPE has learnt during the crisis.
COVID-19 has drastically changed our economy and the way businesses operate. Among the challenges, there have been some key lessons that ipSCAPE can share:
1. The Importance of Cloud Technology- Ensuring your business tools are accessible from anywhere has become increasingly important. Those businesses that were powered by cloud technology were able to seamlessly transition to a remote working environment when COVID-19 arrived in Australia, ensuring continuity for their Customer Service and Sales team.
2. Building Confidence through Clear Internal Communications- Regular communications can help employees feel connected and informed about how the business is progressing. COVID-19 has brought a lot of uncertainty so having strong internal communications can provide clear guidelines and updates to make employees feel connected. ipSCAPE has been using video conferencing tools such as Microsoft Teams to hold regular meetings and catch ups such as our ‘FOMO Fridays’ all-hands catch ups.
3. Offering Choice through Multi-Channel Communications – Many organisations needed to shift their customer service to digital channels during COVID-19. Having customer experience technology that provides you with multichannel options such as web chat and email are especially important to ensure you cater to channel preferences.
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