More than 60% of customers prefer self-service during emergencies.
Businesses around the world will invest significant capital in chatbot development for fast and reliable communication with customers.
Customers want brands to be available on multiple channels for better communication
Bill Gates, in his 2015 Ted Talk titled – ‘The Next Outbreak? We’re not ready, “he explained,” the next big thing that is likely to kill about 10 million people will not be a war, but a virus. “The scary part is not that you’re right in 2020, the scariest part is that you can have reason every time a new virus invades humanity.
Earlier this year, no one would have imagined that a small microbe would cause thousands of deaths and unite the entire world, looking for a possible advancement of the vaccine.
The spread of Covid-19 has caused the global business giants to panic and many are on the verge of declaring bankruptcy. Many business owners claim that their finances have gone from bad to disastrous. Michael Hicks, an economist at Ball State University, says that one in six US employees. USA You have a serious risk of dismissal.
So what is really in store for business owners? Are you likely to lose customers and ultimately your business? How do you communicate with your clients in the midst of this global pandemic? Let’s see now.
Why has communication become more important than ever?
“The biggest problem in communication is the illusion that it has already taken place.“- George Bernard Shaw
Communication is an ongoing phenomenon, and communicating with your customers during Covid-19 can leave a lasting impression. Your customers would like to know if it is open, if you have ready stock and also, if your products are safe or not. If you are assuming that your customers already know all the answers, you are making a big mistake.
For most companies, when their pillars are shaken, the idea of communicating with customers may seem a bit pointless. However, coming to light and shedding light on reality will help you gain the trust of your customers. Persistent communication with the customer may reflect that you really care about them.
There are certain steps you need to take to ensure that there is not a communication gap between you and your customers in the midst of this global pandemic.
Tips to use while communicating with customers in the middle of COVID-19
Communicate through the website
According to Clutch.co, around two thirds of small businesses have an active online presence. As a result, a commercial website is a perfect way to keep your customers informed about every update. While many people around the world practice social distancing, this has only increased their total time on the Internet.
You should address common queries about how your business is adjusting to restrictions and regulations due to the spread of Covid-19. If possible, you can dedicate an entire page for this purpose. While some organizations may use the special announcements section to post necessary sources on product / service availability or store hours.
Switch from offline to online customer support
While your clients should always be at the top of your priority list, the situation demands that you be equally sympathetic to your staff members. Offering live chat support will help you keep your customers and staff at a safe distance.
Using the live chat system for customer service will help you communicate with your customers and clients amid the coronavirus smoothly. Your clients don’t need to pay your office or store a visit to solve basic queries. The broader goal is to offer continuous support and also avoid physical contact at the same time.
Update your local business listings
If it is a small or medium business, many potential customers are likely to search for your business online. In that case, they would come across your local business listing first rather than your company’s website. You must ensure that your local listings communicate the correct information and highlight any changes in business operations.
Be sure to update all of your local business listings, including Google My Business, Yelp, Bing Places, etc. You can add new images that show how your company is dealing with the hygiene and disinfection of your office or store in the middle of COVID-19. You must update your work hours and notify them of any temporary closings. After all, you don’t want customers rushing to your stores to only realize it’s closed.
Advice to customers against “panic buying”
Human beings tend to panic and hoard unnecessary things during any alarming situation. Since Covid-19 is primarily affecting older people, you won’t want a situation where you are left with just empty shelves.
If your business sells items that are “needy,” you must act quickly and set a limit on how much someone can buy. For example, we saw two people fighting over toilet paper at an Asda store in London. Counseling your customers against panic buying would help avoid any situation that takes an ugly turn and would encourage people to be wise with their buying decisions during a pandemic.
Time to lend an ear
During this unfortunate moment of crisis, your customers will always have something important to share. It can be a simple consultation or valuable advice that can take your business a long way. Lending an ear will help you deliver an experience that is sure to exceed customer expectations.
You can use your social media pages to interact with your users and have public discussions. Or you can simply use a reliable and efficient AI-powered survey tool to better understand customer weaknesses. Capturing valuable customer feedback will make your business future-proof and avoid any mistakes during a similar scenario in the future.
It will surely be a couple of months of testing for both corporate giants and small startups. While there seems to be no immediate relief in sight, however, keeping your customers engaged and up-to-date will definitely work in your favor.
Live to fight another day!