The Covid-19 pandemic forced a restructuring of both professional and personal relationships. In the midst of this global crisis, companies had to reinvent customer service , due to the partial or total closure of businesses that negatively impacted their stability. But although it may not seem like it, this is not the end. Digital marketing has the fundamental, direct-action answers to power any business in times of confinement. Let us remember that today there are many more users who use the internet on a daily basis, and for longer than before; so; companies should take advantage of this and give customer service a U-turn. Reinventing customer service For any business, its main premise is to attract and add customers ; But the compulsory confinement of society placed a huge barrier in the physical world, somehow preventing communication with customers. Architects Email List However, digital marketing breaks all space-time barriers, allowing companies to continue maintaining contact with their customers, without having to share the same physical space. At the same time, it helps to attract new customers and retain existing ones through the use of the internet. To do this, we present some elements that will help you reinvent customer service in your company in time of coronavirus, even if your company has an internet presence or not. Website creation and tool management : the fundamental thing is that if the business does not have a website, one must be created to represent the brand.
From there, it only remains to start implementing digital marketing tools to start having positive results. If, on the contrary, the company has a website, its functionality must be analyzed and the tools reinforced to enhance the results. Active profile in social networks : the different social networks have a leading role in the lives of many; So how to add the presence of a company in the most active social networks (Facebook or Instagram) based on the services or products offered will help attract more customers. The more active your profile, the easier and faster your customers can find you. Creation of a content blog : other strategies would be the creation of a content blog, based on the activity carried out by the company. In it, SEO positioning techniques and even the purchase of online advertising must be applied for better performance and results. Customer experience is important The Covid-19 pandemic forced companies to move very quickly to offer quality service to their customers. This also caused each business to reevaluate the way they used to deliver a quality customer experience; taking advantage of digital channels and responding to the volume of work. Customer service action now more than ever relies on flexibility, understanding and your ability to react in these times of global crisis. That need to give a quick and accurate response will not end when the pandemic ends, so working on them will allow us to grow as entrepreneurs in the digital world. Strategies to reinvent yourself in times of crisis Keeping in touch with customers makes us grow as a company; so we must face the global crisis generated by the pandemic.
To do this, there are some strategies to reinvent customer service in these times where the coronavirus is increasingly gaining ground: Take into account the emotional state : The current combination of fear, frustration and uncertainty left a new window open, where brands can start working. Every business should pay attention to the customer in a more comprehensive way; In this way, you can achieve the loyalty and trust of more customers and a better perception of your brand. Remote access : If it is a store, your business has the upper hand. Hong Kong Lead By activating remote access to your business, through catalogs and product samples, you give your customers the opportunity to buy services and products without having to leave home, in a more secure way and safeguarding the health of everyone. Automated service or virtual agents : By having people who help solve customer doubts or problems, their satisfaction will be at maximum levels. The artificial intelligence channels will have a greater role, as well as the virtual agents, oriented to provide support, attention, understand and satisfy the needs of each client. Probably, after the passage of Covid-19, the experience and customer service will accelerate in future terms. The agility, quick and personalized response, the choice of effective channels and the predominance of virtual agents will lay the foundations for a good and better service to any business, allowing the company to promote the necessary innovation to adapt to the new reality.