Supporting Businesses & Service Providers During COVID-19

Supporting Businesses & Service Providers During COVID-19

COVID-19 has disrupted “business as usual” around the world. At Bitly, employees from each of our offices have transitioned to remote work. As we learn to adapt to a new normal, we’ve been busy helping customers do the same.

We’re working with them to establish solutions so they can continue to engage with their customers effectively. In this post, we’ve highlighted a few of the most common use cases we’re seeing at the moment. If your business can benefit from a solution like the ones below, get in touch. Our team is ready to help.

Contactless Payments & Exchanges

With social distancing has come a need for businesses to provide ways for customers to make purchases with little to no person-to-person interaction. 

For example, we’re working with a nonprofit that issues student scholarships. Typically, they have parents endorse the scholarship checks in person. Now, the nonprofit needs to provide a way to have checks endorsed virtually. 

Since in-person endorsements are no longer possible, the organization needs to leverage new channels to communicate with parents.


By sending out email and SMS notices with unique Bitly links in them, the nonprofit can securely and efficiently point parents to the right place to sign their students’ scholarship checks.

The organization needs to generate 50,000 unique links per month. Using the Bitly API, customers can scale up their communications to create thousands—even millions—of unique links safely and securely.

Some essential businesses remain in operation to provide goods and services to customers, like one multinational consumer retail company.

The business needs a solution to enable a cash and credit card-free payment method so customers can make purchases safely.


Using mobile deep links powered by Bitly, businesses can seamlessly route customers from an offline experience to their mobile apps to complete a transaction. 

Deep links also give businesses control of their mobile customer experiences, and can drive important metrics like app opens and conversions. 

Virtual Customer Service

Businesses of all kinds are having to adjust their customer service efforts to provide support that limits face-to-face interaction. This has been the case for many of our customers, including a major American telecom conglomerate.

The business helps customers with at-home setup and product troubleshooting, and wants to transition to remote support to reduce in-person appointments.


Our customer wants to offer clients the ability to receive remote support via video conference. To do this, they’ve partnered with Twilio to send out SMS service notifications and plan to use branded Bitly links in each message. 

Using Bitly links gives brands more space to include a clear, informative message in every SMS notification. They can also associate their account to a custom domain to create branded links. With your brand in your links, people are 34% more likely to click them.


To limit person-to-person contact, many healthcare services are offering remote support, such as virtual scheduling, appointments and follow-up care.

Given the highly sensitive nature of patient information, healthcare services have to be very selective about their technology, including their link management platform. Bitly has the team and infrastructure to be able to comply with tight data security measures. This means customers can depend on us to generate unique links at scale to communicate important and confidential patient information.

Since we offer trusted link management solutions, we’ve been working with many healthcare services to ramp up and improve their customer communications in response to COVID-19. Below are some examples of these collaborations.

We’ve had customers in healthcare services contact us needing to increase their link limits to handle a higher-than-normal volume of SMS messages.


We can quickly increase customers’ link volumes to suit their needs. Using the Bitly API, they can safely and securely shorten large volumes of links without hassle.

We’ve also had prospective customers come to us for help with enacting telemedicine appointments for the very first time. For example, a nonprofit healthcare system is currently using email to send links to patients, but they feel SMS could lead to more effective communication.


Bitly works with many teams to implement this very use case, and can get you up and running quickly. Businesses use Bitly links in all sorts of SMS communications, including customer support updates, order statuses, service delays or changes, appointment reminders, fundraising and location-based promotions.

Another customer wants to implement Bitly in their follow-up communications to patients. Specifically, they’re going to begin sending patients SMS messages with links to join a video conference with their doctors.


Healthcare teams can design unique virtual patient experiences. Using Bitly links in their communications, they can point patients practically anywhere online, such as their appointment scheduling app, private patient portal or their selected video conferencing service.

We understand that it’s more important than ever to be able to interact with your customers safely and efficiently. Get in touch with our team to learn how Bitly can help you implement a custom solution that’s right for your business.

Speak with our team today to learn how you can leverage Bitly for your business needs.

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