The first hours
While the Federal Council was still announcing the new rules, we were already in contact with the clients hit hardest by the lockdown. Several measures could be put in place very quickly and carried the communication of the following weeks.
With Galli we first discussed the possible online measures. Managing director Marco Galli gave us a lot of freedom in the implementation.
Website, newsletter and phone
- Pop-up on the website A note in German and English that the shop was closed and that orders were still being handled in the background.
- Newsletter It reached all of Galli's customers. The channel was already in use and therefore ready quickly.
- Forms and phone Because of short-time work we forwarded all forms to new email addresses. The phone system already ran over voice over IP and was just as easy to switch.
Live chat kept the business running
The most effective measure was a live chat, which we had set up in less than 2 hours. After 20 seconds on the website it asked visitors whether they were finding what they were looking for or would like personal help. Anyone who wanted help chatted directly with a Galli employee.
The Galli team answered the messages on the computer and on the smartphone while on the move. Customers really appreciated this closeness.
That is how Galli kept selling watches despite the closed shop.
Acting quickly pays off, and together you find a solution.
What remains
Good service and open communication with website visitors and customers are essential in retail, and even more so in a situation like the lockdown. Some measures, such as the live chat, stay in place after the lockdown as well.
