CHALLENGES AND OPPORTUNITIES IN THE PERIOD OF COVID-19

For the Customer Support, the major challenges of 2020 were the following:

• The urgent shift from full-fledged office work into a full remote mode in conditions of the lockdown (COVID-19), technically complex systems  and  lack  of  time  for  the  planning and implementation.
• During the full lockdown period the Customer Support and E-Commerce became the only available customer interaction touch points until the reopening of the Service Centers

For the Customer Support, the major opportunities of 2020 were the following:

• Gaining  both  the  technically  complex and   operationally   diversified    expertise both for the urgent shift to the full remote mode (implementation in 1 month) and in standard operations.
• Gaining experience for handling unusual loads.
• More popularization and demand for digital and self-care solutions and digit support channels on the customers’ end.
• Implementation of technically complex Projects and Initiatives in new global and domestic conditions.