notifications and frequent communication is critical to minimizing contact

Minimizing Contact: Navigating the New Rules of Engagement


The very nature of doing business has changed; whether it’s delivering products or food, or providing services in the home. CDC guidelines and government guidance has meant that businesses must not only be very nimble during this time, but also cautious and thoughtful about each and every customer interaction.

These new problems come as stay-at-home orders and social distancing guidelines have changed consumer buying behavior dramatically. Organizations must move quickly to adapt to keep their employees and customers safe and their companies profitable. 

How can brands safely meet customer needs and benefit their business? 

Creating safe and stress-free customer experiences are more essential now than ever. But with businesses pushed to the brink of capacity and customer anxiety at an all-time high, it can be difficult to provide customer service excellence, protect staff and create efficiencies. The good news is that consumers are more open than ever to using digital solutions to minimize interaction. Here are some ideas to consider:

  • Proactive Reminders: Make sure your customers are prepared by providing proactive reminders through SMS and push notifications. 
  • Increased Visibility: Whether you are delivering an order or providing a service, increasing visibility is key. Allowing a customer to see exactly when their order or technician will arrive creates the foundation for a contactless experience. 
  • Clear Communication: This new normal can be confusing. It’s important to have easy and direct communication with your customers so they know what to expect and how to behave. Multiple channels for communication including IVR, chatbots, and direct messaging can decrease confusion and allow for easy communication. 
  • Effective Prioritization: If you are offering pickup, having the order ready on time can have a big impact on social distancing as customers are simply picking up their orders and leaving, instead of congregating. Location data from customers picking up from your store can help your employees prioritize orders and provide incredible customer service. 

As businesses navigate these new rules of engagement, technology and creativity will play a central role in rebuilding. Proactive notifications, clear communication, increased visibility and effective prioritization are all key to ensuring customer comfort and security.