With the unfolding pandemic upending business-as-usual across the globe, and with enterprises of all sizes – and across all industries – having to shift to a new world of ‘work from home’ (WFH), Vymo Product had to realign our efforts to focus 100% on whatever we could do to help our enterprise customers tide this storm.

We spoke to our customers – in insurance, banking, financial services, and beyond – to understand how they are dealing with the new WFH world, what are the key challenges they are facing, and in what ways they are re-prioritizing their business roadmap. Amidst all the thoughts and feedback that came in from our customers, 2 themes consistently stood out. Firstly, that retaining the strength and frequency of critical customer engagements was the biggest challenge – and priority – for enterprises in the WFH world. Secondly, that Vymo’s product already offered core capabilities to help engage with customers across distributed teams; could we leverage these features to provide a tailored product offering for enterprises working from home?

Vymo is uniquely placed to help our customers during these difficult times, because the Vymo product was conceived, designed and optimized to drive optimal customer engagement and sales productivity for distributed teams. All our core product roadmap choices have been made with the objective of becoming a powerful sales assistant for on-the-go reps working away from their desks. We thus had the core building blocks in place to offer a powerful WFH solution to enterprises.

In addition to these core out-of-the-box features, we built a set of new product capabilities to drive engagement, visibility, communication, and productivity for distributed teams.

Users can now initiate a voice call with their leads, customers, and partners with just one click from their Vymo mobile app or web console. The calls will be made on masked numbers and bridged via a cloud telephony routing engine. This will help users stay on top of all their critical customer interactions from home. For every call made via Vymo’s cloud telephony service, users can view basic call metrics and get access to the call recordings. Enterprises have 2 options with Vymo’s click-to-call capability:

Option 1 (out-of-the-box): Vymo Hosted Telephony

Use Vymo’s out-of-the-box cloud telephony integration to route all calls. Call metrics and call recording will be available. In this scenario, Vymo will have access to the phone numbers of entities (customers, leads, etc.) that you would like to call.

Option 2 (custom request): Customer Hosted Telephony

If required, Vymo will also be able to connect to customers’ internal cloud telephony service via API to route calls. This might be required in cases where clients have restrictions around data residency outside of their premises.

With limited to no face-to-face meetings possible with customers, partners, and leads, engaging via alternate modes of communication such as video calls are priority for all our customers. To help with this, we now provide launchers for Zoom and WhatsApp calls from the Vymo mobile app. These can be tied to activities on your users’ Vymo calendars, for easy click-to-launch during scheduled meetings.

These surveys can be of two types:

CSAT Surveys sent to customers after completing an engagement activity, to collect feedback in-context and send aggregated CSAT scores and sentiment up to managers and management for review.

Team Barometer Surveys using Vymo’s feedback forms, to get a regular sense of what’s working, what’s not, and what can be done to improve productivity of distributed teams. Aggregated results are then shared for managers and management.

Offering a curated WFH Command Center dashboard for managers and management to get real-time visibility into key metrics that matter from across distributed teams – key customer engagement metrics across channels, customer sentiment and team barometer reports, user adoption reports, etc.

Users from across distributed teams can now check in to work from their Vymo apps. Managers can track which of their team-mates are checked in at any time. Checks are done to ensure users cannot check-in multiple times a day, etc.