COVID-19 has triggered a tsunami of demand for customer service. A flood of questions about payment deferrals, paycheck protection programs, COVID-19 infection, stay-at-home directives, shipment status, and more, are overwhelming contact centers, which are struggling to keep up. For example, I called a retailer’s customer service , and was pushed to voicemail. I left a message, but never heard back. I then sent an email to them. Same result! No wonder customers are getting frustrated with many switching to competitors, something businesses can ill-afford at this time of economic uncertainty.

To be able to handle the range of queries in the pandemic era and beyond, businesses need a new kind of KM, not FAQs, basic keyword search, clueless chatbots, and document repositories.Download quick guide on what KM should look like in the era of COVID.