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Gavi COVAX AMC Summit

“One World Protected”

Delivered by WTV Global.

The Gavi COVAX AMC Summit “One World Protected” virtual event, hosted by the Government of Japan and Gavi.

WHAT IS COVAX?

COVAX is the vaccines pillar of the Access to COVID-19 Tools (ACT) Accelerator

The ACT Accelerator is a ground-breaking global collaboration to accelerate the development, production, and equitable access to COVID-19 tests, treatments, and vaccines.

COVAX is co-led by the Coalition for Epidemic Preparedness Innovations (CEPI), Gavi and the World Health Organization (WHO), alongside key delivery partner UNICEF. Its aim is to accelerate the development and manufacture of COVID-19 vaccines, and to guarantee fair and equitable access for every country in the world.

Gavi live 59

Event significance

This was quite an astonishing event where world leaders were gathered for the greater cause of humanity for bringing an end to the COVID-19 pandemic. This event raised US$ 2.4 billion from nearly 40 donor governments, the private sector and foundations, exceeding the funding target and bringing the total pledged to the COVAX AMC to US$ 9.6 billion to date. Personality like Bill Gates was present and his foundation also donated in this evet.

 This was a virtual event. In order to support these meetings, they needed a reliable live chat system where the users can take support easily and instantly. That’s where Nobotchat comes in. So, they needed support with their login & participating in the event. Nobotchat provided the support through live chat & mail. Event lasted for almost six hours which started at 8 am UK time. We started our support almost two hours earlier.

Why did they choose us? (Our speciality)

The event host was Japan, so they needed an agent skilled with Japanese. Luckily it is not a problem for us. Because we have an expert team skilled with different languages all over the world including Japanese also. The event speakers and participants were from different countries. So, we had agents skilled with different language skill sets like Spanish, France, Filipino & English also.

We supported the users with almost everything they needed. If they had difficulty with login or if they needed the support with last minute registration. Sometimes users had problems streaming the video or were not able to hear the audio, we guided them how to solve it too. We solved the problems that were faced by the users with 100% satisfaction.

Gavi Home without Chat widget

Preparation

  • Initial meeting with the clients - NobotChat team met with the clients and discussed the scope of Support needed.
  • Service Level Agreement was agreed and aligned with our client’s needs- After we identified areas where we can help.
  • We used this information to determine how many of our agents were needed to complete the project.
  • Planning ahead - Our team of experts and managers plan ahead for the event. Assignments and training were provided to everyone who was involved in the project.

Execution

  • We were requested to provide this service around 06:00 am and the event was scheduled for 08:00 am UK time.
  • We have quickly created the links to our software to embed in WTV Webpage
  • Once Embedded the link on the right bottom corner we saw the chat widget appeared.
  • Once users type something on the chat it gets into our chat queue, and one of 2 agents picks it up.
Gavi Home with Chat widget scaled
  • NobotChat provided the chat software and chat technical agents for the live chat. Chat agents were logged in and answered questions about the event, and solved any login issues that the users faced.
Gavi chat support3
  • Issues ranging from users not receiving their login details, lost password. So, if they could not reset the password by themselves, we did it for them.
  • If a user had not registered himself, we gave them the link to register or we did the registration for them if he/she is approved for the event.
Gavi Reset Password form
  • In case a user registering him/herself we marked the things they need to do while registration we sent them the link and marked the area to put the details so that it would be easier for them.
Gavi Support Event
  • General questions regarding what time was the event and if there were recordings, or what is the link to the events etc
Gavi Volume Button
  • Sometimes users had problems like they could not play the video or sound problem. We Guided them how to do it with the screenshots of the streaming page.
Gavi Comment section 1
  • We guided the users how to do comments in the streaming
Gavi for watch live
  • If anyone could not go to watch live then we sent them the link with a screenshot where to click to watch live
Gavi Comment section 1
  • We guided the users how to do comments in the streaming
Gavi for watch live
  • If anyone could not go to watch live then we sent them the link with a screenshot where to click to watch live
  • The agent on board was smooth and efficient. The customer explained the requirements and helped implement the necessary steps to ensure the agents would be as self-sufficient as possible like the users registered for the event.
Gavi email support
  • We supported the event through mail also.
Gavi Total chat
  • We have served a total of 85 chats. 300+ users were logged into the live event and 50 of them were having issues with logging in
Gavi chat satisfaction
  • The Nobotchat dashboard enabled the customer to be witness of the success, whilst being part of the escalation process where required
  • Out of these 85 chats, we did not miss any chat, and we have achieved 100% chat satisfaction.
Nobotchat support satisfaction
  • This is left by the users who initiated the chats and our survey asked if they were happy with the services and if we have managed to resolve their issues. And everyone responded positively.
Gavi support scaled
  • On the back-end, we could see how many users were visiting the page at one time, and if anyone initiated the chat, it was coming into our queue
  • We could also see where the person was located when they initiated the chat with us and which page they were on (in this case it was a single page).
Gavi chat engagement
  • We can see a lot of very useful information about how these chats were handled, who started the chat etc.

Overall, this was a success because our Chat Agents weren’t just customer service agents who take the visitors’ information and then have to pass it to someone else to fix the problems. These are qualified technical resources who knew the platform, who were able to find out about the applications and events within a very short period of time.

There was also an element of challenge as the invitees to the event were mostly government officials from different countries, so in-depth technical skills and excellent customer service manners have been at the forefront of the event’s success

And this is what NoBotChat is about, we provide technical chat resources to our customers so that the issues, especially on a live event can be solved within a very short period of time. To rephrase the above.

 

This is what NoBotChat is about, an excellent technical service combined with the professionalism and customer service that only an exceptional human being can provide

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