How should e-commerce businesses communicate with their customers during COVID-19?

13/5/2020

E-commerce business have seen a massive growth since the lockdown started. We all turned to online shopping to supply all our food in the first instance but also other items such as home office equipment, toys and games, homeware and all the other things that we need.
A global study by payments processor ACI Worldwide suggests that online retail has been the biggest winner so far of the global lockdown, seeing average growth across all markets of 209% year-on-year in April, on e-commerce transaction volumes that were up 23.5%.*
Communication is key in increasing customer satisfaction. Here are some tips that you can implement straightaway for a great customer service.

Use a banner on your website and make it clear that you’re still shipping with a warning that there may be some delays.
Reassure your clients that you’re implementing strict sanitation protocols during production and packaging.
Reassure your clients by sending them updates regarding their orders, even if it is to let them know that their orders haven’t been dispatched yet and you are still working hard to process their order. Use Google search trends to analyse the latest consumer trends. See if any of the trending searches can have a positive impact on your business and adjust your copy accordingly.
If you have been able to give some support to your local or wider community in some way, let your audience know. Customers love to see how companies are giving back.

Ultimately put a big focus on being transparent and upfront to navigate through this uncertain time. We might need to adapt to more changes in the coming weeks, therefore business owners need to constantly adjust their marketing and communication strategies as needed.

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*Source:https://internetretailing.net/covid-19/covid-19/updated-coronavirus-round-up-amazon-prime-now-expands-deliveries-convenience-stores-do-too-ecommerce-app-use-grows-retail-spending-slumps-to-lowest-level-chargebacks-hit-record-highs-21393

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How should e-commerce businesses communicate with their customers during COVID-19?

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