How to communicate with customers during COVID-19 (includes FREE email template)

Check out our FREE Coronavirus communications email template:


There’s never been a more vital time to communicate with customers than during the Coronavirus outbreak.

There is a lot of uncertainty in the world at the moment, yet with open communication you can hopefully ease some of the worries customers may have around your business and its operations.

When getting in touch with your clients about your response to the situation, it’s best to keep things simple.

email customer communication

Here are some tips for sending an email to your customers that will assure them you’re taking the right steps:

1. Be precise

We live in a time of information overload that’s only become more intense amid the coronavirus.

Keep this in mind when composing your company’s message to customers – get to the point quickly while you still have their attention.

Use steady, measured language that is straightforward and doesn’t waffle.

covid-19 sign

2. Provide solutions

By all means, communicate with customers to let them know what measures you are taking to minimise risk, but don’t go into too much detail.

The information customers really want to know is how they will be affected – and this could relate to their purchases, bookings and future business.

Explain – with precise language – exactly what you are doing and how any issues will be handled.

3. Be positive

Clear, precise language is good in a crisis – but it can come off as curt.

Make sure to end your email on a positive note, highlighting how your business feels about the situation and its hopes for the future.

The underlying goal of this communication is to encourage people to stick with you through the storm, so give them a good reason to do it.

communicate with customers

4. Be empathetic

Understand that many of your customers are probably worried, anxious and even scared right now.

Be sensitive to the situation and don’t exaggerate any threats or worries you might have about your own business.

It’s best to keep calm and avoid any hysteria in your communications.

5. Remember your customers are being flooded with COVID-19 information

It’s important to keep in mind that many companies are currently getting in touch with their customers about COVID-19, so it’s important to provide an email of value.

The last thing you want to do is send an email for the sake of sending it, rather than because you have something important to say.

The goal of your email should be to communicate with customers only useful information regarding your specific product or service. If what you’re communicating is too general in nature – for example, that you should wash your hands more frequently – then evaluate whether you really need to send out the email at all.

coronavirus hand washing Communicate to customers

6. Give away something of value

Keeping your customers at this uncertain time is something that should be paramount for your business. As such, it would be wise to offer something of value for customers. Reward them for choosing to read your email and engaging with your services.

For example, you could offer a discount coupon or free shipping. This is something that isn’t too hard for you to do but your customers will appreciate it.

We hope these five tips will help you to craft the perfect email to send out to your customers. If you need further help, we’ve put together a free template for you to use here.

Let us know if you have any questions on what to write – we’re here to help!