The outage caused by CrowdStrike's security update has had an impact worldwide customer service departments.

Airlines such as Southwest and United Airlines experienced delayed and canceled flights, overwhelming customer service departments. Banks such as JPMorgan Chase and Bank of America experienced online banking outages, causing a spike in customer service calls. Broadcasters such as CNN and BBC also had to deal with disruptions in their services. Live broadcasts and streaming services were disrupted, leaving customer service departments dealing with a flood of complaints and support requests. In addition, online retailers such as Amazon and Walmart faced issues on their e-commerce platforms. Both order processing and customer service chat systems were disrupted.

Also in the Netherlands customer service teams became overloaded.

The global technical outage caused by CrowdStrike's update has also affected third-party service providers, which monitor content for Facebook owner Meta's platforms. Reuters reports this. According to a source, this would mainly concern Teleperformance and Concentrix. According to Meta, the impact on the content moderation itself was “minimal”. According to Meta, the outage temporarily affected several tools, including SRT and HumanOps, which some vendors use to moderate messages on Facebook, Instagram, WhatsApp and Threads. Some of that human review is performed by Meta staff, but most of it is outsourced to vendors including Teleperformance and Concentrix. (Reuters)

Customer Experience