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How to communicate with customers during the COVID-19

Most companies are now working remotely. However, working remotely can prove to be challenging when reallocating and managing resources.It’s crucial to ensure that your workforce management system allows you to make staff changes quickly before your team is affected.One of the most effective ways to do this is to introduce a cloud-based solution that not only handles all aspects of customer interaction but also allows your staff to work remotely such as Video conferencing and provide them tips on how to best use the tools. Our blog has several best practice guides!Do not demand they “prove” they are working when at home. They are adults, they have deliverables like everyone else. Avoid sending memos about “be the same at home as in the office”… and understand that the situation we are in is temporary but will have some bumps (kids at home, etc…). Be flexible!It is time to jot down a plan that outlines how to act when an emergency occurs to avoid a complete shutdown in the future. Your plan should cover things like people management, remote work processes, applications, security, compliance, as well as human resource requirements for flexible working.Regardless of the coronavirus, the reality is that there will always be times when your staff will require your work policy to be flexible.  The technology you put in place today will help your company stay afloat, and allow your employees to keep serving your customers in the future, whatever the circumstances.
In times of crisis, it’s best to start a dialogue with your customers as soon as possible but be sensitive to what is happening to them and their customers. As mentioned above, most of us are feeling uncertain about the future every day. Even though communicating with your clients will not reduce their overall uncertainty surrounding the health crisis — it will provide a glimpse of positivity and showcase that your organization is taking appropriate actions to react to the current crisis. In times of uncertainty, people value predictability, so try to provide it.For example, Amtrak, a corporation that operates many U.S. passenger rail services, has shared a detailed list of all the extra precautions that they are taking to ensure that their customers can travel safely.
t this time, honesty, even if it is to communicate bad news, will be understood and appreciated by most clients. For example, companies like Southwest Airlines openly messaged their customers to explain flight delays and cancellations. In addition, Southwest even provided customers with a solution– providing the option to rebook their customer’s flights at no additional cost. Visiple has gone the extra mile by offering an easy to use chat bot for our customers to engage us. We are flexible and open. If your business is struggling we would like to know and be able to help
Don’t overcomplicate the text in your communication! —  avoid excess rhetoric, and use simple words that convey the right message. Your customers are already stressed with everything going on around them, so don’t make them spend hours decoding your return, refund, or cancellation policy.
When working on any communication that is addressed to your customers, try to put yourself in their shoes. Recognize that they are anxious and concerned at this time. Their businesses are likely struggling. They may need space - so give it to them and do not “push sales”!
“PEOPLE WILL REMEMBER AND TALK ABOUT THE COVID-19 PANDEMIC OF 2020 FOR A LONG TIME. SO MAKE SURE THAT WHEN THEY DO, THEY HAVE A GREAT STORY TO SHARE ABOUT HOW YOUR COMPANY MADE THINGS EASIER FOR THEM.”People only remember and judge events based on the strongest emotion that they experienced (The Peak) and how they felt in the end. A great example of this is the fact that people still remember Southwest Airlines as the only airline that allowed people to change their flight at no extra cost after 9/11. By providing consumers with significant options like this, you’re setting yourself up to be remembered in a positive light, despite the horrible events that are occurring. Even banks are holding off foreclosures and we know they need some postiive PR.
If you want your customers to move online, now is the perfect opportunity to motivate them to do so.  It’s also a great time to meet the needs of customers by encouraging them to do something different. Let’s say you planned to launch a new feature of your product or implement a new payment method. Don’t wait six months until this crisis is over. Do the opposite – try to accelerate these processes and make the most out of this difficult time.  Use chat and video to engage your customers.
Health-related topics have become the leading social agenda and concern for most citizens. That’s why your customers must see you as a reliable source of information in this area too. Cooperate with health experts and publish advice, articles, and interviews to provide your audience with valuable content.We know that there are no words good enough to address the current situation. Everyone (we included) is writing about “uncertain times”, “challenges”, or a “tough and turbulent period”, but this still doesn’t describe what we’re all going through. Some say this is the best thing while others say it is not as it already is information overflow and overkill. We wake up hearing about covid-19 and go to bed hearing about it. Personally I would avoid telling everybody what they have already heard and or read.Just some tips! Be safe and it will be ok

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