Timing and proactivity are both essential when it comes to lockdown shopping communication. Keeping customers up to date is something you cannot afford not to do at this point. There have been many horror stories about local etailers failing to deliver, breaking promises, not responding to emails or calls, and angering customers in the process. Although there is no doubt that factors such as stock availability and supply chain bottlenecks are a major cause of problems at the moment, the issue is not so much on the problem itself but also how the problem is handled.
Lockdown Shopping Communication Campaigns
Keeping customers informed right from the start, from the moment they sign up for an account, is the best way to prevent lost sales. In this guide, we take a look at the most essential lockdown shopping communication campaigns you can run alongside your regular ecommerce marketing campaigns to avoid problems taking over.
Even though most ecommerce platforms already have these messages and process in place, optimise the content and visuals so that it’s exactly in line with your online store. The messages you can optimise:
1. The reassurance email
This should be the first email in your sequence, to be sent after potential customers sign up for an account and receive their standard welcome email. For best results, it should be sent close to the welcome email so that customers know how you are operating before they make a purchase. In this email, your goal is to give customers peace of mind and tell them what you are doing to make shopping safer and easier. You could include a list of precautions you are taking with deliveries, clearly displayed customer care contact details, realistic delivery expectations, and anything else that sets customer minds at rest.
2. The incentive email
You can also give customers a little nudge to make them want to purchase. You don’t have to go overboard. Most stores offer discounts or points for new customers as it is, usually once customers have made their first purchase. Rather than a ‘tit for tat’ approach, think about how you can add genuine value, with nothing expected in return aside from happy customers. If you have a physical store, you could offer a click and collect option. If you are purely online, you could offer free delivery during lockdown, regardless of order size.
3. The logistics email
Finally, the most important email of all is the logistics email. This one will be sent after an order has been placed, and after the order confirmation has been sent. In this email, you are clearly outlining your delivery procedure and times along with any points relating to stock availability. It is better to be on the side of caution and give a longer delivery date rather than a shorter one. If there are unforeseen delays and you have promised delivery in a few days, you will have unhappy customers. If any problems arise after between order and delivery, be sure to keep customers updated. Make it as easy as possible for customers to track their order or speak to someone if they have concerns.
Lockdown Shopping Communication
When you plan out these emails and make sure that they are all about the customer rather than a chance to promote or sell, you will have a good chance of building loyalty and driving more sales in the process. Put some thought into your messaging campaigns to see how you can perfect your lockdown shopping communication strategy.
