Tips on how to engage with your customers during disruption

Sonic Digital Media

Here are some great tips from Facebook on how to still connect with your customers during this uncertain time. 

If you are currently closed, business is slow or starting to pick up some momentum, there are new skills you can learn and use in your business.

There are some great ways you can still engage with your customers on your Facebook, Instagram, Messenger and Whatsapp platforms.

Pick one of the 3 scenarios that apply to you:

My business is Temporarily Closed: How do I continue to connect with my customers?

Share Updates

Share important information with your customers using your Facebook Page, Instagram Business profile or however you typically connect.

  • You can update your business hours on your Facebook Page and other online services.
  • You can share important information about your business by pinning posts to the top of your Facebook Page or updating your Instagram bio.

Answer questions

Let customers know that they can call, email or message you with questions. You can use the following to save time when responding to frequently asked questions on Facebook, Instagram or WhatsApp Business:

Engage with Customers

Even if you can’t conduct business as usual, you might consider how to keep customers engaged with your business.

  • Try posting “how-to” videos, behind-the-scenes photos or going live on Facebook and Instagram.
  • Keep your business front of mind with your customers until you reopen by posting photos and videos of your products, services or portfolio.
  • Ask customers to recommend your business on Facebookand other review platforms.
  • Give customers a way to support your business by setting up a fundraiser.

Business is Slow: Where should I focus my marketing efforts?

Share Updates

Share important information with your customers using your Facebook Page, Instagram Business profile or however you typically connect.

  • You can update your business hours on your Facebook Page and other online services.
  • You can pin important posts to the top of your Facebook Page, or update your Instagram bio, to let customers know about temporary service changes such as collection, delivery or online services.

Answer Questions

Let customers know they can contact you with questions about your business hours, product availability or order status. You can use the following to save time when responding to frequently asked questions on Facebook, Instagram or WhatsApp Business:

Engage with your customers

Stay front of mind with your customers by posting regularly about your business.

  • Share daily updates about your business on Facebook, Instagram and your other online services. For example, you can post photos and videos of your menu items, products available to order or your digital class schedule.
  • Try posting “how-to” videos or going live on Facebookand Instagram.
  • Check your insights on Facebook or Instagram. Insights help you understand what types of people are interested in your business and which posts they interact with most, so that you can post similar, engaging content in the future.

Promote your online offering

If you’ve recently shifted your business online, tell your customers on Facebook, Instagram and your other online services, so they know how to support you.

  • Pin a post to your Facebook Page letting customers know how to order from you. Make sure that your website is included in your Instagram bio.
  • Update the call-to-action buttons on your Facebook Page and Instagram profile, so that customers know how to contact or shop from you.
  • If you own a restaurant or café, share your food ordering options on Instagram.
  • If you sell physical goods, consider setting up Instagram Shopping so customers can shop directly from your Instagram profile. You can learn more and see if you’re eligible here.

Business is stable or growing: How do I continue to market in this new environment?

Share Updates

Share important information with your customers using your Facebook Page, Instagram Business profile or however you typically connect.

  • You can update your business hours on your Facebook Page and other online services.
  • You can pin important posts to the top of your Facebook Page, or update your Instagram bio, to let customers know about temporary service changes such as collection, delivery or online services.

Answer Questions

Let customers know they can contact you with questions about your business hours, product availability or order status. You can use the following to save time when responding to frequently asked questions on Facebook, Instagram or WhatsApp Business:

Engage with Customers

Stay front of mind with your customers by posting regularly about your business.

  • Share daily updates about your business on Facebook, Instagram and your other online services. For example, you can post photos and videos of your menu items, products available to order or your digital class schedule.
  • Try posting “how-to” videos or going live on Facebookand Instagram.
  • Check your insights on Facebook or Instagram. Insights help you understand what types of people are interested in your business and which posts they interact with most, so that you can post similar, engaging content in the future.

Promote your online offering

If you’ve recently shifted your business online, tell your customers on Facebook, Instagram and your other online services, so they know how to support you.

  • Pin a post to your Facebook Page letting customers know how to order from you. Make sure that your website is included in your Instagram bio.
  • Update the call-to-action buttons on your Facebook Page and Instagram profile, so that customers know how to contact or shop from you.
  • If you own a restaurant or café, share your food ordering options on Instagram.
  • If you sell physical goods, consider setting up Instagram Shopping so customers can shop directly from your Instagram profile. You can learn more and see if you’re eligible here.

Grow your business on Facebook

Advertising on Facebook is another option to find and connect with more customers. Below are some suggestions for how to advertise on Facebook to help achieve your business goals. There is no minimum budget required to start running ads and you can pause your ad at any time.

Build awareness of your business locally
If your business offers collection or delivery in your local area, consider:

  • Ad type: Promote your business locally
  • Audience targeting: Select the age range and gender(s) of people who are most likely to be interested in your business. Adjust the radius around your business to reach people within your service area.
  • Creative: Make sure that the caption and image describe what your business offers.
  • Call to action: Choose ‘Learn More’ to promote your website, ‘Send Message’ to get more direct messages or ‘Call Now’ to get more phone calls.

Get more website visits
If you sell products and services online, consider:

  • Ad type: Get more website visitors
  • Creative: You can include a single image, multiple images or a video in your ad. Write a headline and text that grabs people’s attention and tells them what your ad is about.
  • Call to action: Choose the action that you want people to take on your website, such as ‘Learn More’ or ‘See Menu’.
  • Audience targeting: Select the age range and gender(s) of people who are most likely to be interested in your business. Specify locations to reach people in your serviceable areas.

Get more messages
If you offer virtual consultations or quotes, consider:

  • Ad type: Get more messages. If you can’t see this option, create a new post with the ‘Get Messages’ feature, then boost that post.
  • Creative: You can include a single image, a video or a slideshow in your ad. Write a headline and text that grabs people’s attention and tells them what your ad is about.
  • Audience targeting: Select the age range and gender(s) of people who are most likely to be interested in your business. Specify locations to reach people in your serviceable areas.

Get more leads
If your business is accepting applications, providing quotes or building a mailing list, consider:

  • Ad type: Get more leads. You can use an existing form on your website or create a form on Facebook.
  • Call to action: Choose a relevant call to action, such as ‘Get a Quote’, ‘Apply Now’, ‘Learn More’, ‘Sign Up’ or ‘Subscribe’.
  • Audience targeting: Select the age range and gender(s) of people who are most likely to be interested in your business. Specify locations to reach people in your serviceable areas.

For more help, visit the Facebook Ads Help Centre.