Demand for groceries and food delivery skyrocketed,
► While many retailers found their websites to be their only storefront, businesses deemed essential faced a unique set of challenges. Sharp, unexpected increases in sales of items like hand sanitizer or flour, combined with twitter database supply chain disruptions, led to product inventory shortages.
Safety and social distancing protocols, including store closures and changes to business hours, had to be implemented and communicated to customers.
A line drawing of a shipping box is superimposed with a blue magnifying glass search icon. Queries around in-stock items grew by 70%, and searches for store closings grew globally by over 300% in the last week of March.
Photo translation: <Queries about in-stock items grow by 70% and searches for store closures grow globally by more than 300% in the last week of March>
► Meanwhile, anxious customers want to know when a store is open and whether the trip is worth it before venturing out of their homes. Google Search data reveals that queries about in-stock items increased by 70%, and searches for store closures grew globally by more than 300% in the last week of March.
For example, searches for “clothing stores open” increased globally by over 900% year-over-year. Top searches include “Are there any clothing stores open near me?” and “when will clothing stores open.”
With so much changing every day and so many questions, it’s no wonder retailers are reporting an increase in customer call volume.
► Some retailers are using custom messaging solutions and personalized communications as a way for customers to quickly get the information they need. And at the same time, they are building relationships that will last well beyond this pandemic. Below are three customer communication strategies these retailers have used. They are helpful for any retailer preparing to reopen.
