The Importance of Online Communication During the COVID-19 Pandemic

People are harder to reach than before. Offices are closed, and, not to mention, so are many stores. The coronavirus crisis is already having a huge impact on the business world. As online marketers, we say: Communicate online—especially now!

Making the most of your social media and website is more important than ever. Many people’s online reach is increasing now that everyone is working from home. So what you post and write on your website or social media is being seen right now. TMC is here to help you and/or your team with these tips, so you can successfully adapt to the “new normal.”

Let the customer know that you're available

The COVID-19 crisis and all the associated measures have not gone unnoticed. You also heard more and more reports of stores closing as a precaution. Fortunately, more and more stores are now reopening.

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These days, it’s not a given that you’ll be available or open to customers from 9:00 a.m. to 5:00 p.m. When things really go wrong, you might not have the resources or staff to answer all questions as quickly as usual. Don’t just leave it at that! Make sure customers know you’re available and how they can reach you. For example, is your business physically closed? If so, let customers know that you’re available online and/or by phone. For instance, post a message on social media and publish a news update on your website so customers are in the loop.

Measures? Tell me more!

Is your business still operating? Your (potential) customers will definitely appreciate that! But that doesn’t mean they aren’t concerned about themselves and society as a whole. That’s exactly why now is the time to communicate. If necessary, let your customers know how seriously you’re taking this crisis. Let them know what measures you’re taking. For example, let them know that your staff is working from home. And if there are people in the office, specify that there are no more than 2 or 3 people there. You can also mention that the office is cleaned every day and that hand sanitizer is available at the entrance for them to use upon arrival. This reassures your customers and shows that you’re a safe and reliable business.

Adjusting Expectations

Unfortunately, every business is feeling the impact of the COVID-19 crisis. For some, the impact is greater than for others. We still can’t predict the future, but we can see what the effects will be in the coming weeks. All the measures in place and reduced accessibility will inevitably mean that the service you offer—or are able to offer—will, unfortunately, change. Of course, this doesn’t necessarily mean the service will be reduced, but it will be different. Customers want to know how the service is changing and what it will look like in the future. So be sure to communicate this through your social media and your website. This transparency builds trust with (potential) customers. Of course, it can also have a hugely positive effect on your service. Perhaps there’s a huge demand for your products or services. Do you run an online store selling face masks, for example? If so, there’s a very good chance you’re currently seeing a massive spike in sales. In short, it’s important to communicate with your customers. For instance, let them know that delivery times will be a bit longer than what they’re used to from you.

Keep your followers updated via social media

In times of crisis, it’s very important to keep your social media followers informed. Keep it personal—show them how you or another employee is working from home, share a video of how your team is collaborating right now, or run a fun giveaway. This adds a personal touch to your business, and most customers will really appreciate it. It also gives you the chance to inspire other teams and companies by showing how your team is handling this situation. And if you’re feeling adventurous… Try something new! For example, go live on LinkedIn, Instagram, or Facebook to share your expertise or just have a casual chat with your followers.

Keep an eye on your campaigns

Even though communication is extremely important these days. There are also some things you might be better off not posting just yet. If you have a campaign ready to go featuring people partying at a festival, it might be better to save it for next year or keep it in your own collection, since all summer events have been canceled this year… So take a look at any posts you may have already scheduled for social media and which campaigns you have running through Google Ads and social media advertising. Of course, you can also choose to stop advertising, but then there’s a good chance you won’t be able to reach your customers anymore.

TMC Media considers communication to be very important. We understand that it’s more important than ever for clients to respond flexibly and creatively to the rapidly changing reality and the corresponding ways to reach their target audience. In any case, don’t put your online communication on the back burner—stay active online and keep communicating. That’s more important now than ever!

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