We know that many businesses are facing unexpected challenges including keeping in touch with customers, so we wanted to share a few things you can do now to get ahead of these challenges and stay connected.
Customers are still looking for a sense of certainty and connection, and that often comes from the brands they love.
Keep up customer relationships
Customers can contact you directly on Facebook if your normal hours have changed or your business is closed. Make sure your Page Inbox is set up so you can answer questions, and save time by setting up an automated response to frequently asked questions such as store closures.
Take your events online
See which parts of your business you can shift online — especially as people are at home spending more time on their devices. If you have to postpone or cancel an event, try hosting a free Live session on Facebook instead. If your store is closed, you can still showcase your products or service in a Live session as well.
INSTANT MESSAGING (IM)
If you have not yet trialled using an instant messaging or ‘live chat’ platform on your website, now may prove a very good time to do so. While maintaining an up-to-date COVID-19 information section on your site will satisfy those looking for quick, convenient answers to their questions, there will be plenty of people seeking the reassurance of direct contact with a real person – especially if they are stuck at home. With stores closed, you could redirect staff resources to providing service via an IM platform, and double up by having them simultaneously engaging with customer queries on social media, too.
Reward your customers
One great way to reward people is with competitions and contests. Run an Instagram campaign that asks people to vote on their favorite product through a Stories poll. Try a Facebook contest where customers can share photos that also highlight your products
While clients may not be able to purchase as usual during the current crisis, you can secure their custom once life gets its rhythm back. A special discount or reward that can be used down the road provides a personal touch and makes you the first port of call when your services are back up and running.
Email Communications
If you have already built list of email subscribers. Start connecting with them via email. Share your online videos, tips, product information etc to your subscribers via email.
Share frequent updates
Posting is a great way to keep your customers informed when you’re experiencing changes. Announce your adjusted hours, share measures you’re taking to keep safe, or explain the ways customers can still place orders with your business.
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