customer

CustomerZone360 NEWS

CustomerZone360 Home

How Different Businesses Are Affected By The Pandemic

By Special Guest
Boris Dzhingarov
October 14, 2020



As soon as the World Health Organization (WHO) declared that the coronavirus outbreak was a pandemic, it became clear that businesses will be affected. This is because we are talking about an unexpected event that affects the behavior of the customer.

Fortunately for some businesses, the pandemic did not affect them that much. Unfortunately for others, they ended up bankrupt. Basically, businesses were affected based on how much risk customers would be faced with when using their services or buying their products.

Brick And Mortar Businesses

Businesses that relied on face-to-face interaction with customers in brick and mortar locations were hit very hard as lockdown was enforced literally all around the world, in every single country affected. In an attempt to strategize and learn how to deal with the pandemic, governments tried to force people in their home. As a result, almost all stores were closed.

As regulations were put in place, brick and mortar stores started to re-open. This did help deal with the effects of the pandemic. While sales are surely lower, most local stores can survive when proper management is in place

Service Providers

When it comes to service providers, the ones that were really affected were those that had to interact with people. Businesses offering outdoor-related services, like Summit Systems, which offers roofing and gutter servicing, were not that affected because of the lack of direct interaction with clients when the job is done.

Emergency services were still active so businesses that had such options available managed to stay afloat. For instance, plumbers did get jobs from time to time because plumbing emergencies cannot be controlled by us and they happen from time to time.

Online Businesses

Online businesses were also impacted by the pandemic. In fact, this was possible at many different levels, ranging from supply chains that were stopped so the sites could not deliver products to customers not wanting to make purchases because they were trying to save money.

Fortunately though, most of the online businesses, including those that are eCommerce based, quickly reacted and made the necessary modifications to service customers. As a result, most of them in some industries, like fashion, actually increased their sales. Even hypermarkets started to focus on delivery during pandemic months.

Healthcare

Last but not least, we have to highlight that the coronavirus pandemic did affect the healthcare sector. Many hospitals from around the world were overwhelmed by the number of patients they had to service and people decided not to go for regular yearly or monthly treatments, like going to a dentist for cleanings.

Some medications were more sold than others and stocks went out fast for some of them. What happened with toilet paper and we all know about it also happened with some drugs.

On the whole, we can say that different businesses were more affected by others but all industries are adapting. It is expected that a new wave will hit during winter but by that time, most companies will have practices in place to deal with it.


Related Articles

Finding a CX BPO Partner in Challenging Times

By: Matthew Vulpis    11/23/2020

While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessa…

Read More

Contact Center Cybersecurity 2021: Access Management More Important Than Ever

By: Juhi Fadia    11/17/2020

Data security and privacy have long been essential to the success of contact centers, and safeguarding information ensures sustainability. Customers o…

Read More

How Call Centers Can Thrive by Successfully Managing the Unexpected

By: Special Guest    11/3/2020

Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have been forced to manage th…

Read More

Omni-channel Banking for the Digital Customer

By: Tracey E. Schelmetic    10/29/2020

On Thursday, November 5th, from 12:00 pm to 1:00 pm EST, Panamax will sponsor a webinar event entitled, "Transforming Omni-channel Banking - Digitizat…

Read More

New Era WEM Solutions Must Solve Modern Contact Center Challenges

By: Special Guest    10/27/2020

Contact centers must embrace a new era of customer and agent needs with a workforce engagement management (WEM) software suite designed for the modern…

Read More