What if companies empowered customers and service teams to partner in crisis management?
For example, by visualizing service team progress on a map and integrating customer participation in triaging priorities.
- Flatten the customer service structure. Place customer service personnel with the service people during a crisis or train the service people to communicate directly with customers during a crisis.
- Develop an interactive map to update service restoration progress, "triage" based on customer input, and communicate where service personnel are going next.
- Integrate existing technologies:
In general, customers can be very understanding if they witness action being taken on their behalf and are empowered to contribute info to a triaging system.