When something unexpected happens, what is the best way to handle it? Is there a set of instructions we can follow? Is there a general agreement on the correct approach? Unfortunately, there is not.
With the current COVID-19 crisis going on, many companies are struggling to keep up with their business; we had never faced something similar before.
Because of this, remote work has become the new normal for everyone. Maybe some companies were already use to working like this, but for many others, this is unknown territory.
Communication is a key factor during this time, and luckily we have emails to help us, but there’s a few things you should keep in mind before emailing your customers.
No one wants to waste their time reading meaningless information or have their inbox full of daily emails.
We understand that you want to make sure your customers know that you’re doing everything you can to maintain the same level of quality and service, but you don’t need to fall for the excessive. As we mentioned, emails are a great communication tool and that’s why almost every company is using them to reach out to its customers.
Why you should email your customers during COVID-19?
Whether it’s because your products or services are being impacted by COVID-19. Or because your customers are in needs of updates or any information regarding this. Maybe it’s, because you have useful information to share, or because you’re doing something to help your customers during this time. The important thing is knowing that your email has a purpose.
Just like every type of communication that comes from your business, you need to be careful with what you want to share. We’re not saying you should avoid communication; that’s another big mistake that many companies are making.
If everything is doing well with your business, and you’re not being affected in any way during the COVID-19 pandemic, that’s great. However, maybe your customers are being affected, and it’s your job to be there for them.
Probably, you already received a couple of emails regarding COVID 19 circumstances, but did you actually read them? Did you find them useful? Think about that before having your company send an email.
These are the type of emails your customers want to receive.
- Safety tips
Everyone wants to stay safe during a pandemic. The most popular news or articles are the ones talking about how to avoid contagious. No matter the niche or industry that your company belongs to, safety tips are something that everyone will appreciate.
- Useful content
This is where we need to stay away from sales and money mentality. You had the chance to sell your product many times before. Think about your customers first, and your business second. If you have something useful that can help your customers share it. Does your business offer virtual services? Do you have some valuable tips for working remotely? Share it.
- The continuity of your business + the measurements you’re taking
Let’s say your company is facing some issues while dealing with the COVID-19 pandemic. You need to make the first move and communicate it to your customers. If you’re offering a food delivery service but you’re dealing with extra waiting time, communicate this to your customers.
Transparency is a key factor during all times, but right now it is more important than ever.
- Check-in emails
Customers love feeling noticed. An email to let them know you are available for support to get through this period is a great way of showing them you care about their well-being.
- The good things
There is good news even during this time. Many patients are winning the battle to COVID-19. Some countries are finally seeing a decrease in the spread of the virus. Quarantine measurements are working. Seeing the bright sight of things is something worth to share at all times. This is the type of content your customers need to know right now.
Managing your company’s emails may sound a bit chaotic. Especially when you have a big database, but with the right tool there’s nothing to worry about.
Freshsales is the CRM that will help you manage your sales and close your deals faster. It works with an AI- based lead scoring system, including email, phone, activity capture and more.
Thanks to its email integration you can send, manage and track your emails from your CRM:
- Access your customers and prospects emails in Freshsales.
- Get real-time alerts on email opening, clicks, and new emails.
- Schedule emails at the date and time your customers are most likely to read them
- See your emails linked to the appropriate lead or contact’s record.
- Sell from any inbox, forward or BCC emails, and follow up on conversations.
You can try Freshsales for free! Sign up here.
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