Keeping your customers up to date – a fortnightly checklist

With four phases to releasing the lockdown (any of which could change if infection rates accelerate again) businesses need to regularly review customer communications.

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3 min read

It’s easy to get distracted by the day-to-day running of your business, and not notice that your digital content is out of date, which is a real risk at present.

To help you keep on top of it, you could set-up a fortnightly recurring reminder and block out an hour or so to run through this checklist. This will help you quickly review and update your customer communications to reflect the latest Scottish Government guidance as well as your own internal changes.

This will really make a difference when it comes to minimising customer complaints, avoiding confusion about whether you’re open or not, and helping to raise awareness of any new products or services you are offering.

Standard information that may need updated

Check if any of the following have changed in the last fortnight (or since you last updated your content):

1. COVID-19 policies and approaches

  • Check latest official guidance here
  • Are there any new differences between geographic regions that may impact your customers and your business? (E.g. if you serve Scotland and England)

2. Customer service and support

  • Best channels to contact you on and likely response times
  • Opening hours
  • Typical delivery times and costs
  • Minimum order values
  • Refund and returns process

3. Products and services

  • Any new or amended products or services
  • Any unavailable products or services

Channels and content to check

Your standard information may be scattered in content across your various digital channels. So, after running through the list above, take a moment to check if any of the following need to be updated:

1. Website homepage announcement panel

  • Ensure it applies to your existing service provision
  • Flag any major service changes for the current lockdown stage

2. Website coronavirus statement page

  • Explain how you’re complying with the most recent guidelines for both staff and customers
  • Add more detail on any service adaptations you have implemented

3. Website terms and conditions and policy pages

  • Ensure T&Cs are up to date with any changes
  • Update privacy policy if needed (e.g. if you are using any new platforms, or anything relating to customer data has changed)

4. Website and eCommerce product pages and third-party platforms such as Etsy, eBay, Udemy, Gumtree, etc

  • Details and prices of all products
  • Product range
  • Product descriptions
  • Stock levels
  • Delivery details

5. Email footers

  • Update contact details, opening hours and any other information in staff email footers

6. Auto-responses - check content of :

  • Holding emails
  • Messenger auto-response
  • Voicemail messages

7. Facebook pinned post

  • Check it contains the latest information on your service
  • Check links in the post are still relevant
  • Include any new services

8. Google My Business - update your listing as needed for:

  • Opening hours
  • COVID-19 information
  • Key business description

9. SEO meta descriptions and page titles

  • Ensure these represent your current service offering

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