3. Build coordination and trust between employees
One of the issues mostly encountered by local online businesses under the WFH policy is maintaining effective work communication. With employees working from their own homes, there is a higher chance of misunderstanding to happen as the coordinations are no longer as intense as it was in an office setting. To counter this, Ainayya emphasizes the importance of solidarity, maintaining an active communication among employees while working, and sparking the spirit of fighting together when problems arise. “The key is to build trust among the employees and strengthen the internal bond.”
4. Establish an open communication with customers
There is an inevitable uncertainty in the current outbreak situation. At times like this, it’s vital for online local businesses to establish an open and clear communication with their customers in order to provide messages of assurance when the situation spikes in uncertainty. Aside from assurance, business owners can also effectively inform any occurring issues in operations like a change in the delivery schedule, operational schedule, product stock updates, and other related changes. Sustaining the effectiveness of each owned communication channel is imperative in order to keep the customers loyal to the brand and to help them make better shopping decisions. This is Nature’s Market main principle in avoiding any sort of misunderstanding with their customers.
Simple ways like creating standard templates for customer service questions or putting personal touches to broadcast messages can actually offer a lot to both customers and the business itself. As the situation keeps unfolding, customers would probably ask certain standard questions before they process the payment for their shopping cart; the procedures, the stock availability of the product, the business’ operational hours, etc. Answering these questions doesn’t have to be done in simple responses, instead various methods could be utilized and even bring more engagement to your business. For instance, business owners can answer the questions by creating informative videos or social media posts that tend to be eye-catching from a smartphone screen.
5. Maintain a positive mindset
The COVID-19 outbreak is surely landing blows to almost all business sectors. Moreover, until now, there hasn’t been any reliable predictions regarding the end of this outbreak and when things would go back to normal. This Is April, who had to put their offline store activities to a halt since April 2020, has now focused all their promotion strategies to their online channels. They have also invested in more online distribution channels to make the shopping easier for the customers.
Demands are inevitably making their way more and more to online channels due to the favorable benefits that direct-to-door delivery shopping offers in the current physical distancing environment. Therefore, it is only wise for a business to be following the direction of where the consumers are going. Instead of being in a complete standstill with offline operations coming to a halt, businesses can use a similar strategy to what these local businesses have used: pivoting focus to the online market. We believe it has ultimately become a necessity for a business to have an integrated approach when pivoting, such as having their own website with ready-to-use templates provided by SIRCLO Store, entering the marketplace platforms (Tokopedia, Shopee, Lazada, Bukalapak, etc), and utilizing social commerce (WhatsApp Business API). In simple terms, times like this serve as a reminder that businesses need to invest further in online sales channels that are strategic to reach their target audience.
With all the tips mentioned above, all in all brand owners need to be aware of the importance of communication and mindset when navigating their businesses in the present concerning time.