Zappos, an Amazon-owned online retailer that is known for its selection of shoes, has offered its customer service hotline to people who want to discuss about things beyond footwear with no purchase necessary.

The online merchant, who reported a lower volume of calls on its customer service line since the start of the COVID-19 pandemic, sensed the need to revamp its customer service hotline. Now, people could call to talk about Netflix, pandemic concerns, future plans, or anything on their minds.

Conceptualizing

According to reports, a Zappos employee named Brian Kalma came up with the idea after noticing the company's self-management system allowed an environment where the new service could come to life.

The company, which runs independently despite being acquired by Amazon in 2009, follows a system called Holacracy. The radical system is designed to help build a work environment where everyone is heard, and innovation is encouraged. Managers are removed from the equation, allowing every employee the chance to set the meeting's agenda and define their own tasks.

Kalma claimed the non-traditional line helped keep employees from being furloughed as the number of calls to its traditional line dropped. The company also plans to hire more employees to add to its current 400-person customer service team to keep the non-traditional line running.

Conversations

Employees claim many people have called to talk about life stories. Single parents also expressed gratitude to be able to speak with another adult. Some teenagers have also called in asking for help with their homework.

While most calls involve people asking questions about nearby medical facilities or where to find household supplies, the new line is also accessible to people who work in the field of medicine.

In mid-April, the Zappos hotline received a call from a director for Mount Sinai Health System who asked the retailer for help in looking for pulse oximeters-a device designed to indicate a patient's blood oxygen level and heart rate. The retailer found and shipped over 500 oximeters to Mouth Sinai within days of the call.

Other Hotlines

Several businesses have also changed their approach to customer service. In Dallas, an independent bookseller, Deep Vellum Books, opened their hotlines to people who are looking for book recommendations. They also offered texting and email options to reach more people.

Deep Vellum Books first opened its doors in 2016 as the retail arm of a not-for-profit publisher on English translations of literature. The shop carries titles put out by Deep Vellum Publishing as well as other selections that fit their niche. Cristina Rodriguez, the store's general manager, claimed 75 percent of callers ended up ordering a book, which will be delivered to their homes.

In Minnesota, the Rochester Public Library has also opened a COVID-19 hotline for community calls. The hotline was set up as part of the city's disaster planning system and has been operational since the end of March.

The library has been working with local departments to ensure the information given to callers are accurate and up-to-date.

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