Customer Support Services for the Pharma Sector During Lockdown

The current COVID-19 lockdown is keeping all citizens confined to their homes. With the latest statistics out, certain areas in major cities have been cordoned off to prevent the possible spread via asymptomatic carriers of the coronavirus. But one industry that has gained optimum importance and is working as a necessity is the Pharmaceutical Sector.

Some pharma and medical device factories have been shut due to the lockdown. It is also getting difficult to import or export healthcare goods due to lack of manpower at airports and seaports.

Implications of the lockdown have resulted in a slowdown or delay in medicines, devices, sanitizers, masks and other raw materials reaching hospitals, clinics and people’s homes.

Even under normal circumstances, customer support services for the pharmaceutical, healthcare and medical industry in general, are niche and specialised.

Customer Support teams of Pharma Clients are highly trained, efficient and experienced. The technology utilized is cutting-edge, secure and cloud-enabled to assist the end Customers with the right information and improve the brand value.

How Customer Service Can Help in the Current Lockdown Crisis

During a crisis such as the current #COVID-19 pandemic, customer support services can assist the pharma industry in the following manner:

1. Prompt Assistance

Pharma and medical products during this time are saving lives. Customers require efficient and factual information. Patience is low and often during crisis phases, customer concerns are quite serious and responses should not be delayed.

2. Timely Updates

Due to delay in medical products, customer support teams are required to keep customers satisfied with regular updates of their consignments.

There is a high amount of false news and myths circulating these days. Customers, therefore, rely on solid pharma brands for the real news about regulations, and the general situation. This helps to minimize panic and spread positivity.

3. Two-way Communication

It is vital to keep all communication lines open between the company and customers. As mentioned earlier, an omnichannel platform that offers various choices such as chat, email, social media and video calling is preferred.

4. Round The Clock

Emergencies can occur at any time. Virtual call centre customer service will take care of customers 24x7. AI based Chatbot + Voicebot + Human supported Customer Service is the way customer support can be maintained constantly round-the-clock.

5. Crisis Management

Customer support teams can provide steady assistance during a crisis situation. They keep communication lines open and customers calm.

Syrow's Customer Support Advisors adhere to the given guidelines, and they offer round the clock support during hard times without any interruption, in the benefit of Pharma Companies and their Customers.

Crisis communication during any unforeseen event should be carefully defined and customer support agents are briefed well.

6. Omnichannel Support

Customers of pharmaceutical businesses, like most customers these days, prefer to choose a communication channel that suits them. Phone calls, iOS/Android app based audio/video calls, chat, social media channels, tickets and email are the major modes of customer communication. An omnichannel platform, not only offers such a variety but also ensures seamless integration of communication between the modes. Eg: If a customer makes a particular complaint through a phone call and then follows up on this via email, the omnichannel platform is able to link the two pieces of communication in order to provide an efficient solution.

Syrow – Your Omnichannel Customer Service Partner During The COVID-19 Pandemic

Syrow is one of the top Customer Service Outsourcing companies in India, offering a complete suite of 24 x 7 Customer Care Services.

Our customer care center works on behalf of our Clients, to manage tasks efficiently using quality processes & services. We utilize audio calls, video calls, live chats, chatbots, email, social media and ticketing services. Syrow offers every tool for free including integration with third-party applications like SalesForce, Zoho CRM, Freshdesk, etc. We also provide Customer Satisfaction [CSAT] scores for short-term customer loyalty records and Net Promoter Scores [NPS] for long-term loyalty indications.

Currently, all our customer service advisors are operating on a work-from-home (WFH) basis and are offering our complete suite of services via our omnichannel platform.

For guidance or services for your customer service requirements, contact us today. Our teams are waiting to hear from you.