Not business as usual

As the grip of COVID-19 intensifies on an increasingly splintering world and more and more people shelter themselves indoors for work, life, and everything in between, businesses large and small are finding themselves struggling with an overbearing demand for answers. People are looking for a semblance of clarity amid the confusion and uncertainty surrounding the pandemic. And service managers are finding it increasingly difficult to navigate the surging demand as support agents turn as panicked, anxious, and unsure as customers themselves. Businesses spanning restaurants, food delivery, meal kits, healthcare, gaming, education, technology, streaming, e-commerce, and online subscription services are registering alarmingly high volumes of support tickets. Where the support reps are finding themselves overwhelmed by the burgeoning numbers, frustrated customers are experiencing hours-long wait times and turning more distraught.