| Hey y'all, it's Austin. The streets of major U.S. cities are gripped by protests, demonstrations have restarted in Hong Kong, and the coronavirus continues to claim thousands of lives. In that light, your bad batch of strawberries from Instacart doesn't matter. Of course, Instacart Inc. isn't going to tell you that. Customer service is one of the many aspects of business that's facing new challenges in the current environment and forcing companies to adapt. "Pandemic-critical" sectors, such as grocery delivery, are experiencing triple-digit percentage spikes in customer support tickets, according to software provider Zendesk Inc. The effects of the virus are remaking supply chains, corporate workflows and security systems. All those changes, along with the increase in volume of online orders, is putting an unprecedented strain on customer-support workers. "Call centers have never been more important—or more strapped," Vox wrote last month in an article headlined "One nation, on hold." One company that has benefited from this dynamic is Twilio Inc., which makes communications tools used by customer support teams. The company's share price has roughly doubled during the Covid-19 crisis due to a surge in demand for its products, whose customers include Comcast Corp., Lyft Inc. and Instacart. Companies now depend on online services, like WhatsApp and Zoom, to resolve consumer complaints as many stores sit vacant. "In this age, you're doing video calls with your customers in each other's homes," George Hu, Twilio's chief operating officer, said on the company's recent earnings call. "There's some really interesting opportunities being opened up to build deeper connection with customers." Companies that invested in chatbots and other automated systems to lessen their reliance on human workers are finding these tools are ill-equipped to handle all the new problems arising from the current moment. Few stock responses are relevant. (Just ask any small-business owner stuck on the phone for hours attempting to inquire about federal loan programs.) Perhaps that's why Nvidia Corp. has lately been promoting its new Misty conversational A.I. system, a bot that promises more emotional, human-like interaction, and why startups including Directly and Orbita have raised millions of dollars in venture capital in recent weeks. How companies respond to these circumstances could generate goodwill—or animosity—among customers that outlasts the pandemic. I've found myself on nonstop customer-support calls during this time. It has affected my perception of some brands in profound ways. My fiancée and I had to postpone our wedding, and Expedia Inc.'s Hotels.com was helpful in streamlining cancellations and refunds through a responsive phone service. Dell Technologies Inc., on the other hand, has consistently failed or been slow to resolve inquiries by phone, chat and Twitter about possible vulnerabilities in its products or even straightforward questions about price-matching policies. "We are facing high inbound volumes at the moment and are assisting multiple customers at the same time. Hence, there has been a delay in response, and I do apologize for the inconvenience caused to you," a Dell support worker said, in a now-familiar refrain. —Austin Carr | 
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