Leverage technology to ease customer service demands

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More than 1 in 4 shoppers say brands could be more helpful to them by training their customer service teams on how to better handle needs in the moment.

With that in mind, are you providing customers with the kind of support they need in the environment? Use your teams and chatbots to clarify customer service updates, be transparent about expectations, and point out helpful resources.

Enable and verify customer messages on your Google My Business profile as well, so customers get responses quickly and easily.

A grocery store shopping cart with a message bubble hovering over it. Over 50% of US shoppers want to hear how brands and companies are responding to the crisis."More than 50% of American buyers general manager email database want to hear how brands and companies are responding to the crisis"


Use prime real estate for critical information alerts

We know that over 50% of US shoppers want to know how brands and businesses are responding to the crisis. Use your site’s homepage to share information about how you’re supporting customers.

Be authentic, avoid corporate language and make sure your banners and other site notifications are simple, yet distinct, with calm colors and fonts.

Also remember to allow users to easily close any banner with an “X” so they can continue browsing.


Make your product offers and promotions relevant

The closure of non-essential stores and ongoing shelter-in-place orders have disrupted consumer routines and changed priorities. Is what you feature on your site relevant to this new normal? Are you promoting the products that can help your customers the most?

Nearly 40% of U.S. shoppers say they can't find the products they need or want to buy and have purchased brands they wouldn't normally buy during this time.

The new Retail Rising Categories tool on Think with Google can help businesses keep pace with rapidly changing consumer needs during Covid-19.

A smartphone showing a tank dress with a price tag on a hanger. 1 in 2 US consumers reported they're buying the majority of their items online.7. Adapt your creative and media campaign strategy

As routines and schedules change to meet the demands of social isolation and shelter-in-place orders, so do shopping behaviors. Make sure your brand campaigns and creative assets reflect this.


Update your content to attract shoppers to your site instead of physical locations that may be closed.

Pause campaigns in regions where you can't operate or where content may appear insensitive, such as areas where the supply chain is disrupted or stores are closed.

Make any brand message or creative relevant and empathetic. Check out these 5 guiding principles for media teams.

Use automated solutions that respond to real-time signals to keep up with customer demand and optimize within your digital budget.


Be consistent across all channels

In this turbulent environment, people are struggling to find information they can trust and are turning to the internet to find it. Nearly 60% of American shoppers searched online for what was open or closed near them in the past week.

Whether you're communicating product availability, shipping times, or brand messaging, make sure your messaging reflects what's on your site.