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How We Are Supporting Our Customers During the COVID-19 Crisis

Blair Symes Senior Director of Content Marketing, DialogTech

At DialogTech, keeping you connected with your customers is our top priority. We understand the concern and uncertainty you may be experiencing surrounding the coronavirus (COVID-19) — we want you to know we feel it, too. 

It’s too early to know what the full impact of COVID-19 will be. But we know that many of our customers will see an increase in phone calls from their consumers and patients. People want to talk to other people during a crisis, and when they can’t do it in person, they do it by calling. Many healthcare providers will naturally see an increase in calls, but so will businesses where consumers are reluctant to engage physically in person. 

We also know that many businesses where employees can work remotely will opt to keep their people at home. Those customers will need to have calls that used to go to their stores, offices, and other locations routed to their employees’ phones instead. 

And we know that it’s natural for our customers to want answers on how COVID-19 is impacting their business or healthcare practice. We’ve had customers reach out to discuss what analytics we can provide on their calls and conversation to help them better understand how this crisis is changing behavior and what concerns, trends, and questions callers are voicing.

Below are answers to the most common customer questions we’ve been answering since this crisis began. If you have specific questions, please give us a call at (888) 988-4201 and we will be happy to assist you. With any luck, this difficult time won’t last long and the impact on your business and staff will be both minimal and temporary. But if not, we will be here to help you weather the storm and stay connected to your customers. 

Can You Help Me Understand How the Virus Is Impacting My Customers?

DialogTech provides in-depth analytics from phone calls and conversations you can use to understand how the coronavirus is impacting your consumers or patients. Location-specific trend reports on call volumes show you if more people are calling than before and from where. AI-driven reports and transcriptions of phone conversations can help analyze why those people are calling, the questions they are asking, what their concerns are, trends, and more. 

Sample DialogTech report on calls where callers discussed the coronavirus

For example, you can use DialogTech to run searches through 100% of your calls for a comprehensive understanding of how references to the coronavirus are impacting your business. Drill into each conversation to listen to the recordings or read the transcripts for insights and answers on the virus’ impact directly from the voice of your customers. Identify what landing pages visitors are coming to before they make calls about the coronavirus. Use those insights to inform your content marketing and website messaging so they speak to what your customers or patients really care about.

Can the DialogTech Platform Handle a Large Increase in Calls?

If you get a spike in inbound calls, don’t worry. Our platform was built to accommodate the needs of enterprises receiving millions of calls a month. We can route and manage huge volumes of inbound calls reliably and securely, while capturing all the first-party data on who the caller is, what drove the call, and what was said. Our HIPAA-compliant and PCI DSS-compliant platform will accurately transcribe the conversations and analyze them at scale with AI, regardless of how big the increase in call volume.

We also have a number of intelligent call routing options if you decide you wish to set up a dedicated pool of agents or staff to handle different types of calls. You can have callers automatically routed and prioritized based on the caller’s location, webpage or campaign they called from, day/time of the call, and much more. 

What if My Employees Need to Work from Home?

DialogTech makes it easy to forward calls to your business to employees working from home. You can have calls routed to an employee or group of employees’ phones simultaneously or in a hunt group until someone answers. If you have ads running already with phone numbers, don’t worry — you don’t need to change them. Instead, you can just change the routing on the backend in DialogTech to have those numbers direct calls to your remote staff. 

Will Your Staff Be Available to Help Me Throughout the Crisis? 

DialogTech’s experts and world-class customer support staff are always available to answer your questions and provide assistance. We are fully configured to work remotely if necessary, so you won’t experience any disruption in support even if the outbreak escalates. 

We know there is a lot of uncertainty right now and this can be a frightening time for everyone.  But we will get through it together. Please reach out to DialogTech for any assistance or to discuss any additional platform functionality or analytics from calls you wish to turn on or configure. You can contact us at (888) 988-4201. We are here to help.