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Customer Support Tips For Retailers To Address The COVID-19 Situation

By Special Guest
Sunil Gupta
September 04, 2020



With the increase in the number of COVID-19 cases across the world, there has been a significant impact in the retail industry. People are hesitant to go to the stores, even though the lockdowns have been relaxed in most places. They find it safer and convenient to do their shopping online.

Many companies are experiencing significant increase in their customer support engagements when the pandemic hit. Therefore, it has become important for retailers to level up their customer support strategies to address the market changes. Shoppers are calling up for urgent resolutions to their problems and questions on product deliveries and return policies.

In this post, we shall talk about how companies can achieve customer satisfaction during these difficult times.

Transparency is the key:

People are comfortable shopping with the brands that offer complete transparency on each and every step of the transaction. As the CEO of Sunday Golf, a top golfing gear company would say, “you will need to make things totally transparent, right from product descriptions, warranties, and delivery commitments.”

Since the logistics are also impacted, it has become difficult for the free movement and transportation of goods. The time for product fulfillment has therefore increased. Your business might not be able to deliver the products in the same robust manner like in the past, before the pandemic.

It is important to communicate the fulfillment limitations to the customers, and give them clear expectations on the delivery times. The possibility of delays can be clearly mentioned on each and every sales and checkout pages, and also on the confirmation emails that are sent to the customers.

Moreover, you can keep sending communication messages and emails through every step of the fulfillment process. It will help in reducing the anxiety among customers about their purchase delivery.

Make attempts to provide custom solutions:

Retailers must strive towards developing loyal customers in order to ensure longevity of their business. You will need to adopt technologies that can help in understanding the buying patterns of customers. All their previous transactions must be recorded in such a way that the customer support personnel can understand the needs of each individual.

You can think of opening more channels for customers to communicate with your business, as it makes way for meaningful interactions. Also, try to keep them engaged on top social media networks with new and innovative ideas. If possible, you must try to tailor the solutions for individual customers, according to their history with your company.

Take care of your employees:

These are difficult times, where people are worried about their employment and job stability. You must make all attempts to improve the morale of your employees, and take care of their needs. Listen to feedback and encourage suggestions to let them feel their opinion is important in the business.

Try to find ways to allow your customer support agents and managers to work from their homes. The transition from the office workplace environment to the home office environment might not be as easy as it sounds. You will need proper tools and measurement metrics to monitor their performance and productivity.

At the same time, you must add some virtual fun activities with your employees who are working from their homes. It will help in bringing about better engagements from them.



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