Heymarket Operations And Customer Service During COVID-19

The rapid spread of COVID-19 has quickly changed the business environment. Businesses are adjusting their operations, their processes, and their communications in order to adapt. So is the Heymarket team. 

During this time of uncertainty, we know how important it is to come together as a community to help one another. We also know how important it is that we offer the most stable services that we possibly can. 

Read on to learn how we’re operating in the current COVID-19 environment—and how we’re helping our customers cope, too.  

Keeping Our Team Safe

When the COVID-19 outbreak expanded to the U.S., we immediately focused on the health and safety of our employees. 

The Heymarket team has been working from home since early March. We will continue working from home until the officials of the San Francisco Bay Area, where we are headquartered, let us know that it’s safe to return to the office. 

Ensuring Business Continuity 

After securing the safety of our employees, we quickly focused on business continuity. Even though our team is working from home, we expect to provide the same, high level of service to customers that we do in normal times. 

Luckily, both our customer-facing and internal tools feature infrastructure that is hosted in the cloud. Additionally, we started working to meet SOC-2 compliance in early 2020. The security and business continuity procedures that protect your data and keep Heymarket operating were already in place, since we had already met SOC-2’s high standards. 

In other words, our team is still able to:

  • Manage and improve the business text messaging platform you rely on
  • Ensure enterprise-grade availability and security of your data
  • Quickly reply and resolve customer queries
  • Create informative content that is relevant to the new business environment we’re working in

As our communities adapt to COVID-19, we’ll continue to monitor the business environment and make necessary changes to ensure business continuity.

Managing Increasing Usage 

As communities implement social distancing measures, we have learned that business text messaging has become an important way for businesses to safely communicate with customers and employees. 

Consequently, we have seen an increase in usage from existing customers. We have also had new customers join our ranks. 

Because our team can seamlessly work from home, we have been able to maintain the same level of service uptime and customer service reply rates. Our engineering staff is diligently monitoring infrastructure to scale our platform further.

Offering Resources For Changing Times

We’re already seen our customers use business text messaging in ingenious ways during the COVID-19 outbreak. In our blog, we’re sharing the best strategies we’ve seen for industries from retail to healthcare. 

Companies are using business text messaging to:

  • Keep their customers up-to-date on their current operational statuses
  • Answer customer questions
  • Resolve queries
  • Use auto-replies to let customers know about new business hours or procedures
  • Facilitate safe, contactless deliveries and pick-ups
  • Manage flexible employee and contractor schedules
  • Remind internal teams about new sanitation processes

If your team wants to learn how to use business text messaging during the current situation, head to our blog. We’ll continue to update it as we learn the latest strategies.  

Helping Businesses In Need

Finally, we’re committed to helping our customers in need. 

Some of our customers in specific industries are particularly impacted by Covid-19. They have had to close and have no way to continue operations online. In these cases, we are assisting them over the new few months. 

We are offering calls with our customer success team, so we can work together to figure out how business text messaging can help your company through this period.

If you would like to see how we can help you, please contact our team

Overview: Heymarket During COVID-19

As we learn how to navigate this time of change together, please feel free to contact us. We’re available to see how we can help your team with your membership, offer new best practices for utilizing business texting during this unique time, or just give you a warm hello. 

We look forward to meeting again in person in the future.

 

Need help using business text messaging during COVID-19? Check out our guide

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