5 ways to use social media to engage with customers during a crisis

In communities across the country, people are hunkering down and holing up in the wake of COVID-19. Which means some of the ways you’ve been communicating with your customers are off the table. The good news is, there’s still social media.

In this post, we’ll list six things you can do to keep the lines of communication open using social media.

1, Update your social media profiles.

  • Reducing the number of hours their physical locations are open
  • Switching to a digital payment model if appropropriate
  • Moving all appts, meetings or sessions to an online platform like Go to Meetings or Zoom

2, Share real-time updates to the masses

  • Facebook Messenger allows messages to be pushed out to numerous groups
  • Instagram Live to share snippets of good news, design progress walk-throughs and more
  • Streaming in real time can help offset the sense of isolation everyone is feeling.

3. Create a social media calendar.

  • Creating a content plan for the next few days or weeks can do two things:
    • Make you feel better, because it’s something tangible you can do
    • Ensure that you’re posting regularly

4. Share helpful blog posts and videos.

  • Find articles, videos and infographics that can help your followers who may be staying home more. For example:
    • A developer could drone footage of their new community
    • An architect or builder could show 360 tours of their upcoming home designs
    • Mortgage lender can show the cost benefits of a refinance or new home purchase with a interactive infographic.

5. Build community through asking and answering questions.

  • Many of us are accustomed to seeing people all day every day — from the office to the grocery store and our kids’ soccer games. Without that human connection, it’s even more vital for us to find ways to relate.
  • As a business owner, you can help by asking your followers questions like “What’s your favorite binge show?” or “What are you reading right now that you can’t put down?” and answering questions when they have them.

All in all, the key is to participate and be part of the conversation — it will help that vital connection and you might make some new friends.


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