Interacting with customers during a pandemic isn’t straightforward, yet it is doable with the following tips.
Going into the office used to be a must – now, it’s a privilege. As a result, businesses have had to transition to working from home while interacting with customers. While some have done well, others haven’t found the perfect balance.
Are you the latter? If you are, there’s no reason to fret. Instead, you must focus on one area – communication. During a crisis such as COVID-19, transparency is what consumers value over anything else. If you can give it to them, they’ll be pretty happy with your performance.
Interacting with customers during a pandemic isn’t straightforward, yet it is doable with the following tips.
Stagger Shift Patterns
Opening the lines of communication may appear to be the first step, but there’s no point in sending emails or DMs on social media if nobody is around to type a reply. Usually, you would rely on your opening hours, yet this isn’t the case anymore because companies are expected to work well into the night. This means you should stagger the shift patterns to ensure a member of your team is on hand to respond to questions and queries. The fact that your employees are working from home should negate the fact that they may need to start and finish later.
Chat Live
Thankfully, your website isn’t going anywhere. Not only is it open twenty-four-hours a day – it’s an excellent place to install chatbot software upgrades. Chatbots are the small boxes that pop-up on a landing page asking if they can help. You may not see them as necessary, not when customers are three times more likely to text than chat online. However, AI is incredibly useful as it can filter through the queries so that employees can find a solution quicker. Plus, even if there is no one to respond, a chatbot will answer FAQs and point them to blogs and articles that may explain the question.
Use VoIP Services
Phone calls will continue to be the main form of customer communication. People love picking up the phone because it involves speaking to a human person, which makes the experience more authoritative and accountable. Of course, running a call center from home isn’t a piece of cake, which is where VoIP solutions come in handy. Aside from letting you speak to people from anywhere, http://www.myhealthyit.com points out that internet protocols provide superior sound quality. They’re affordable, too. A VoIP solution is a no-brainer as it cuts costs, improves standards, and makes communicating easier.
Create Videos
A video is a fantastic way to offer updates and advice without interacting. This is one reason why http://www.dreamgrow.com reports that more than 60% of companies use video content marketing. Videos are interactive and engaging, and this means they’re not as boring. From a transparency perspective, the instructions are easy to follow because you can watch someone perform the task. There’s no room for misinterpreting what you are saying!
You might be out of the office for a while, so how do you plan on maintaining a quality customer experience?
