The pandemic has left your business target audience confused and worried. A lot of customers, whether B2B or B2C, are concerned about how pandemic restrictions and covid-related obstacles can affect their transactions. It is not uncommon for customers to be more cautious during those uncertain times about the brands they trust.
More often than not, customers prefer postponing orders for fear of complications through the process, whether in terms of delays, additional security measures, or increased costs resulting from pandemic challenges.
Consequently, at a time where the coronavirus remains a real risk for all, it has become essential for businesses to initiate the discussion. Here are some tips to reassure your audience and provide stability despite covid uncertainty.
Reach out to them directly
There is nothing more significant than direct communication. Reaching out to your customers doesn’t just provide a personal approach. It also allows you to introduce your covid plan.
Rather than adding a covid banner on your website, you are more likely to achieve positive results by sending personal emails. In the B2B sector, especially, clients may have many questions regarding supplies, agreements, and organization, which can be tackled individually with each of your partners.
The direct and upfront approach shows you’ve been planning for all eventualities, helping your audience to feel more confident in your business.
Adjust your platform to their needs
As the pandemic is a new and unknown situation, it’s fair to say that customers may not know how to check for your latest covid information and strategies. Their online journey needs to provide guidance and clarity. In other words, you want to make the overall user experience pain-free and natural to all.
You can use dedicated insights from advanced UX tools, such as Userzoom, to create a covid-related journey on your platform. The idea is to make it easy to find the answers they need in a few clicks. Ultimately, if a competitor has a straightforward layout that emphasizes their covid response, they may win your customer over!
Create content that addresses their worries
What are the right questions to ask? There is no wrong or right. Some customers may want to know more about how your company has adjusted to the new situation in-house. Others are worried about delays and supply shortages. Consequently, it would be unreasonable to assume that a short paragraph on your website can reassure your audience.
The pandemic response requires a dedicated FAQ page, similar to the Amazon page. Indeed, the eCommerce marketplace has created a multi-lingual FAQ page to explain how they are reacting to covid to keep their employees, customers, partners, and communities safe.
Carry on delivering quality services & products
Delays are likely to happen. However, keeping your customers in the loop means that you can control their reactions and avoid angry or negative feedback. Yet, delays should not affect the quality of your products or services.
The best way to show your audience that you are a trustworthy business despite the pandemic uncertainty is to carry on meeting their expectations in terms of quality and customer services.
Customers are unsure about how to respond to covid. That’s precisely why they are looking up to businesses for guidance. While it would be foolish to pretend the pandemic has no impact on your processes, you can’t afford to ask for your customers’ understanding without keeping them informed.
Transparent communication about your product, delivery, covid response, and quality controls can help paint a reliable and trustworthy brand image.
This is already a confusing time in our lives. You cannot afford to let your client interactions cause even greater confusion for the consumer. So while reaching out to them is vital, it’s even more vital that they can reach out to you.
Adding live chat or chatbot facilities to your website is a great starting point. In lieu of face-to-face interaction, telephone facilities can play an important role in bridging the gap. A 24/7 answering service will allow customers to get quick solutions at any time. In turn, you are far less likely to miss out on sales and far more likely to gain loyalty.
Show customers that they can rely on you throughout this period. They will repay you in sales.