How Proactive Communications Improve Covid-19 Uncertainty
One thing is certain during these unprecedented times of COVID-19: change is the one thing we can count on. Consumers are warming up to the idea that overnight-delivery might not be as feasible as it once was, or their favorite food or beverage is out of stock. Where they are typically less understanding, however, is when changes affect their financial, health, familial or other critical matters, and without notice. To bridge this gap, businesses must deploy proactive communications to improve COVID-19 uncertainty. The missing link to a patient customer and an angry one centers around feeling informed rather than unaware.
Deliver Information to the Customers’ Fingertips
As mortgages offer forbearance plans, health facilities have modified hours, and utilities allow payment plan assistance, consumers need information quickly, easily, and upfront before they’re affected. GoMoxie’s SVP of Products, Nikhil Govindaraj, shared with Forbes Tech Council his thoughts on how the need for transparency in COVID-19 communications can calm customers’ nerves during the unknown.
“Here’s the guidance we’re providing to our customers: It’s all about communication, transparency and giving people ways to meet their own needs when your organization is overwhelmed,” he said. Knowing customers want to feel empowered and in control over issues that might feel out of their hands, the onus is on the business to be upfront and streamline information. Although some people aren’t as busy as they once were, when it comes to critical matters, they don’t have time to waste if a doctor’s office is closed, a payment is coming out they can no longer afford, or customer service is now fully-automated and they can’t speak with a representative.
Take Advantage of Your Digital Channels
Govindaraj reminds businesses to use the digital channels they have at their fingertips and think about how, when, and what to communicate before the customer asks. Behavioral analytics can improve the customer journey, but when those behaviors become harder to predict, taking the proactive approach will serve you better. Because your customers digest news differently, use multiple channels, including your website, email, and social media to relay updates around modified service hours and delays. This way they can find the information they need before having to ask for help.
Help Your Customers Before They Need Help
Call centers and customer service operations are operating outside of traditional hours or roles, so customers are procuring this news with a newfound sense of urgency. Telling them you’re closing before they’re standing outside your door, can provide reassurance and understanding over frustration.
Read the full article at Forbes Tech Council to learn more from Govindaraj around how transparent communications can empower customers and keep them around for the long-term.