A couple of weeks before the UK lockdown, I was booked to be spending a relaxing week in Rome with my partner. Obviously, we decided not to take our holiday in the end, and our flights were cancelled shortly after. But no matter how hard I tried, I couldn’t find any information about my flight (other than it being cancelled, of course). No refund notification, no information about how to request one, and I could probably learn to pilot my own damn plane before I get through to a customer service agent, right now.
I don’t know about you, but I’ve been searching for help in navigating the uncertainty during the coronavirus pandemic wherever I can, and FAQ pages and customer self-service centres have been a huge part of that.
It’s more important than ever to put all your efforts into making your customers feel supported and cared for, and self-service channels like Salesforce Communities and portals are powerful tools for this.
Online communities not only help you build deeper connections between your business and customers, but they also help your customer service agents by reducing the number of cases you might be experiencing right now.
To make sure your self-service channels are helping your customers during this time of crisis, here are a few quick things you can do:
1. Update your FAQs and Knowledge Articles
Identify and add more of your new frequently asked questions to your FAQ page and Knowledge Articles. There’s bound to be loads more than usual!
You could host daily 10-minute meetings with your service agents so they can help each other. Or, you could create a collaboration document so your teams can regularly and easily update frequent customer queries related to the crisis.
This is a shared document where your team can record and share how they’ve helped customers. We use Quip for this, which makes it super easy to keep everyone on the same page (literally) on the fly, no matter where we are.
2. Update your messaging
To show you’re sensitive to what your customers are going through, your messaging might need an edit. If you’re not sure where to start, see this blog for some marketing tips during the crisis.
The main thing to remember is to let your customers set the tone; they want to be helped right now, so do so in a compassionate way and put the relevant customer support info at the forefront of everything; don’t leave them in the dark.
3. Ask for customer feedback
A great user experience (UX) is as vital as ever – you need to not only make using the Community a breeze for your customers, but to also make sure your service agents aren’t spending their time helping users navigate it.
Instead of receiving hundreds of messages about their difficulties using your Community, create a quick user experience feedback form. This will help you eliminate repetitive tasks and quickly make more informed decisions on where to improve the user interface of your Community, while also letting your customers know you’re already thinking about ways to improve things for them.
4. Check out Salesforce Care
What is Salesforce Care? It’s how Salesforce is helping companies of all sizes navigate COVID-19, involving a suite of super helpful and quick-to-implement products like Einstein Bots, Salesforce Maps, and Marketing Cloud Social Studio that are free for 90 days. Check out this lovely video for more info:
5. Talk to us!
We’d love to have a chat with you to identify some bespoke quick wins for your Community. Beam a message directly to David, Mark and Paul via our ‘fancy a chat?’ form and they’ll set up a call to help you out.