Businesses worldwide are adjusting to the daily changes caused by COVID-19 (Coronavirus). As people are encouraged to self-isolate, they are turning to remote working and online shopping as an alternative. In the midst of what is a challenging and even lonely time for many people, we suggest you focus on becoming a beacon of light and hope. Even though we are physically self-isolating, it doesn’t mean we have to be totally isolated. Reach out on your social channels and really engage with your friends, family, coworkers, and customers. Brainstorm ways to surprise and delight those around you during these challenging times.
Helping new online shoppers
For many people, shopping online for toilet paper, hand sanitizer and other common household items they normally pick up in their local grocery store is a new experience.
Every day our clients ask us what they should do or say to their customers about COVID-19. The most important thing you can do is reassure your current customers that you are here to help. And make sure that in no way do you come across as exploiting this national crisis by raising your prices or other tactics designed to take advantage of the consumer.
The trust factor
New shoppers want to be reassured you are a legit eCommerce store where they feel safe spending their money. Here are a few ways you can ease your customers’ stress and build trust.
- Display Trust Badges and Security Seals on your Website
- Use a recognized and reputable payment service
- Provide real reviews and testimonies from real customers
- Make it easy to find your Privacy, shipping and returns policies
Dive deeper into this topic by reading our recent blog post entitled: Earning Trust in eCommerce.
User experience tips
Making new shoppers experience as easy as possible is what UX (User Experience) based design is all about. Looking for ways to make your customers’ user experience seamless? Follow these UX tips:
- Make sure your site is optimized for speed
- Keep your navigation simple and direct
- Make your products front and center
Communication is key
Because new online shoppers may have questions, make sure you offer a variety of ways for them to find the information they need including:
- Frequently Asked Questions
- Customer Service Hotline
- Email Form
- Online chat feature
Making sure your contact us page is easy to find in primary and footer navigation and that you give online shoppers options for getting their questions answered.
We also recommend emailing your existing customers to update them on product availability, any changes to shipping costs, delivery times or any other changes you have made within your company to better serve your customers. Learn more about Email Marketing Step-By-Step.
You should also post important updates on your social media accounts. Just remember to be sensitive. The Corona Virus is not a joking matter and is having a huge impact on many people, both financially and medically.
Go the extra mile – free shipping
New online shoppers are not excited about paying shipping fees for items they usually pick up in person. In response, many eCommerce stores are now offering free shipping or reduced shipping costs.
On a more personal note
While working remotely is nothing new for us, we have noticed a little different mood in our video conferencing meetings with clients this week. As many people are working at home, with their kids at home too, we are all seeing a new version of work/life balance. Here are a few of our favorite tips for ways to embrace the new normal and make working at home more fun:
- Listen to the HAPPY SONGS playlist on Spotify
- If weather permits, work out on your patio
- Eat healthy snacks at your desk
- Walk outside while you talk on the phone
- Stock up on arts and crafts supplies
- Dress for success in sweat pants
How can we help?
If you need help solving any of the issues mentioned above on your eCommerce site, feel free to reach out. We work remotely with clients all across America and welcome your questions. Visit us at chelseaandrachel.com today.