How to be Proactive with Your Customers During the Corona Virus Crisis
As an ecommerce seller you have some advantages over retail sellers during the global Corona virus (COVID-19) pandemic. You are used to selling items online and dealing with customers online or over the phone versus face-to-face. Still, you may be feeling the pressure due to more demands from customers. Most often, online customers have questions about safety and speed of delivery of their orders. This will put more stress on your customer service representatives as well as your team members overseeing the fulfillment of products. Fortunately, you have technology on your side to help you share information with your customers.
How to Spread Valuable Information
When it comes to handling questions about the Corona virus, you can quickly and easily inform your customers on the situation in two simple ways. The first one and most obvious is to update your site with recent and relevant Corona virus information. It is important to provide information that is timely and accurate. This can be easily achieved by referring to reliable and authoritative websites.
The second way is to insert safety information in your kitting. The key with this step is to provide sources on the inserts where customers can get reliable and accurate information. This will show your customer that you care about their health and safety. You can also add information on the steps you are taking to reduce the spread of the virus among your team members. It is an economical way to let your customers know that you are on top of the virus crisis.
By following these two simple steps, you will relive some of the pressure of your customer service team. This will allow your support staff to handle questions about your product and not overwhelm your staff with Corona virus questions or concerns from customers.
It is also important to have a consistent message that your staff will provide. Although everyone has different reactions and feelings about this virus pandemic, it is important hat your staff maintain a professional attitude when dealing with your customers.
In the end, your goal as a responsible online seller is to provide products as well as excellent customer service. Every person, including your staff and customers is feeling overwhelmed by the Corona virus. Taking the initiative in providing useful information will be appreciated by your customers as well as your team members.