A Zombie-apocalypse is not something that keeps most support teams paranoid about. After all, it isn’t something that happens every day. But that is exactly what’s so scary about it. Zombie attacks can stem out of pretty much anything, right from a barrel of toxic gas that was accidentally opened, to a Black Friday sale with deep discounts on the latest gadget. And you can be pretty sure that the attack is going to start quick and grow big with very little warning. Unless your support team is ready when it strikes, you might wake up the next morning to find a burnt-up help desk, and a lot fewer customers. So how can you can you get your customer support to be ready for the zombie apocalypse? This guide will walk you through everything you can and should do to make your support team proactive before the zombies rise, effective during the attack, and heroes after.
Sometime last year, the Center for Disease Control (CDC) published an article on their blog about how individuals can be prepared for a zombie apocalypse. But just a few humans are no match against a mob of a few hundred zombies. It is at times like this that businesses need to be able to step in, educating scared civilians, giving them the know-how to survive the ordeal.
Which means support teams at these business must be ready to handle the crisis. Most businesses do not have the means, policies or infrastructure in place to take care of even a few dozen hysteric customers reporting a sudden loss of service, requesting sales information, or even having trouble finding their way at the same time.
The problem with customer support is, no matter how trivial an issue seems to your customer, finding out how to reset their password RIGHT NOW could mean the difference between life and death. Quite literally, in fact, if they are being chased by hungry zombies. That means no matter how high the pressure is, giving your customers the right solution to their problem every time is your biggest retention strategy.
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