Because of the COVID-19 pandemic, there is extra stress being placed on businesses. Many businesses have had to, or will have to, shift their focus to serving customers through digital channels. We’re hopeful that the world will soon be back to normal and businesses can begin working with customers in person again. In the meantime, there are several things business owners can do to continue serving their customers through digital channels. Businesses need to continue helping customers in order to generate revenue, stay relevant and keep customers close. Here’s how you can do that during the pandemic:
Offer Advice on Social Media
Your followers on social media will be especially grateful if your business offers them advice pertaining to your industry through your social platforms. Many businesses in the home services industry are hurting because people are concerned about having others enter their home with the infection being spread. Offering advice for keeping HVAC systems running longer, resolving plumbing issues or getting rid of pests will show your customers that you care, and provide them with the expertise they need to trust your business.
Another great thing to do during this time is to remind your customers of the precautions your business is taking in order to keep everyone healthy: wearing gloves while working in their homes, wearing a face mask to prevent the spread of germs and regularly washing hands, etc.
Assist Customers through Video Calls
When someone is having a household emergency and needs assistance, it would be a very helpful resource for them if your business offered video calls to walk through resolving the issue. Of course, not everything can be done by someone who isn’t an expert in the industry. However, if your customer is experiencing an issue that you can help with through a video chat, offering this service at a discounted rate will keep them loyal to your business. Assisting customers through video calls isn’t ideal, but it’s a good way to keep revenue coming in during a quarantine.
Implement Webchat on Your Site
Oftentimes customers have quick questions that can be easily answered through a chat feature on your website. Now more than ever, people are spending time online. In fact, many people spend more than eight hours a day on the internet. You can’t be available 24 hours a day to answer your phone and provide information for your customers, but a webchat feature on your website can. In today’s world people expect immediate responses to their questions, and roughly 80% of consumers say they prefer webchat to other communication with businesses. There’s no better way to respond to this demand than by implementing an instant chat on a business’ website.
Being able to assist your customers in creative ways is the key to businesses continuing to succeed through the COVID-19 pandemic. Shift your focus, temporarily, to serve your customers in ways that will be beneficial to them and you while continuing to social distance.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!