Online customer support in times of change and uncertainty

The world is now more interconnected than ever before due to COVID-19. As a result, it’s time to upgrade your customer support tools so you can adapt to the change and uncertainty that’s enveloping the world.

By adopting the right online customer support tools, you can keep your business operational. After all, by moving most of your operations online, you can keep your staff in work, engage your customers and keep revenue ticking over.

Essential customer service tools you can adopt

Remote call centres

By allowing your call centre employees to work remotely, you’ll save the cost of hiring a premises and allow your staff to self-isolate in a way that’s essential for preventing the spread of the coronavirus.

Shared inboxes

By creating shared inboxes and email addresses, you’ll be able to allow your staff to work from home, if needed.

A shared inbox will also help your team save time, because there won’t be a need for team members to forward emails or cc others. Instead, everyone has the same inbox and can work quickly, because they all have the information they require in one place.


While your staff work from home, it’s still vital that your work is GDPR compliant. To make sure all your data is secure, use a VPN that offers a centralised cloud management platform. This will allow you to create customised user access, so sensitive data is always safe.

Knowledge bases

By creating and localising a knowledge base, you can take the strain off your employees and allow them to focus on pressing tasks. Your knowledge base will act as a form of self-service customer support, and it will give your customers an immediate response to an urgent question.

You can store documents that provide valuable information to customers and prospects, and you should ensure that you include knowledge on each department, as well as tips for using your products.

Updated FAQs

By regularly updating and localising your website’s FAQs, you’ll be able to make sure all your customers are receiving the correct information. The FAQ section of your site is likely to be the first place a customer will look to learn more about your business and its products, so update this page regularly.

Link your chatbots to your customer relationship management system

By 2022, it’s estimated that chatbots will generate over $8 billion in savings for businesses.

By linking chatbots to your customer relationship management system (CRM) and your social media pages, you can support your customers in real time. You’ll improve the interactions you have with your customers, save time for your customer support team and even help your business scale more easily.

By adopting these new customer support tools, you can engage and support your customers in these uncertain times.

If you need help localising your tools for online customer support, contact us today.