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    Tag: COVID-19

    How to handle customers displeased by long waiting times, delayed shipping amid the pandemic

    Posted on by Alex Wilks

    You’ve been living amid life-changing events and it’s important as an e-commerce business owner to focus on providing professional digital marketing and to be mindful of the situation around you to revamp your services accordingly. Such initiatives will boost your company’s reputation and also help to improve the overall experience for your clientele. After all, putting customers before the profits will give you the power to earn their respect and loyalty. So, if you’ve been on the receiving end of some displeasing calls or emails lately, perhaps it’s time to consider a change in the way you handle purchaser complaints. 

    Write personalized emails to your customers

    While automated communication will give you some added time to dedicate to other tasks, these types of emails lack personalization and have the potential to lose much of their meaning. That’s why personalization is an essential marketing practice that should be used for both your new and long-standing customers! Aside from ensuring that they’re recognized and valued as individuals, personalized emails tend to stand out from the generic sales pitches in your inbox with highly relevant and tailor-made content that strengthens your customer relationships and even increases the likelihood of being opened and clicked.

    So, during these unprecedented times where your supply may be on backorder and postal services are shipping essentials first, be sure to reach out to your customers to let them know that while things are a little slower than usual, you’re working around the clock to keep business moving and to provide the same standard of service. 

    Provide customers with lots of updates

    Whether your manufacturer is behind on fulfilling business orders or your shipped delivery are being delayed, you need to continue to update your customers with their new estimated delivery times. While both of the above examples are things that are beyond your control, it’s important to take ownership by apologizing for any inconvenience that may be passed onto the consumer. Some business owners even consider overestimating their shipping dates, that way if they adjust the delivery date to something sooner, customers are happy with the speedier level of service. So, since shoppers often base their purchase decisions on an expected arrival date, it’s important to put yourself in their shoes and be honest about the quickness of your turn-around time.

    Seeing that it has been a few months since the start of the pandemic, and most shoppers are settled into the new system, they should anticipate their purchases to have flexible delivery times. However, sending off a quick update is a great means of satisfying customer service and helps to remind shoppers that you appreciate their business and are dedicated to ensuring that their order arrives as soon as possible. 

    Use the power of social media to relay information

    Just like you’re able to spread the word about a new product or service by using your social media channels, you’re also able to discuss shipping delays. Be sure to present your updates using a lively energy, especially if the discussion presents an issue that impacts your customers. For example, we recommend selecting an image that’s personable and full of expression to be paired with a short, sweet explanation, “While the shipping and delivery of your orders may be experiencing delays, your order will be worth the wait!”  

    For those who don’t know how to probably word or respond to customers through social media, you should also consider hiring a professional digital marketing agency to manage your campaigns and ensure that your brand followers receive the help and attention they need until we get back to a new normal. 

    Do you have another communicative means for dealing with unhappy customers? Drop a comment below to have it added to the list.

    3 ways to change up your digital marketing strategy to go with the flow of the coronavirus pandemic

    Posted on by Alex Wilks

    With most physical storefronts closed to fend off the spread of the virus, many customers have averted their attention to online shopping, allowing them to remain at home and have their items delivered safely to their front doors. So, while e-commerce operations have always been popular, the extended closures have attracted turnabout consumerism from those who may have never considered the conveniences of online shopping before. Thus, to keep up with the demand and remain prevalent in your industry, it’s time to invest in and change-up your digital marketing strategy to captivate and invite new, networked clientele. After all, catering to their needs may turn them into recurring customers post-pandemic.  

    Take advantage of consumer immobility 

    It has become increasingly challenging to grab hold of both essential items, let alone trivial products that bring happiness to your everyday life, which is why it’s a paramount time for e-commerce businesses to start reaping the benefits. Online shopping is safer for the elderly and immunocompromised, as well as just a regular family who’s concerned about contracting the virus while fulfilling the items on their much-needed shopping lists. So, in a time where we’re being told to stay home as much as possible, e-commerce is the ultimate, safe-guarded way for consumers to purchase merchandise. Although, the real question is which digital marketing strategy efforts would work best to further your chances of increasing business conversions online?  

    Search Engine Optimization will get you noticed

    Whether you possess a small or large budget, SEO is one of the most valuable digital marketing tactics for business owners who’re trying to get noticed above their competition. This optimization process helps to increase the quality and quantity of your website traffic by expanding its visibility to users who’re searching for specific keywords using popular search engines. While you can pay the big bucks to purchase a paid ad placement, a professional digital marketing company can work with you to climb the ranks and achieve this on a tighter budget.

    Social Media Marketing gives you a voice 

    Since many professions have been laid-off until the economy can offer them a return-to-work solution, more and more users are spending additional time perusing their social media accounts. Now, since social channels are riddled with information and advertising, it can be difficult for you to get organically noticed, which is why a social media marketing strategy could benefit your online business. When you have a regular posting schedule you’re able to maintain a professional online presence and slowly build up trust with targeted users who choose to follow your accounts. The best part about social media marketing is that you’re able to answer customer questions promptly and offer immediate feedback to those who may have had a negative purchasing experience in the past. 

    Email Marketing drives brand awareness

    Promotional sales, company briefings, and product information are best delivered through a disclosed, professional email. After all, new and recurring customers have the choice to opt into these announcements and through some targeting and personalization tactics, businesses can increase their traffic, analyze metrics to see what’s working and optimize their time and budget effectively by organizing campaigns that will perform and reach well. It’s always best to work alongside a digital marketing agency to find an email strategy that will allow you to boost sales and build more prominent brand recognition! 

    Which of the three strategy suggestions above have worked wonders for your e-commerce business? Drop a comment below to share your experience with our readers.