CATEGORY: Customer Success
COVID-19: Service Update
We are closely monitoring the COVID-19 outbreak and following the advice of the UK Government.
We have taken additional steps to ensure continuity of service in the event of business disruption caused by Coronavirus. We do not envisage any disruption to the e-shot console, deliverability monitoring or feedback loop management. Our infrastructure remains reliable and secure.
The e-shot customer success team is working remotely to ensure business continuity, delivering dedicated support to our customers, and keeping all employees safe and healthy. Indeed we are delighted to share that we have actually improved our response times.
Your data security remains one of our top priorities, so we would recommend that your review current users of your account and ensure that anyone who may need access to e-shot whilst in isolation knows the credentials needed to access their account. We will not be able to divulge credentials or assist with login difficulties unless we can verify the authenticity of such requests.
Using e-shot for Coronavirus communication
We understand that many customers are already using e-shot to inform their own clients and staff about Coronavirus via emails and SMS sent from the platform. As per normal, we will prioritise support to any customer that has an urgent requirement to send a campaign. Please remember that you should still provide contacts with the facility to opt out of communications even if the subject matter is not promotional and e-shot will automatically append this to any message where the unsubscribe link has been removed. For customers using Preference Centre functionality, it may be possible to add a special category to cover vital communications and you should contact us for assistance with this.
We would also encourage you not to use e-shot to promote products or services in a way that may be perceived as exploiting the situation caused by the virus.
Most of our training is delivered remotely via webinar. We have taken the decision to postpone our live workshops planned for May and June and will communicate about webinar versions to replace these in due course. We are also offering a new webinar "Communication through a crisis" - watch the recording now.
N.B. If you are a public sector organisation (e.g; schools, councils, NHS trusts, government departments) that need to communicate important information or guidance in relation to the COVID-19 situation, then we would like to help.
Last updated: 5th May 2020
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