Trends and predictions around post-pandemic customer engagement

Research conducted and released over the past several weeks has revealed key insights about how customer preferences are changing in the time of COVID-19 and how businesses are responding. Let’s look at some of the latest stats and predictions – and what they mean for service organizations.

56% of consumers plan to increase their usage of self-service apps.


The pandemic has driven consumers to embrace more digital ways of working and living – from video conferencing to grocery delivery. These adjustments are likely to become habits as we move toward a “new normal.” To remain relevant with post-pandemic consumers, organizations should consider which of their customer support tasks can be automated for quick time-to-value. These types of applications often include Frequently Asked Questions, Intelligent Callbacks and Order/ Account Look-ups. Watch this video for an example of how virtual agents can be deployed to answer FAQs (this application can be launched within 48 hours).

58% of Americans who have used contact-less payments are more likely to use it now than before the coronavirus

According to Amex’s 2020 American Express Digital Payments survey, Americans are increasingly using contact-less payments, along with delivery and pickup options, as a result of the pandemic. Organizations can get ahead of this trend by adopting or enhancing self-service applications for payment processing and store pickups.

More than half of smart device owners are using voice commands at least once a day.

The number of people using their smart speakers and voice assistants at least once a day increased between the early months of 2020 and the start of April, according to the Smart Audio Report by NPR and Edison Research. Additionally, more of the people who own these devices are using them several times a day.

Research from the Canadian Independent Telecommunications Association (CITA) also suggests that use of the voice channel is up as a result of the pandemic.

Customer service organizations will want to evaluate their voice channels to ensure they operate efficiently and focus on providing engaging and convenient options for voice-based self-service. Creating more conversational self-service experiences that incorporate natural language technology will also be important.

SMS business messaging traffic will reach 3.5 trillion messages in 2020, according to the Mobile Messaging: Operator Strategies & Vendor Opportunities 2020-2024 study by Juniper Research.

To quote from a press release announcing the research, ” the ubiquitous nature of SMS amongst citizens and its low cost per message will continue to generate demand in these uncertain times.”

Additional findings include:

  • Business messaging traffic attributable to healthcare services will grow 10% this year, as healthcare providers leverage the low cost and wide reach of SMS for notifications amid the COVID-19 crisis

  • Banking and online retail sectors are anticipated to account for over 25% of all business messaging traffic in 2020.

EVA from Fourteen IP can integrate SMS, WhatsApp and Facebook messenger to allow your hotel guests to communicate with the property and the property to communicate with guests, pre and post stay as well as during the stay.

For more Insights on how customer engagement is changing and in how EVA can help your hotel reduce operational costs and improve service contact us for more information at