CORONAVIRUS

How to maintain Customer Service continuity

Covid-19 (or Coronavirus) is affecting multiple industries and customer service has been no exception. What impact is the virus having and what strategies can companies execute to rise to the occasion?

Factors that challenge service continuity

Covid-19 continues to expand around the world, impacting the daily lives of people and businesses. The main preventive action of restricting movement of people, is forcing consumers and companies to rethink and change the way they interact.

Contact centers closing temporarily.

Most companies are unprepared to bring phone operation to a cloud model.

Customer service technology and companies are not ready for remote work.

People stop frequenting physical stores.

Online services skyrocket:

E-commerce and Logistics (Increase in online purchases)

Banks and fintech (Credit card usage)

Telecommunications and Cable (Support for critical services such as internet or entertainment)

Airlines and Tourism in general (Changes on bookings and travel related services)

Education (Online courses and inquiries about open establishments)

Health (Queries on how to proceed)

Government and public entities (Doubts on what to do and how to proceed)

Preventive suggestions and short-term initiatives

Taking actions as soon as possible is very important for service continuity. Some suggestions:

Be clear on how you communicate deficiencies or changes in service.

Bring everyone to a WFH (Work From Home) model as soon as possible.

  • Use technology that allows you to verify an employee's identity with two-factor authentication.

Try to transfer phone contacts to digital channels (Chat, Whatsapp or Facebook Messenger)

  • It is highly probable that some people among your customer care staff won’t have an appropriate setting or the necessary internet connection for voice-based support.
  • You can divert queries from the IVR to WhatsApp with a WhatsApp Template Message or from SMS to a webmobile chat.

Automating as many contacts as possible can make it easier to deal with overflows or mitigate staff shortages.

Aivo temporary program for current and new clients

At Aivo, we want to support the situation that both clients and partners are experiencing due to current demand.

For this reason, we launched a program that includes our live chat solution (Live) and Knowledge Base (Help), at no cost to current or new clients with operations greater than 5,000 conversations per month. Effective until June 1, 2020.

We hope this can help bring operations to a remote, omni-channel, and scalable environment fast.

Program for ONG

We’re offering our chatbot and live chat solutions for free to Non-profit organizations that need our help during this time.

You can fill out this form or send us an email at [email protected]. Our team is ready to help you release your own bot on Webchat, Mobile app, WhatsApp and Facebook Messenger.

Aivo temporary program for current and new clients

At Aivo, we want to support the situation that both clients and partners are experiencing due to current demand.

For this reason, we launched a program that includes our live chat solution (Live) and Knowledge Base (Help), at no cost to current or new clients with operations greater than 5,000 conversations per month. Effective until June 1, 2020.

We hope this can help bring operations to a remote, omni-channel, and scalable environment fast.

Non-profit program

We’re offering our chatbot and live chat solutions for free to Non-profit organizations that need our help during this time.

You can fill out this form or send us an email at [email protected]. Our team is ready to help you release your own bot on Webchat, Mobile app, WhatsApp and Facebook Messenger.

*Subject to Aivo's terms and conditions

Aivo’s vision

Services, security and support are maintained

At Aivo, health and safety is a priority for us. Since Monday, March 16, all of our staff has moved to a WFH scheme full time. All of our events, group meetings and trips have been canceled until further notice. However, this will not affect the continuity of our service, security or customer support in any way. Our experts remain available to support all of our customers, partners, and community. We are here to support you through this moment of crisis.

Contact us

Contact an Aivo executive:

Let’s talk

Conditions of the temporary service program

  • Operations that have more than 5,000 conversations per month.
  • Does not include integrations.
  • Does not include AgentBot or Onboarding.
  • Help is for current clients only.
  • Training will be carried out in open webinars every week.