The COVID-19 pandemic has impacted most small businesses. Business owners are facing significant challenges to their daily operations and have had to temporarily shut their doors or perform a significant business model pivot.
Communicating directly with customers is more vital than ever. With a 98% read-rate, texts offer the single most important channel for small business communication. Our goal at Bespeak is to help small businesses succeed. With that, we’ve compiled a list of common problems businesses are facing right now and the most powerful tools small business owners can use to maintain and even grow their business during this time.
1. Government closures are forcing business to transform
Our best restaurant merchants are doing take-away curbside family-style meals with to-go cocktails. Gyms and health clubs are holding paid and free community classes online on platforms such as Zoom. Retail store have opened online stores with curbside pickup for shop items. Partners should reach out and help Merchants embrace the pivot and find new and innovative ways to serve their customers.
2. Changes will continue to happen
Timely communication is key. Help your Merchants stay in touch as they navigate the current ‘normal’. Now is a perfect time to reach out to Thrive customers to make sure they have updated their websites. Things have changed drastically over the last few weeks and they will continue to change – keeping your website up to date with new hours, services, etc. as well as using broadcasts to keep customers in the loop is essential. You must make it easy for customers to be able to access your services and goods. Make sure they know you are open via text and update your website regularly so they have a resource to check when they are in buy mode. Smart Partners offer pre-paid text packages to enable members and employees to text to join for important updates.
3. Current and past merchants have the same struggles
Reach out to Merchants who have used your solutions in the past, they are currently facing the same struggles as your active Merchants. Now is the time to comb through suspended and canceled merchant lists to let them know they still have a database of their customers and that can be used to help them re-engage and communicate they are still ‘open’ for business.
We recognize the importance of your Merchants staying connected with their customers during this time. With changes happening minute by minute, consistent and timely communication is essential. During March and April of 2020, we will not charge Partners for any SMS messages that exceed their monthly average over the previous 3 months.
This time in history can be one of customer engagement and business growth. We will use Bespeak Roundup to help you stay abreast of ways to connect. If you have any questions or require support, please reach out.