Hello,

First and foremost, I and the entire Drip team hope that you and those close to you are safe.

As you well know, a global health crisis is impacting our businesses, our lives, and the economy—and expectations for 2020 have shifted. We’re adapting by the minute to what we’re learning, changing the ways our businesses function, and searching for the good in what can feel like overwhelming times.

As we navigate our new reality, I want to take a moment to share some observations from our team on how to both serve and love your customers in the face of COVID-19, as we at Drip try to do the same. We also strongly recommend the following:

• Communicate with Relevancy: Alert people to any shifts in your operations, like changes in your retail store hours, shipping policies, etc., but try not to bog down your customers. Stay sensitive to the influx of communications they’re receiving and avoid adding to their mental load.
• Show Empathy: Your customers expect that you’ll continue to promote your brand, but look for opportunities in your existing communications to adjust messaging, and be empathetic to the diverse set of situations your customers currently find themselves in, wherever you can.
• Manage Expectations: Let your customers know how they can get ahold of you and what to expect from you in the coming weeks. Make the contact information for your customer service team easy to find (think: phone number, email, and hours of operation).

As people move to transacting online more than ever, it’s even more essential to deliver an exceptional customer experience. Now is an important time to make sure your core automations are up and running, as the backbone of your customer journey. If you need tips to get you started, we’re here to help.

While our team is working remotely for the safety of our families and communities, we’re available in full force (and then some) to support you and help you navigate COVID-19 and its impact on your business. Please, don’t hesitate to respond to this email, reach out to support@drip.com, or talk to any of our team members directly.

Stay safe. Stay positive. Spread love.

JT (John Tedesco)
Chief Executive Officer
Drip