How to Connect With Your Digital-Only Customers?

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In the wake of the COVID-19 pandemic, physical activities have completely halted. People are practicing social distancing and are keeping themselves away from visiting retail stores. This requires companies to look past time tested theories of boosting retail performance, and exploring techniques to connect with customers digitally. The following article discusses how companies can become digitally proficient and bloom in this time of gloom.

Bring flexibility in your payment options

More than 70% of the world is under complete lockdown mode. The streets are being patrolled by cops and shops are closed. When the world is going through such trying times, you can neither expect your customer to land up in your retail store nor can you arrange for home delivery. Thus, the only option is to connect with customers digitally and allow them to purchase products through digital portals. If you lack a robust digital payment infrastructure, this is the time you can make it better. Integrate your website with myriad digital gateways like Paytm, Razorpay, etc.

Also, you can increase your gift card extension dates. Gift cards are usually brought way ahead of making the actual purchase. But they have an expiration date. Since your customers are unable to receive products due to the lockdown, they should not be liable for losing gift cards.

In places where complete lockdown hasn’t been enforced, you can tweak your shipment service T&Cs and allow your customers to receive products without the need of signing documents upon delivery.

You should also think about investing in technologies such as AR (Augmented reality), VR (Virtual Reality) and MR (Mixed Reality) where customers can check products before buying from the comfort of their homes.

Use social media effectively

Since people are not allowed to move outside their home, mobile data usage rates have skyrocketed. Everybody is glued on their phone screens and is constantly flipping from Facebook to Instagram to Twitter, etc. This is a great time to connect with customers digitally by building a strong social footprint and finding a place in their hearts.

Make videos, write blogs, and create other marketing collaterals to project your USPs in the digital world. Do you run a bakery? You can create a video displaying your baking skills, write blogs on topics such as “Top 5 ways to bake a cake”, create attention-grabbing brochures, and eye-catching presentations.

You can also offer one of your specialized services completely free or at a huge discount for a limited duration. This will help you build a strong bond with your customers and also increase customer loyalty.

Also Read: Are you team Twitter or a LinkedIn lover – 5 ways to use Social Media to win new businesses

Show your gratitude by doing something positive for the society

As a company that cares, you can do something good for society. You can consider doing charity for a social cause. You can continue paying your employees even when they are unable to come to the office for work. You can repurpose your factories to manufacture essential products such as hand sanitizers, soaps, and masks that are essential for survival during the pandemic. Such initiatives go a long way to connect with customers digitally.

Customers are transitioning to digital at a very fast pace. The current pandemic has only escalated the adoption speed. This calls for companies to increase their digital outreach. Enterprise technology – CRM and ERP – can help you do just that. At Sage, we are home to world-class CRM and ERP software that will help you create a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at

Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.

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