COVID-19, the pandemic has slowed down, a lot of businesses. With limited scope for marketing, it can be challenging to play the field. So, how does one achieve their business goals and optimize customer experience?
Here are a few strategies that you can focus on during COVID-19:
- Customer Service and Reputation Management :Due to a shortage of workforce, it can be difficult to provide service to every customer. If there is a provision for AI customer servicing, it can work in your favor. If not, use every resource you have. As frustrating as it gets, it is essential to treat every customer with patience. If a problem is not addressed, the customer might take it out on digital platforms to get companies to notice. This is where Reputation Management comes in the picture. As the sales are lower than usual, it becomes easier to monitor and manage consumer queries and complaints. Use this time to handle any unresolved issues and sharpen the company’s reputation in the market.
- Frequently Asked Questions (FAQs) : If a lot of customers have the same questions, it is easier to address them on a page, as it becomes repetitive to answer the same questions via calls or emails. When appropriately used, FAQs can also be a significant source of lead generation. It saves time, and consumers do not have to wait to get a response to their query; additionally, it requires less workforce. A comprehensive study of questions received over time and current trends can help you structure a right page.
- Television Ads : As most of the consumers are home-bound, video consumption of all forms has increased. From watching the news for current updates to re-watching shows or sports telecasted due to lack of new content; the engagement rates may vary according to the region, but has increased substantially. Advertise your products to demonstrate how they can be used to help people get through the crisis.
- Social Media Ads :Again, the most consumed type of media is social media, including visual concepts like pictures, info-graphics or videos and written posts including blogs, digital news. Social media engagement has touched a new high, as it is the most entertaining media to help cope with isolation. As the majority of the consumers on social media are young, it is necessary to choose products or services that are meant for a more youthful audience. Pandemic or not, social media ads will always be one of the most fitted platforms to engage with consumers. As for advertising, it is essential to ensure all information is accurate.
With the high reach that social media ads offer, there is a scope for miscommunication, and it is, therefore, vital to ensure that you choose a positive and serious tone instead of a casual one.For less essential services, it can be a challenge to stay relevant in the market. The focus of a brand right now is to provide means to the consumers to handle an ongoing crisis. Designing campaigns that add value to your offerings, like lowering interest rates, offering discounts, ensuring products that reach the customers are safe. This will help create and strengthen brand loyalty.
