Your Facebook Business Page during the coronavirus (COVID-19) outbreak
Keep yourself safe and informed – don’t share misinformation.
Stay up to date by following credible, official sources such as the World Health Organization (WHO) and your local government health department so you can respond quickly to changes that could affect you or your customers. This includes the rules and laws that you must follow.
Do not spread any misinformation on your Facebook page. Sharing jokes, memes or satire about the virus may not be appreciated by certain potential customers and clients. It’s not worth losing customers.
Stay in touch with your customers
Proactively share important information with your customers using email, your website, Facebook Page, Instagram business profile or however you typically connect. Remember that you can pin important posts to the top of your Facebook Page for quick viewing. You might include information about the measures you’re taking to make your premises or products safe, or how you will handle customer enquiries if there are expected delivery delays.
You can also update your Page hours to show your customers how and when you’re available for business. Notify customers of any changes or modifications to your availability or services by updating your Page info and selecting Open with service changes or Temporarily closed, depending on your situation.
Bring your business online
If possible, consider providing your products or services online.
Promote digital gift cards for your business on Facebook.
Host webinars or organise live sessions on social channels, such as Facebook or Instagram, if you need to postpone or cancel any planned events as a result of the outbreak.
Prepare a customer service plan
In order to be responsive and transparent with your customers during this challenging moment, prepare for incoming questions and requests. Consider drafting templated responses for your emails or set up instant-reply messages with information you expect your customers will be looking for. Connect with your customers for free in real time using Messenger or setting up a WhatsApp Business profile.
Provide a list of frequently asked questions (FAQs)
Prepare a list of responses for questions your customers are likely to ask, and provide as much detail and reassurance as possible in your answers. Here is an example of what an FAQ could look like:
Q: Can I cancel my order (travel tickets/educational programmes/gym memberships)?
A: Of course we will cancel your order/reschedule or cancel your trip/pause your membership on request. Once your order has been cancelled, the spend amount from your original purchase will be refunded to your account. We look forward to doing business with you again soon.