History has shown that a pandemic will creep up every 100 years or so and put an unexpected twist into our business operations. This twist eventually establishes a new normal. Ironically, what the current pandemic has done to customer service is make it better.
As we approach the last month of 2020, we’re still enduring no handshakes, no group gatherings, no business meetings, continued mask mandates and required sanitizing stations. But we’re also discovering a more effective way to connect with customers: digital communication.
This global pandemic has taught us advantageous ways to connect with customers—often more frequently and more directly–than in the past. And, frankly, some of these “new” digital connections have been available for a while, but many weren’t quite ready to take the leap.
How Is It Better?
The pandemic nudge to embrace digital technology has benefited both businesses and customers. With more ways to connect, communication has become stronger. Not only are companies and consumers using more digital ways to talk (video, social, email, text messaging), they’re using those same methods to do business.
For home improvement professionals, virtual showrooms and zoom business meetings are effective methods to share designs and even close a sale. Questions are asked and answered in real time, projects are scheduled, credit applications are completed online and decisions are returned within minutes. Apps are also signed digitally and electronically transferred. The entire deal can now be conducted without the salesperson leaving the business, without the customer leaving the home, and even without a physical handshake.
How FFC supports digital customer service
Provides a custom link for your website so customers can access credit applications
Provides a custom credit application link you can email or text to your customers
Provides customers the ability to electronically sign documents via DocuSign
Provides pre-written emails you can personalize for messages to your customers
Provides social post examples you can use or adapt for your business social sites
Provides a dealer support team trained to support your digital customer service efforts
The Bottom Line . . .
We’re all going through this pandemic together and embracing new ways to conduct business and communicate–with empathy and responsiveness. The pandemic has heightened service in customer service and brought us all up to a new level of digital interaction. Welcome to the new normal!