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Four ways to communicate with customers when you can’t meet face-to-face

By Alexandra Gavril - June 11, 2020

Just as consumers are adjusting to social distancing, working from home, and navigating previously mundane tasks like buying groceries, businesses also need to adjust and find different ways to keep in touch with customers.

One thing is certain: no matter the situation, where you are in the world or the type of business you’re running, keeping customers engaged and informed is key to building trust and growing your business.

So, without further ado, let’s look at four ways to communicate with customers when you can’t meet face-to-face.

1. Use your site to keep customers informed

Your customers value critical updates. A simple yet effective way to keep them informed is by making announcements and information prominent and easily accessible on your site.

Display a banner or a pop-up on your site to let visitors know about any changes to your website, business status, product availability, delivery options, privacy policy and more.

This helps to set expectations and also to reduce frustration, complaints or support tickets when your site isn’t working or orders take longer to arrive to your customers’ doorstep.

Here’s an example:


Another way to communicate changes or updates to customers is through your FAQ section or page. If there’s any new information your customers should be made aware of or if there’s any topic, question or concern that keeps popping up in conversations with them, make sure to address them in your FAQ.

Check out this updated FAQ page from Ikea:


And here’s another example from the Bergfreunde online shop:


You might think that these small changes won’t make much of a difference but the truth is customers will appreciate you being upfront and honest.

2. Reach out via email

Are you hosting a webinar or a live demo to explain the benefits of your product or service, and how it can help them to be better at what they do? Want to let customers know about an upcoming change to your site or business, or a fantastic promotion they should take advantage of? Curious to know what they think about your newly released online course?

Just reach out via email. It’s such a simple, effective and affordable way to inform, educate, delight and keep in touch with customers.

If you’re not yet using email to stay in touch and build a relationship with your visitors and customers, there’s no better time to get started. The following resources are packed with tips and examples to help you make the most of email marketing:

Just make sure to:

  • Get their consent prior to sending any email communication.
  • Use a personalised email address that matches your business and domain name so your customers know you’re a professional and trustworthy company.

3. Engage on social media

Social media is a great medium to use to communicate with customers when you can’t meet face-to-face. Since your audience already spends lots of time on popular social networks like Facebook, Twitter, Pinterest and Instagram, you’d best be present, active and engaging.

It’s the perfect place to share news and updates, how-to educational content as well as any promotions you’re running on your site. Some social networks like Facebook also give you the option to host live videos and Q&A’s where you can further engage with your customers and answer any questions they might have.

Just make sure you’re using the right channels where your customers enjoy hanging out online. Here are some tips to help you decide which social platforms your business should be on

4. Use video conferencing to communicate in real-time

Looking to move your business online and host classes in real-time or offer consultations via video? Want to demo a product or feature so prospects can get a better understanding of how it works and the value you provide? Need to provide support to a customer who doesn’t know how to use your product?

Video conferencing is always a great option for situations when you can’t meet customers face-to-face. It can help humanise your business and let customers know that you’re dedicated to serving them no matter the situation or where you are in the world.

If you’re using the 123 Reg Website Builder, you can take advantage of the Zoom widget to hold remote video meetings in real-time with your customers. This gives you a simple and quick way to sell services online, talk with your customers, and provide support and assistance whenever they need it.

To take advantage of the Zoom widget, make sure to first get a Zoom subscription.

Wrapping up

Your audience wants to stay informed and engaged whether you can meet them face-to-face or not. So make sure you take advantage of all the ways to stay connected with your customers so they know you’re available and easy to reach whenever they need to.