Remote work environments: adjusting your communication with customers

Updated: Apr 28, 2020

In these unconventional times, numerous companies were forced to shift from working daily in their offices to working remotely almost overnight. Adapting to this new environment while understanding the best strategies to improve your communication with customers is a real challenge. So how does your company make sure that it’s addressing your clients critical questions and needs?

This is the tough topic that Nika Fel, Head of Customer Care English Teams at Wix discussed with Megan Bowen- VP Support of Platterz and Vanessa Hannay- Director of Customer Success at Muck Rack during our Life After Offices Webinar.

Companies that want to continue to provide amazing customer experiences during this crisis may need to adjust their service offerings to cater to customers’ current needs. It is important to focus on what you're broadcasting to the world, to ensure both your current customers and new prospects feel heard and understand that you are there for them and willing to provide any support possible in this time when a global crisis is changing the way we all work.

How to adapt during Covid-19

There has been an influx of new issues popping up across the globe that pose a challenge to support teams and company goals everywhere. Coming up with innovative solutions by figuring out which aspects of your business are helpful to people during this ordeal can be a game-changer. We are seeing a shift in how companies are approaching their customers with an emphasis on modifying their offerings to match the current needs of their customers.

A practical example of this approach includes Platterz proactively offering care package options that clients of the service can send to quarantined employees. Muck Rack has also utilized this technique by realizing that some of their lesser used tools, such as their alert or reporting functions, are more relevant than ever for their users and to highlight them accordingly.

Strategies for keeping your customers engaged and connected during this time

  • Limited time special offers

By offering something that you know will truly help people during this ordeal, you provide authentic value to your customers and show you really care.

  • Be aware your clients needs

You must be hyper-focused during a time of transition to be able to hone in on what your clients really need. Then, you can react accordingly to figure out how your company can make a difference.

  • Over-communication

If you don’t speak, you aren’t heard. Ensuring that your clients are aware of the changes you're going through and how it affects their lives will help earn customer loyalty.

How to interact with customers during quarantine

What we’re all experiencing on a global level is truly unprecedented. Therefore, both customers and businesses are dealing with the unexpectedness of the situation simultaneously. It’s helpful to view support communication as a platform to exchange ideas and brainstorm together towards a common goal of shared success. Utilizing a flexible, adaptable and context focused method of communicating with your customers can help develop a mutual respect and appreciation of one another that will provide beneficial insights to both parties. If you base these conversations on empathy and solution-oriented creativity by focusing on what truly matters, you’ll help each other overcome this difficult time together.

Keys to communicating with your customers effectively

  • Be flexible

Everyone is struggling in their own way. Having a flexible attitude during a time of uncertainty will help bolster the mutual respect necessary for a healthy business/client relationship.