This Throwback Thursday post seems like it happened ages ago but is still relevant in our lives.

Brian, our COO, once called Zoom’s customer service to take advantage of one of their new features. 

He was immediately requested to “please wait” since his position in the queue was a whopping 571!

Understandably everyone seemed to want to talk to Zoom then and get set up online.

Brian was forced to give up on his mission, torpedo his U-571, surrender the advantage, and return to his operations. 

In times of distress, people will have questions – lots of them. 

How you respond to their questions, even if you haven’t answered them yet, will reveal whether your brand cares or not. 

Here are three ways you can avoid a possible world war with your people during this COVID-19 craziness: 

1. Don’t start your automated response by saying, “We value your call…” if people will end up waiting for hours.
2. Set up a call-back system so that people won’t have to wait in line and can be called back when it’s their turn.
3. Be proactive via your website, email, and social media to answer questions in advance to minimize such calls.