In the wake of COVID-19, it’s more important than ever to communicate well and often with customers and community members. Social media is a low- or no-cost method for keeping the lines of communication open, even during a crisis.
Here are a few tips to keep in mind when communicating with customers via social media while navigating the impact of COVID-19:
- Engage as often as you can. Although you are likely very busy, it is still crucial to find the time to connect with customers. Updates on local news, ways your business is adapting to the crisis, well wishes for the community and advice for other businesses or customers, especially as it relates to your industry, is excellent content to keep your social media pages active.
- Respond to comments. Ensure that you are responding to every customer comment, post and inquiry you receive through your social channels. Especially if there are questions about how your business is handling safety and health requirements, be as reassuring and communicative as possible.
- Show your support for your community. In your messaging, express that your business is there for the community, providing helpful resources and support for individuals or businesses. Access the human side of your business and show you care.
- Avoid controversy. In times of crisis, emotions are running high. Your business may be struggling and your livelihood may feel like it is on the line. Despite this, it is vital to maintain your calm on social media, and avoid blame, anger or getting drawn into arguments, even on your personal pages. Avoid any language that can be perceived as political or insensitive.
- Act as an outlet for information. Encourage your customers to ask questions and stay in contact. For example, if a customer leaves a question via comment on a Facebook post, you can continue the conversation by saying, “Thank you for letting us know, we always appreciate your questions and we’d like to discuss this with you further. Here is our contact info so we can connect with you further.”
As a business owner, you need to be compassionate, mindful and sensitive on social media. You also need to be accessible and responsive as customers reach out with concerns, and proactive about sharing ways your business is responding and adapting to the situation.
The more your nurture those existing relationships, the easier it will be to leverage them in the future when things stabilize. Count on Allegra for more effective ways to communicate with customers.