2020 has been a difficult year for business. The coronavirus and Covid-19 pandemic has impacted the way that you can engage with your customers, as countries around the world have started implementing restrictions, guidelines, and measures regarding contact with others in a bid to slow the spread of the virus. Many companies are unable to have their physical, brick, and mortar stores open and are having to switch to solely relying on Ecommerce and online sales instead. While it is fortunate that – thanks to advancements in technology – we are able to operate in this way, you may find that communicating with your customers is a little more difficult now. You can’t simply show them the products they’re interested in and explain the benefits on a face to face basis as you might in store. It’s important that you still communicate with your customers to provide good service resulting in satisfaction. So, here are a few ways you can go about this remotely.
Provide Customers with Multiple Means of Contact
Customer support is essential for any small business. No matter how great your products may be, people are always going to want to get in touch with you for a number of reasons. This could be anything from finding out a little further information about a product to finding out more about delivery, wanting to make an exchange or return or anything else. You need to make sure that your customers have plenty of means of getting in touch to express these things. So, make sure there are options – the more you have the better. You should have a business phone line. You should have a business email address. You should have a contact form on your website. You should have messaging available on social media. You should have a chat box on your site – you can find out how to add a chat room to your website here.
Have Customer Support Staff
Of course, if you are going to provide means of getting in touch, you are also going to need to make sure that you have customer support staff available to answer these queries. The more effectively your staff deal with all of these, the happier your customers will be and the more likely people are to shop with you again. Train your customer support staff in your brand tone of voice and values. Also, make sure they do know the answers to all commonly asked questions.
Every small business should also have a mailing list in place. Communication doesn’t always have to be two ways. Customers aren’t always going to come to you. For the purposes of making sales, you’re going to have to reach out to customers and communicate your brand, your products and your special deals or offers to them to entice them in. This is where a mailing list comes in particularly useful. A mailing list is essentially a list of people who have agreed that you can send them marketing materials straight to their inbox. You can come up with a content plan to ensure that customers who are signed up receive specially curated emails that will hopefully keep them engaged with your brand!
These are just a few ways to communicate with customers throughout the pandemic. Hopefully, they will prove useful, beneficial and profitable for your business during these difficult times!