During a global pandemic, it is crucial to identify what the true value of your company is. It’s not so much about the products or services that you offer, but more so the way in which they are presented and how you assist your customers. Of course, your products and services are important, but your customers consider the service they receive from you crucial to whether or not they will return.
While sheltering at home and social distancing due to COVID-19, good customer service becomes a mandatory practice for any company still interacting with the public. You may wonder how your online presence can achieve this. The answer is simple — and we can help with some ideas on how to take your service mindset to the next level during challenging times. Here are some tools that you can use for free to guarantee a pleasant experience for your clients. They will feel that you are close to them even with this crisis.
• Email is the most basic but familiar for your customers. It can be used to generate campaigns of information for your clients to keep them informed about how your company is navigating the virus and reiterate how important they have been and will continue to be for your business.
• Zoom/GoToMeeting are online video meeting tools that offer not only the ability to attend meetings with your clients in video calls, but also with your teammates, employees, stakeholders, and more. By having a video conference or hosting a webinar through these tools, you can create an intimate meeting place where your customers can ask you questions directly. This is a great way to put a face on your business and generate confidence for your customers.
• Twitter allows for short but effective and relevant messages that can easily be shared at the touch of a button for your followers. You can easily reach out to niche demographics who may be following you, and using relevant hashtags is a great way to reach new audiences.
• Facebook is one of the most versatile social media channels out there. Most people are familiar with Facebook — and if you’re not, it’s time to catch up. Through this medium, you can create impactful message with inspiring graphics and videos, stay connected with customers through the Messenger chat feature, schedule consultations, and livestream with your followers, where they can ask you questions directly.
One of the most important things to keep in mind is that no matter which of these tools you decide to use, your voice and tone are essential. Try to be positive, engaging, encouraging, and flexible in your messages so that your audience feels comforted and hopeful — rather anxious in addition to what they may already be feeling in these challenging times. How you handle extraordinary circumstances like this one will impact how your customers remember you once life goes back to normal. If you follow these tips, you may even be able to stay in business as usual without losing your relationships with your customers.