Packed has in a matter of weeks become an essential service for dozens of customers across Antigua and Barbuda. We’re working around the clock to ensure families can rely on us for the fresh groceries and household essentials they need and that shoppers can turn to us as an immediate, safe and flexible earnings opportunity.
Packed’s Care organization exists to support customers, shoppers and retail partners every step of the way. Our goal is to provide seamless service for every member of our community — and in the rare case that something isn’t right, to quickly and effectively find a solution. We call ourselves a “Care” organization for a reason — our jobs are not just to support members of the community with a quick fix, but to take care to make sure every situation is resolved thoughtfully, carefully and thoroughly.
Over the course of the last few weeks, the customer demand for our service and the sheer number of shoppers on our platform has surged in the wake of COVID-19. Our order volume was up more than 300% and as a result of this growth and influx of new customers across the marketplace, we’ve also seen a spike in support volume across our support platforms.
As customer demand has increased, we’ve also worked quickly to better support our teams. We have instituted a work from home model for all Packed Care agents in the wake of COVID-19. Most natural disasters and emergencies are high stakes, sudden but localized. In contrast, COVID-19 is affecting every one of us over a sustained period of time and, as a result, we’ve had to reimagine and rescale our Care operations overnight to best serve customers and shoppers across Antigua and Barbuda.
Serving our customers is what drives our team and organization. We have much more work to do to improve our customer and shopper care in terms of speed and efficiency, but I’m proud of how quickly our teams are moving to make this better for our entire community.
Thank you all for your continued trust in Packed — it’s our privilege to deliver for you and your loved ones.