The death of face-to-face services is overstated —probably.

The pandemic accelerated the shift towards remote service delivery via ‘digital channels’ as staff, volunteers, and clients were forced to work, live, and communicate remotely—a trend that continues post-pandemic despite initiatives to return to office space and the high street.

Nevertheless, in a rush to channel shift, mistakes were made as organisations mismatched services and media, attempting to use transactional tools (e.g., messaging and chatbots) to handle relational services and vice versa.

So, how do organisations deliver remote services where client-staff relationships matter?

The Qmachi Project targets several 'scenarios or use-cases' where remote service delivery needs a relational (friendly face) rather than a transactional (message or call) approach.

Video platforms—the next best thing to face-to-face meetings—are set for significant growth (3x) over the next eight years as video interaction replaces phone calls, forms and messaging.

Qmachi supports this shift. It provides a digital reception desk that plugs into mainstream video platforms, enabling innovative service delivery beyond scheduled appointments, standard opening hours, and high-street locations: for example, video drop-ins, clinics, office hours, and general appointments.