Today, the COVID-19 pandemic is slowly winding down in certain countries. In others, second wave is about to begin. Regardless, every nation in the world has assumed social distancing as a preventative measure against the coronavirus; and it is becoming increasingly likely that this will continue for some time.
It goes without saying that companies have had little to no contact with customers since the pandemic began. However, this does not necessarily mean that companies can’t make the customer experience feel intimate. There are a number of ways that cx frontliners and management can sweeten the experience amid social distancing.
The key is to make the customer experience much more personal now, whether you see customers often, seldom, or never; or whether those experiences are through masks, over the phone, or online.
Here are a few things experts have suggested for making the customer experience better at a distance.
Make support personal
People now have less physical contact than ever. As a result, we have been turning to our phones and electronic devices to actually connect with others again. That’s your opportunity to personalise experiences by encouraging customers to spend time talking to your experts. Try giving customers personalised demos or experience on the phone or via conference calls to help talk customers through a crisis or product tutorial.
Try going old school
The handwritten word still holds a lot of sentiment. Not many personal messages arrive in people’s mailboxes anymore, so when one does, it stands out. Try sending personal thank you messages with orders. Maybe include a small gift for your customer’s patronage.
Give frontliners the power to impress
Many companies often tell their frontline staff to do right by customers and try their best to solve their problems. But only some put their money where their mouths are, giving employees the resources to make customers’ experiences personal and special. Some companies are known to encourage their frontline staff to be creative and sensible when interacting with customers. Empowering staff with the ability to provide value-added service to customers will have a positive effect in the long run.
Brush up on social media
Social media is the most common and popular means of communicating with customers in today’s day and age. Many customers even consider social media as a personal experience, as long as they feel connected to a real person on the other side of the chat. That means fewer chat bots and more actual people. While chatbots can help streamline a purchase, nothing truly beats human interaction.
Encourage service professionals who handle your social media platforms to put real photos of themselves in their profile and add something personal (but not too personal) – such as a hobby, affinity for pets or interests.
Never forget to empatise
Do not assume that customers do not want to talk. Give employees extra time to make connections, show extra interest and express concern when necessary. Focus on quality calls, not just quantity.