The 34 Easiest COVID-19 Customer Service Questions to Deflect Right Now

The 34 Easiest COVID-19 Customer Service Questions to Deflect Right Now

COVID-19 has disrupted your business and lives of every single customer. As we move into the “new normal,” many banks, retailers and insurance providers are thinking about what it means to digitally serve their customers.

One of the hardest hit functions is that of the contact center. Now more than ever, consumers are uncertain about their futures. They are contacting businesses in unprecedented volumes to help manage their lives. And that means contact centers are seeing wild spikes in inquiries all while managing a distributed workforce.

It’s a bit of a vicious cycle – customers are waiting longer than normal in line for a live agent which leads to its own set of frustrations. Alternately, customers that do try to help themselves encounter virtual agents or chat bots that are ill-prepared to respond to evolving COVID19-related questions. And then before you know it, customers are reaching back out to your contact center—only more frustrated this time because they could not help themselves.

But, there’s a better way. The following list of 34 questions by industry, presents questions that are top-of-mind for your customers. Proactively answer them and you’ll help rescue your contact center from surging volume and reduced agent capacity.

Property and Casualty Insurance

  1. How can customers make special payment arrangements on auto and property insurance premiums?
  2. What are the specific steps that will guide customers through filing an online claim?
  3. How can customers download the insurance app; how can the app help consumers?
  4. What forms of digital communication are offered and what times are best to reach out?
  5. What are your special programs and partnerships? What are the links to available resources?
  6. How can customers request waived late fees?

Healthcare Insurance

  1. Are there waived and/or reimbursed deductibles or co-payments for COVID-19 testing?
  2. Are there special programs for consumer loans and credit cards?
  3. Childcare is closed, can customers use their dependent-care funds for in-home expenses?
  4. Is the testing and treatment of COVID-19 covered for Medicare and Medicaid?
  5. I am on a high-deductible health plan (HDHP). Is testing and treatment covered without a deductible? Will that remain HSA qualified?
  6. I have an individual health insurance policy for my family. Is the testing and treatment for COVID-19 covered? Will I have any out of pocket expenses?

Travel and Employee Insurance

  1. How can customers make special payment arrangements on auto and property insurance premiums?
  2. What are the specific steps that will guide customers through filing an online claim?
  3. How can customers download the insurance app; how can the app help consumers?
  4. What forms of digital communication are offered and what times are best to reach out?
  5. What are your special programs and partnerships? What are the links to available resources?
  6. How can customers request waived late fees?

Personal Banking

  1. The ATM near me is not working. Will you waive out-of-network ATM fees?
  2. I am living off my credit card due to COVID-19. Will my credit limit be increased?
  3. I have missed a payment due to COVID-19. Will this affect my credit score?
  4. Can I get a payment deferral for my credit card?
  5. How do I apply for a mortgage forbearance plan?
  6. Is it safe to handle cash?
  7. I need to come in, but my branch is closed. What should I do?
  8. I just refinanced, should I think about refinancing again?

Retail

  1. How long will my return and refund take to process?
  2. I paid for 2-day shipping, but my order hasn’t arrived. When can I expect my order?
  3. I cannot return my purchase because of COVID-19. Can I get an extension?
  4. Is this in-store coupon redeemable online?
  5. What is are your safety measures in shipping and handling?
  6. How do I cancel my order?
  7. Is the store nearest me closed?
  8. My order shipped to your store, but since stores are closed, how can I get my order?

With the effects of COVID-19, contact centers are not only empty but overwhelmed. Read up on why this contact center crisis was accelerated by COVID-19 or get your copy of the 34 COVID-19 Questions to Address Right Now to start proactively helping customers.