A note from our CEO, Richard Hanscott
16 Apr 20 | read time 3 mins
Our ability to change has perhaps never been so important. Every organisation is having to think fast and make changes to cope with the severe challenges that the coronavirus pandemic has created.
I am reaching out today to reiterate our commitment to our customers, and to provide a few examples of different industry responses to this situation and how we are helping to keep their customers engaged.
While this remains a developing situation, Commify’s family of brands continue to operate as normal. We are fortunate to be a cloud-based business with a strong Business Continuity Plan, and as such, we have been able to quickly change the way we work in response to the situation. This means that all of our staff can work effectively and safely from home, while providing our customers with the quality service that you expect and deserve.
We believe that the role of communication is more essential now than it has ever been. Everything that has gone before has now changed and people are having to adapt to this new normal. The role that your business can play in this new life very much depends on your ability to communicate. While many businesses are understandably focused on continuity, this moment is also about innovation. To adapt to an unprecedented and highly changeable environment, businesses need to be thinking in new and different ways – communicate in formats that they have never before considered.
Over the past few weeks we have worked with a wide range of businesses to communicate with their customers; here are some examples of how they have innovated and changed to continue to provide value to their customers.
With a drop in footfall and enforced store closures many retailers have concentrated on driving traffic to their online stores and adapting their delivery processes to be in-line with government regulations and keep all of their customers safe.
An example includes retailers sending a text message to customers to alert them that a product on their customers’ wishlist has come back into stock or that a new delivery date has become available. This kind of personalised messaging helps to support customers in a more unique way, than if the retailer were to post the updates on social media for example. The message could get lost in the noise on a social platform and also presents more steps to purchase for the customer. By using a text message, the retailer can be sure that they’re targeting the right customer, with the right message at the right time and hopefully ensure they are more likely to convert.
With the mandatory closure of all restaurants, pubs and cafes the hospitality industry have had to move quickly to feed the nation with delicious, freshly cooked meals, delivered safely to the doorstep. Sending customers a personalised message to explain that their favourite restaurant now provides home deliveries has been critical.
A fantastic example of these businesses using SMS is around safe and secure delivery. A text message can be sent to alert the customer that their takeaway is just 5 minutes away and inform them that the delivery driver will ring their doorbell and leave their order on their doorstep. This ensures that the customer remains fully informed. Text messages have an average open rate of 95%, meaning that the customer will be alerted almost immediately to their food’s imminent arrival.
With schools being closed for the majority of the nation’s children, the communication between educators and parents has never been more important. The variety of ways in which teachers have continued to communicate and support students and parents has been vital to ensure that education can continue at home.
An example includes teachers sending an SMS survey to parents, to understand how the students are getting on with their homework, ensure the student’s mental health isn’t suffering and enable them to make tailored communications with the student going forwards. This is often sent on a Friday to help design the following week’s lesson plan. Sending the survey by text means that teachers can quickly receive feedback, with an average 90% response rate.
We hope that these examples can provide some inspiration, support and confidence in your own business and understand how you too can continue to navigate this changing situation.
Before signing off, I would also like to take this opportunity to thank our real-life heroes in the NHS. Never has our healthcare system needed more help than right now and we are grateful to be able to support their work, if even in a small way. As such, we are offering all healthcare providers, sending emergency communications, 1000 free message credits and full account management support. So if this affects you, please contact us and we will work alongside you to get your messages up and running.
I reiterate that we are here for you all and if you have any questions please do not hesitate to get in touch.
Richard Hanscott, CEO, Commify
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