The global health crisis had a massive impact on how different businesses operate. This is especially true for small businesses. While it is not yet clear how many businesses were actually impacted by the pandemic, it is easy to see the changes that several small businesses had to make in order to stay in the game.


Before the global health crisis, many businesses only saw social media platforms as an advertising tool. Nowadays, social media platforms act as crucial starting points for small businesses. Social media is no longer just for advertising. The various platforms are used to drive more sales, provide customer service, and increase brand awareness.


Consumers will continue to look for more convenient ways on how to get products they need online. Hence, you need to consider how you can make it easier for your potential customer to find and reach you. 


Here are some things than you need to include for your social media plan for 2021:


1. Improve customer service

Dealing with the global health crisis is tough for everyone, especially for those who live in isolation. Since the population is asked to stay at home and limit going out, many consumers can’t help but rely on eCommerce websites and online sellers to get the items they need. 


With limited contact or face-to-face interaction, it may be difficult for some to understand the benefits or uses of certain products and services. Hence, it is important to make sure that your customer service team is ready to guide the customers online. As much as possible, provide an excellent level of service as you and your team would provide in your physical location. No matter how big or small the business is, it pays to offer the highest level of service despite the difficulties of doing everything virtually.


2. Social eCommerce

Using your social media accounts to drive more traffic to the website is always recommended. However, it might also be more helpful for your businesses if you allow customers to shop from your pages. This does not mean that you will stop driving traffic to your website. It’s just another way of making the shopping experience more convenient for potential customers.


If they are already on your page or social eCommerce, it’s best to give them the option to purchase using the platform instead of taking them somewhere else. You may start by offering some of your best sellers online to make it easier for potential customers to find them.


3. Try live social media

Whilst many customers can’t visit physical stores, it’s good to have some kind of live interaction with them. Throughout the year, there has been an increased use of live social media as brands tried to reach and provide an authentic experience for their consumers and target audiences.


When possible, organise events where you and your customers can interact real-time. Whether it’s a mini product launch or a demo on new ways to use your products, you can use this as an opportunity to build and strengthen your connection with your customers despite not interacting in a physical store. 

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