How is COVID-19 transforming the customer service industry

Since the world started going into lockdown early 2020, many businesses noticed sharp declines in their revenues, due to either no, or decreased number of walk-in customers. At the beginning, in February and March, it was not possible to make accurate predictions of how long the situation will last for, many businesses hoped that things will get back to normal soon, while others started changing their business processes to adapt with the changing lifestyle of their customers.

As the months past, it became clear that the situation is unlikely to end anytime soon, and is leading to a long-term, possibly permanent change in people's habits, people are opting for online shopping whenever possible, using contact-less payment method in physical stores. In the retails industry, the solution was simple, investing in e-commerce, however, for banks, insurance companies, governments and other sectors where customer service cannot be completed online, it was harder to adapt to the new normal, due to some of their services requiring physical presence, signatures and KYC (know your customer) verification process. While at the same time being urged to allow their employees to work from home for their own safety. enables businesses to setup virtual branches, that mimic the traditional physical branches, enabling the customers to sign during the video call, fill forms, and exchange documents with the agent. Enabling businesses to continue serving their customers the same way they used to, without changing their business process.

The transformation taking place into those sectors is likely to last even after the pandemic is over, as businesses are finding the new methods much more cost effective, employees appear to prefer the flexibility of working from home, while customers get a much better experience when they cant get all their work done from anywhere, by visiting a virtual branch rather than having to make a physical trip to a branch location.

To compare, here is a before and after comparison of how the customers' journeys look like before and after.

Customer journey, before creating a virtual branch using
start → 20 minute trip to a branch location → 10 minutes waiting in queue → 10 minutes being served → 20 minutes back from the branch location → end

The customer in the example above wasted:

  • 40 minutes commuting
  • 10 minutes in queue

After the business launched its virtual branch, the new journey became:

Customer journey, after creating a virtual branch using
start → 2 minutes Googling the business, clicking on the virtual branch → 10 minutes in queue → end

We notice a 40 minutes time-saving for the customer, and during the 10 minutes spent in queue, the customer could have switched to another tab or app and continued any other work.

Beside the time-saving, virtual branches are better for the environment, since customers will not be required to commute to the branch, thus, reducing the pollution generated by the different commuting methods.

The time savings, and flexibility virtual branches offer to the customers, is likely to result in it becoming the new normal, due to the benefits it brings to both the businesses and customers, having a virtual branch is providing companies with an  advantage over their competitors, and is likely to have a very positive impact on the customer satisfaction rate and overall customer experience, thus, even after the pandemic is over, both parties, businesses and customers are expected to prefer virtual branches over physical ones. The availability of virtual branches may as well have an impact on the customers decision making.

At, we have been working with government agencies, banks, and businesses in other sectors to help them launch their virtual branches, we launched our SaaS platform, enabling businesses to setup their virtual branch in record time, with very minimal effort and in a cost efficient way, to learn more visit our website

Introducing in-call e-signatures

We are pleased to launch e-signatures, one of the most requested features, agents can now request signatures from the customers in the call.

Agents will now see a new button called "request signature" while in the call, inside the chat box, when clicking on the button a popup will appear to the customer asking them to sign, customers will be able to sign using the mouse when on PC, or using their finger to draw the signature on the screen from their mobile devices, the signature will then be send in the chat and attached to the call.

This functionality may be used to get users consents, request confirmation or verify the customer's identity, which is necessary to get some transactions done, especially in the financial industry. Banks may use this feature as part of their KYC (Know Your Customer) procedures, while other sectors such as hospitals can use it to get consents.

It is available in all the packages, if you haven't tried yet, you may signup for the free trial and have access to all the features, including the signatures.

Visit our homepage for more information about this feature, and the rest of the features.

“” enables businesses to launch a virtual branch & a video call center in five minutes.

Setup your virtual branch in 5 minutes

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Delaware, US: Basma, a tech-startup announces offering its cloud-based video customer service  platform for FREE for 14 days for all organizations.

Basma was created to simplify and speed up the implementation of remote working and social distancing policies, urged by governments across the world and recommended by medical experts. The platform enables organizations to launch a fully virtual branch in less than 5 minutes and start serving customers via video calls rather than requiring the customers to physically visit a branch to interact with a staff member, all through a simple and instantly accessible web-based interface without the need to download or install an app.

Basma platform consists of two components, a video call centre that acts as a virtual branch, and a smart virtual assistant (Chatbot) that is compatible with Whatsapp, those services enable service providers to transform digitally in no-time with very minimal costs, facilitating the latest cloud technologies.

Basma team was honoured to provide their service to the Ministry of Health in Bahrain as one of the early adopters, which is currently being used by the ministry for tele-consultations in the primary care health centres.

Interested organizations may launch their virtual branch and video call center in under 5 minutes by following the signup process at the website:

Featured on:
Startup Bahrain, StartUp MGZN, Gulf Daily News, Alayam News, Akhbar Alkhaleej News, Alwatan News, Biz Bahrain

😁 Basma goes FREE for all hospitals fighting COVID19! 🏥

Are you a hospital and fighting COVID19? 🏥
As an act of appreciation, is available for a free 2 months period to any hospital worldwide that is helping in the fight against COVID19. 💉
We at are determined to help and support hospitals all over the world to take all the precautionary measures that will help prevent the spread of COVID19 🙏.

Using, hospitals can connect with their patients easily through video calls without the need of any physical interaction 📹. Thus, TeleConsultations can be done at ease where applicable! 👨‍⚕️👩‍⚕️
The platform is provided as a SaaS (Software as a Service); meaning that you can simply sign-up and start using the platform right away! In other words, you can launch your virtual call center in less than 5 minutes 🚀! Awesome, right 🤩?

As of today, we are proudly serving the Ministry of Health in Bahrain 🇧🇭 to conduct TeleConsultations. The ministry uses platform to consult primary care patients virtually at ease! 🌟

Wanna continue serving your patients while also taking the precautionary measures? 🤔
Feel free to visit and try us out! 😁
If you need any help, you can reach us at 📩