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Did you watch the OnePlus April 2020 launch event?<\/span><\/i><\/p>\n After months of anticipation and multiple speculations, I finally had the opportunity to see what new specs made their \u201cLead with Speed\u201d series special and what\u2019s new for the customers. But that\u2019s when something else caught my eye.<\/span><\/p>\n For the first time, I saw a flawless presentation without in-house spectators. And honestly, it\u2019s not just brands like OnePlus who\u2019ve ended up witnessing a scenario such as this. Businesses across the world are forced to take a hit due to the COVID-19 spread. However, one good lesson that came out of this situation was <\/span>proactive communication<\/i>.<\/span><\/p>\n Months before the event, OnePlus created a hype among its customers. They interacted with their followers on a regular basis through their active Twitter and Instagram pages.<\/span><\/p>\n With the right measures for constant customer communication during the Covid-19 pandemic, OnePlus successfully managed to overcome a lot of roadblocks (if not all). This proactive communication helped them work towards reinstating the brand loyalty, especially when <\/span>19% of consumers<\/span><\/a> feel less brand loyal and investing in whatever is available. Otherwise, we are left to see figures such as these:<\/span><\/p>\n In March 2020, Statista revealed that \u201c<\/span><\/i>25% of respondents<\/span><\/i><\/a> accepted how they faced troubles with the supply chains, such as decreased availability from usual suppliers.\u201d<\/span><\/i><\/p>\n And mind you, this is just one of the roadblocks both customers and brands are subjected to during the Coronavirus pandemic. Some of the other roadblocks that workers and business owners had to face as a result of the pandemic also include:<\/span><\/p>\n Now, this is the kind of wildfire you need to be prepared for and effective proactive communication measures can do the bit for you.<\/span><\/p>\n That\u2019s why in this article, we plan to cover some of the top steps you should act on now to improve your communication and let customers know that you are more than proactive to manage their incoming concerns and queries.<\/span><\/p>\n So, without further adieu, let\u2019s get started!<\/p>\n Did you know that <\/span><\/i>66% of respondents<\/span><\/i><\/a> from the United States indicated that they have a more favorable view of brands that offer or contact you with proactive customer service notifications?<\/span><\/i><\/p>\n And this number only rises on the global level. But the fact is, your customers appreciate it when you are proactive and communicate things beforehand. And such a gesture during the pandemic would leave an everlasting impression of your brand.<\/span><\/p>\n However, you need to be careful when planning ways to execute measures for proactive customer communication during Coronavirus. And having the right mix of tools is the first step towards progress.<\/span><\/p>\n And rather than opting for a multichannel customer service approach<\/a>, think about omnichannel instead. In times when customers are already stressed and are looking for answers (prompt ones), the last thing they would like is to repeat themselves.<\/span><\/p>\n Learn More About:<\/i><\/b> Difference Between Multichannel & Omnichannel Customer Support<\/span><\/a><\/em><\/p>\n With an omnichannel customer support process<\/a>, your operators would easily cater to the growing expectations of the customers and even initiate proactive conversations that bring their minds at ease.<\/span><\/p>\n Now that we know that omnichannel approach is the best way to offer proactive support, let\u2019s dive deep and take a look at the top\u00a05 proactive communication steps you should take to help your customers better.<\/span><\/p>\n This makes it all the more crucial for you to decide what you\u2019d really like to communicate to your customers. That\u2019s why the first step towards communicating with customers during Coronavirus.<\/span><\/p>\n Before initiating the conversation with your customer, it is important that you work towards the intent of your message. For example, Amazon decided to keep its customers updated on the delivery process and how shipping delays are an outcome of the pandemic.<\/span><\/p>\n So you notice the banner they added above the navigation bar? That is one way to let your customers know what they can expect when the world is hit by COVID-19. Other ways to express your intent besides using banners or sending emails is to use a live chat tool that helps you add announcements on the website.<\/span><\/p>\n For example, ProProfs Chat helps you notify customers about service updates or even sales via the Announcements feature. Once you create and add an announcement, it will look something like this:<\/span><\/p>\n Learn:<\/i><\/b> How to Add Announcements With ProProfs Chat on Your Website<\/span><\/a><\/em><\/p>\n \u201c<\/span><\/span>Support operators handle over <\/span><\/span>1 million<\/span><\/a> messages a day<\/span><\/span> in the current situation of COVID-19.<\/span><\/span><\/span>\u201d<\/span><\/span><\/em><\/p>\n Tweet this<\/span><\/em><\/p>\n Exactly, your customers have more doubts, issues, and questions about your services and products. All the more reason to approach your brand for support. And this rise in customer support demands is pushing you to take action to help your customers faster.<\/span><\/p>\n However, be proactive when planning to provide support to your customers<\/a>. That\u2019s because missing out on a support request during these testing times might also result in losing the customer altogether. <\/span><\/p>\n Here\u2019s what you can do to help your customers proactively:<\/strong><\/p>\n The first step towards communicating to consumers during the Coronavirus outbreak is to be proactive. And live chat software<\/a> helps you do just that.<\/span><\/p>\n Watch:<\/b> How to Install & Customize Live Chat to Your Website in Under 5 Mins\u00a0?<\/strong><\/p>\n![\"OnePlus](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/04\/OnePlus-Proactive-Communication.png\")
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<\/span>How to Provide Proactive Customer Communication During Coronavirus<\/strong><\/span><\/h2>\n
![\"Proactive](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/04\/Proactive-Customer-Communication-During-Coronavirus-1.png\")
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\n<\/span>Top 5 Proactive Communication Measures You Should Take Now!<\/strong><\/span><\/h2>\n
<\/span>Measure 1: Decide the Intent Behind Your Message to the Customer<\/strong><\/span><\/h2>\n
Kit Yarrow<\/span><\/a>, a consumer psychologist, in her recent interview expressed, \n<\/span>\u201cTone-deaf marketing messages that fail to read the room \u2014 like a \nwool-themed fashion email blast hitting inboxes during a September heat \nwave \u2014 will fall flat no matter the socio-economic climate.\u201d\u00a0\n\n<\/span><\/i>She further explains this statement by saying, <\/span>\u201cBut during a global health \nand financial-solvency crisis like COVID-19, they will sound like nails on \na chalkboard to consumers, threatening to imperil a company\u2019s brand equity \nlong after the dark days have passed.\u201d<\/span><\/i><\/pre>\n
![\"Amazon](\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/04\/Amazon-delivery-strategy-during-coronavirus-1024x345.png\")
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\n<\/span>Measure 2: Work on How to Help Your Customers<\/strong><\/span><\/h2>\n
1. Use a Live Chat Software<\/strong>
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