Businesses like Alternative Airlines, which had invested in adaptability and flexibility were able to move fast and shift to remote seamlessly, while never dropping the ball on customer service. The pandemic revealed just how crucial organisational agility is to managing disruption. They were able to instantly shift to a remote environment and move tickets to voice and phone without issue,” concludes Reekers. “Alternative Airlines was able to avoid putting customers on hold for hours or days because just a few months prior, they’d set up a remote solution with us. Aircall was able to help Alternative Airlines manage this shift while maintaining fantastic customer support. That increasing pressure coincided with changes to teams, as existing agents went remote and new support agents were rapidly onboarded to meet the increased load. With customers in this space, he saw firsthand the impact this rapidly changing context was having, “Alternative Airlines and many others had this unique dynamic where they were just overloaded with support inquiries,” he continues. But at the same time, you had a spike in activity thanks to increased customer service requests,” Reekers explains. “You had an absolute shutdown of businesses because no one was booking tickets anymore. Reekers highlights the travel industry as an example of a sector that faced multiple pressures from the pandemic and as a result, had to rapidly rethink its approach to customer service. Learning Lessons From the Rapid Move to Remote He explores what it takes to enable a more adaptable and engaging future of customer support-both in the office and remotely. hub in London’s Silicon Roundabout, enabling the team to provide the best possible support to its 1,000+ clients in the region.īelow, Reekers discusses what Aircall and other businesses can learn from the past 18 months. To continue to drive toward that goal, after a recent funding round saw the company valued at over $1bn, the business has today announced a new U.K. Responding to these increased demands alone would be difficult, but many organisations had to navigate a simultaneous shift to the world of remote work.Īs organisations look to a hybrid future, with a mix of office and remote work, CX Today is joined by Jeff Reekers, Chief Marketing Officer of cloud-based voice platform Aircall.ĭelivering impactful customer experiences is at the heart of Aircall’s mission, informing everything from its product features to its internal culture. From grounded flights to added demand on government agencies, service teams had to go into overdrive to support organisations and the public through a period of ongoing disruption. However, one core business function, customer service, experienced the opposite. When the pandemic hit, many businesses paused operations, put teams on furlough or scaled back non-essential plans.
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