Uncertainty Abounds: Control What You Can with Great CX

Service excellence reassures customers and sustains business in unpredictable times like these. Apply lessons learned from the pandemic and other tough times to persevere now.

Customers need to know you care. Together, we can show them.

Quality Customer Service Sustains in Uncertain Times

The pandemic caused consumer confidence to crater and customer service to evaporate. Though different, today’s current economic uncertainty echoes a foreboding déjà-vu feeling of unsettling events.

This time, though, epic financial chaos replaces a once-in-a-lifetime health crisis. Both are killers in their own right.

Economic unease now is casting a pall on consumer spending and business investment. Polls point out that confidence is slipping to pandemic levels on Main Street and Wall Street. Customers are cautious about purchases. Companies are holding off on capital expenditure.

Amid all of this doubt, consumers can still find reassurance they need and companies can still conduct and sustain business. And that’s through great customer service.

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In dire times, it can smooth the rough edges and instill a sense of resolve, providing proper care and preserving brands.

Now more than ever, customers need reaffirming experiences to stay loyal. And most important, it’s something within the power of all companies to deliver and control.

The Cost of Poor CX: Why Businesses Must Rethink Customer Journeys To Survive 2025

Forbes warns that rising prices and poor CX could erode brand loyalty at a faster rate than ever before. Companies that fail to deliver consistent, empathetic service risk losing customers in an environment already defined by uncertainty.

“Corporate America’s focus on extreme efficiency… and the tendency to throw technology at consumers in lieu of human interactions are contributing to the CX problem.” Read more on Forbes

Now more than ever, businesses that anchor operations in service excellence can preserve trust and loyalty—even as market confidence falters.

Forrester’s B2C Marketing & CX Predictions 2025

Forrester predicts that price sensitivity will drive a 25% decline in brand loyalty by 2025. As customers shop for value in uncertain times, only companies that deliver meaningful, human-centered experiences will retain their trust.

“Rising prices will prompt brand loyalty to decline by 25% in 2025. This comes as customer experience in the U.S. declined for the third year in a row.” Read more on Forrester

In other words, CX is no longer a nice-to-have—it’s the only lever leaders can fully control to steady customer confidence when everything else feels unpredictable.

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Take heed—but have faith, too. Service excellence can be a center of gravity when the world becomes unmoored, finding ground for consumers and businesses alike to persevere. Anchor your operations with great customer experiences. Now and always.

Applying Lessons Learned in Troubled Times and Tough Spots

The pandemic tested companies’ mettle to navigate the crisis, survive—and even thrive. They reinvented in place. Optimized their operations. Got lean and lithe to accommodate unprecedented change.

The lessons learned in a crisis carry over to today—as do the customer-experience (CX) solutions Working Solutions provided clients and their customers.

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When business is threatened, we step in. Proven CX processes ensure steadfast customer service in troubled times and tough spots. They are portable solutions across industries for the uncertainty that companies and consumers face now.

Quality customer experiences, efficient and empathetic, should be the one constant in an ever-changing world. Here are a few instances where superb service met the challenge.

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Proven Solutions

Hy-Vee

Scaled from 85 to 365 agents

to support urgent vaccine scheduling and a 10-month rewards card upgrade—serving 45,000+ customers with 94% service-level performance.


Read the Case Study

Hy-Vee

Examity

Deployed 250 proctors

 

in record time to manage online exam support and deliver secure testing during a global crisis—ensuring continuity at scale.


Read the Case Study

Examity

Southwest Airlines

Resolved 250,000+ customer support tickets

with 900+ agents, reaching 95%+ accuracy and restoring CX amid record-breaking service backlogs.
 

Read the Case Study

Southwest Airlines

Discover the Difference

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.