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Virtually every industry is suffering – directly or indirectly – over the worldwide shut-down caused by the novel Coronavirus. And of course, the airline industry is perhaps one of the hardest hit: In April 2020, global passenger capacity was down by a crippling 91%; the International Civil Aviation Organization (ICAO) of the U.N. predicts 1.2 billion fewer travelers by September 2020 as compared to a typical year, with a revenue loss of $160-$253 billion for the first nine months of 2020. This complete decimation would have been hard to imagine a few months ago.

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The Problem

“Can you read minds?” Ask most call center professionals and the answer is, “Sort of.” Call center employees are asked the same questions day-after-day, and call-after-call. So much so, that you wonder, “Well, why can’t a well-designed website FAQ solve the problem?”

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Today, over 6% of all mortgages are in forbearance. That’s up from only 0.25% at the beginning of March.12 An astronomical increase such as this has the potential to lead to astronomical problems, such as potentially devastating consequences for borrowers who don’t fully understand their forbearance repayment options.

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Every day at 7 pm, NYC claps.
Every day at 7 pm, the city that never sleeps drops everything to recognize and thank our healthcare workers for the selfless love and compassion they show their patients. They’re doing their jobs, but really - they’re doing so much more than that.

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Much has been written about the need to communicate early and often during a time of crisis. It’s a sensible suggestion, after all. The main driver of fear and anxiety is lack of knowledge, and therefore maintaining an open line of communication with customers is a guaranteed way to provide the answers they require and to appease their concerns.

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Amazon, Facebook, Instagram...YouTube.

Can you remember a world without them? It feels like they’ve been around forever.

A quick glance back at 2010 will reveal that, despite being internet staples, many (if not) most of the web’s hegemons had yet to assume the dominant roles they enjoy today.