With updates flying in every minute, the COVID-19 pandemic is spreading rapidly. As the situation changes, many businesses are unsure of what steps to take to mitigate risk, protect employees and support customers. At Fluency, your business and your clients are extremely important to us. We’ve put together a list of 5 ways you and your business can manage your safety while supporting your clients.
1. Keep You and Your Employees Safe and Informed:
Stay up to date by following credible, official sources like the Centers for Disease Control and Prevention (CDC), World Health Organization (WHO) and your local government health department so you can respond quickly to changes that could affect you or your customers.
2. Stay In Touch With Your Customers:
Proactively share important information with your customers using email, your website, Facebook Page, Instagram Business Profile, or however you typically connect. Remember that you can pin important posts to the top of your Facebook Page for quick viewing. You might include information about the measures you’re taking to make your premises or products safe, or how you will handle customer inquiries if there are expected shipping delays.
You can also update your Page hours to show your customers how and when you’re available for business. Notify customers of any changes or modifications to your availability or services by updating your Page Info and selecting Open With Service Changes or Temporarily Closed, depending on your situation.
3. Try Hosting Online Events:
In case you need to postpone or cancel any planned events as a result of the outbreak, try hosting a webinar or organize live sessions on social channels such as Facebook or Instagram.
4. Prepare a Customer Service Plan:
In order to be responsive and transparent with your customers during this challenging moment, prepare for incoming questions and requests. Consider drafting templated responses for your emails or set up instant-reply messages with information you expect your customers will be looking for. Connect with your customers for free in real time using Instagram Direct Messages, Facebook Messenger or Google Hangouts.
5. Provide a list of frequently asked questions (FAQ’s):
Prepare a list of responses for questions your customers are likely to ask, and provide as much detail and reassurance as possible in your answers. Here is an example of what an FAQ could look like:
Q: What are you seeing happen with CPC’s right now across the industry?
A: Right now we’re seeing a decrease in CPC across the board as competition isn’t as aggressive.
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