Published on 26|10|2020 by Lucie Kolářová
Corona is back! Guys, don't panic!
It cannot be overlooked, it is all around us. The coronavirus attacked our health, relationships and work again. We talk about it even if we don't want to because it affects almost everything.
Right now you are probably at home office trying to work, even though you might wonder how well your company - and those that yours depends on - will get through the pandemic and, of course, whether you will keep your job. Some heads are spinning with the sight of rising sales, others are thinking of changing business plans and pondering a million more questions.
Everyone is also a different type - someone panics, someone waits indifferently for what will happen, another tries to turn the situation in his favor, he educates himself, launches new projects, volunteers…
Companies can also be divided according to how the coronavirus crisis affected them. What is important is how they can deal with the situation. Will it be panic, doing nothing, or will they spit in their hands and throw themselves to work?
From our position as a smaller technology company, we think that all types of companies can spit in their hands, it's just a matter of how to do it. Let's try to suggest what it might look like.
The first group of companies that can be defined are those who have made money on the situation. Let's call them "Crisis Winners". They have an online business, service or product that is in crisis. Despite these booms, these companies will also face many problems:
Their communication with customers increased rapidly.
They do not catch up for various reasons - new people in the call center, training new employees.
Problems with customer satisfaction - mostly because they do not catch up as usual.
The second group are companies that have not changed much and are doing the same as without the crisis. In fact, they are already such "Little Winners". What would others give for their situation! And now, how to use it? How to prepare for what is to come?
They can take advantage of the fact that other companies are failing. And they can go even further:
They have to reckon with the fact that they will grow - at that moment, automation is also on the agenda.
They have room to restructure and streamline processes.
Focusing on customers is always a good plan. And now is the time for it.
At SentiSquare, we can sit down with such clients and prepare an optimization action plan. Automate processes, find out what their customers say about the company. And you are a big step ahead of the competition!
The last group contains companies that were simply unlucky. The "Struggling firms", who may have been at the top yesterday, are closing or saving the company today as much as possible. It's no one's fault, no one expected today's situation. But nothing lasts forever, and a clever “Struggling firms” doesn't have to be struggling forever. What works for them?
Be active. Sitting and doing nothing hasn't helped anyone yet.
Try to change. You can reduce people's costs. For example, implementing artificial intelligence is not as expensive as most people think. It has a very fast return and for example to deploy email automation is a relatively quick affair. The change to a new business can also be a way. Which way to go? Ask your customers. They will tell you the most valuable information - what products, services and why they would like and do not want from you. Just guess where to go in this new and difficult situation. When you listen and your results start to return to profit, your determination to use everything in your favor, even in a seemingly hopeless situation, will benefit. That's why we say: The most valuable thing you have lies in your communication with customers. And we are here to mine it for our clients.
Take the situation as an opportunity. And hold on!
It is said that this crisis will test the market and only the best will survive. We think that those who do not panic and get to work, whatever their starting position is, will survive this crisis. Let us all keep our fingers crossed to let us emerge from the crisis even stronger!
SentiSquare is a technology company that deals with customer-generated text analysis. As one of the few companies uses artificial intelligence based on principles of distribution semantics, which provides many competitive advantages, such as language independence. The company was founded in 2014 as a spin-off by team of researchers at the Faculty of Applied Sciences of the University of West Bohemia in Pilsen. SentiSquare currently supplies technology to the contact centers of large companies such as T-Mobile, E.ON or Albert.
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