The coronavirus pandemic and the associated economic slowdown have enforced the need to rethink customer service strategy. 63% of consumers & 76% of B2B buyers expect businesses to know their unique needs and expectations. 90% of customers say how a company acts during a crisis demonstrates its trustworthiness. There’s much pressure to ensure customer satisfaction isn’t hindered; on the contrary, it is elevated to meet the rising demands of people. Although brands race to digitise operations, text-based communication still remains a second preference as compared to voice, which is on the top of the list even in 2021.