Managing through and building resilience during the coronavirus (COVID-19) outbreak.
At Facebook, we’re working to keep people safe and informed about the recent outbreak of coronavirus (COVID-19). We know that as members of the communities you serve, businesses like yours may also be experiencing unexpected challenges, and we’re committed to providing as much support as possible.
Here are 5 steps you can take today:
Keep yourself safe and informed.
Stay up to date by following credible, official sources like the World Health Organization (WHO) and your local government health department so you can respond quickly to changes that could affect you or your customers.
Stay in touch with your customers.
Proactively share important information with your customers using email, your website, Facebook Page, Instagram Business Profile, or however you typically connect. Remember that you can pin important posts to the top of your Facebook Page for quick viewing. You might include information about the measures you’re taking to make your premises or products safe, or how you will handle customer inquiries if there are expected shipping delays.
You can also update your Page hours to show your customers how and when you’re available for business. Notify customers of any changes or modifications to your availability or services by updating your Page Info and selecting Open With Service Changes or Temporarily Closed, depending on your situation.
Bring your business online.
If possible, consider providing your products or services online.
- Promote digital gift cards for your business on Facebook. Set up a gift card with one of our partners so people can easily discover and support your business.
- Host webinars or organize live sessions on social channels, such as Facebook or Instagram, if you need to postpone or cancel any planned events as a result of the outbreak.
Prepare a customer service plan.
In order to be responsive and transparent with your customers during this challenging moment, prepare for incoming questions and requests. Consider drafting templated responses for your emails or set up instant-reply messages with information you expect your customers will be looking for. Connect with your customers for free in real time using Instagram Direct Messages , Messenger or setting up a WhatsApp Business profile.
Provide a list of frequently asked questions (FAQs).
Prepare a list of responses for questions your customers are likely to ask, and provide as much detail and reassurance as possible in your answers. Here is an example of what an FAQ could look like:
Q: Can I cancel my order (travel tickets / educational programs / gym memberships)?
A: Of course we will cancel your order / reschedule or cancel your trip / pause your membership on request. Once your order is cancelled, the spend amount from your original purchase will be refunded to your account. We look forward to doing business with you again soon.