Of all potential disasters that provide the grist for late-night Netflix series, no one predicted a microscopic pathogen would stop the world in its tracks. Forty-four states reached out to our client, one of the largest consulting and financial advisory and auditing firms in the world, to help manage unemployment claim processing. In turn, our client reached out to Harte Hanks to support their customer care services, which under the circumstances appeared more like a disaster recovery undertaking.
With panic engulfing every community, the citizen fear factor exploded. People were calling in unprecedented numbers. Payments in many states were not forthcoming, misinformation abounded, the claim process was convoluted, and people were getting mixed messages. They were angry, scared, and in many cases, panicked.
Based on our history of being able to scale up and deliver quality support in record time, our client engaged Harte Hanks to take on multichannel customer support functions for multiple states. We needed to educate, facilitate, placate and advocate. On behalf of our client, we became the voice of the state.