Duration: 45 min
COVID-19 challenged businesses to adapt fast to sudden changes in customer needs, pushing digital customer service initiatives into overdrive. Customers rushed online to get in contact with businesses that had to handle an exploding volume of new customer feedback.
See how Kiwi.com thrived in the fast-changing atmosphere of COVID-19 with industry-leading customer service platform Clarabridge Engage. Join Kiwi.com’s Lukáš Maršálek and Dan Slater as they discuss:
- How Kiwi.com utilized tags and smart tags in Engage to identify top drivers of customer concerns
- How Clarabridge’s advanced text analytics enabled Kiwi.com to measure the impact of COVID-19 on their social profiles
- How flows in Engage generated large time savings that enabled Kiwi.com to help their customers more quickly and effectively
Director of Customer Service Relations