COVID-19 brings uncertainty and confusion to every business. Explain clearly to your customers how you will continue to supply them in these challenging times.



The corona virus is spreading around the world, and more and more companies are switching their everyday work to home office. Areas are quarantined, many shops remain closed. People are currently changing their everyday lives, but not their consumption. The restrictions of stationary retail and unprecedented usage records in digital and mobile media consumption offer enormous opportunities for online shops.

Whether it is a yoga mat, a new book, supplies of printer cartridges for home schooling for the kids or a keyboard so that you can work from home ... Your customer wants to be sure that the delivery takes place when he orders.

The fact that customers are now increasingly wondering whether delivery is taking place at all is not surprising.

  • Does the picking order take place?
  • Will the order be handed over to a delivery service?
  • Is it delivered within the usual delivery times?

Online buyers who ask these questions and do not get a clear answer postpone the order or order in another webshop.

DHL Express has compiled 8 valuable tips for your web shop to  help you determine how and where you can gain your customers' trust and improve your sales.



8 valuable tips for your web shop

1. Homepage

Communicate clearly on the homepage that despite COVID-19 you accept, process and send orders. Many web shops have an info bar in which the unique selling points (USP) are communicated, such as 'Free shipping from 100 €', 'Customer service from 07:00 to 19:00', '100 days return policy'.

Use this bar for communication around COVID-19 by adding a text such as 'We are still there for you!', 'Shipping despite COVID-19' or 'Safe picking with protective masks and gloves'  .

If your web shop does not have such a banner, use the footer to communicate your offer. If you want to make communication even more present, you can choose to use an image in the header or a slider image on the homepage.‚Äč


2. Product details page

Often, visitors immediately land on a category page or a product detail page. Again, explain that orders are processed as usual. Work with an interferer on the product image, or an extra communication near the buy button. Use the area in which you communicate the delivery time effectively by adding a short clarification like 'Normal delivery despite COVID-19'.

3. Shopping cart - shipping options

Use the opportunity to communicate in the shopping cart that you are working with a shipping partner who delivers promptly and in permitted areas. If your shipping partner expects delays, please also report them.

Many shipping partners communicate the current delivery times and delivery areas on their homepage and / or via a newsletter. Pay attention to this information and update it in your webshop.


4. Meta Description

A Google search often precedes your visit to your web shop. If you adjust your meta description now, online customers can already see during the search that the web shop can deliver. This can be crucial for generating traffic in the web shop, since the search result already answers the question that your customer most likely has. For example, add 'Shipping despite COVID-19'  to your meta description.


 5. FAQ

You can easily find out what questions your customers have about COVID-19 by looking at their emails and analyzing calls to customer support. Record the frequently asked questions and formulate an answer, which you collect on a 'FAQ page'  . Link any communication you make in your web shop regarding COVID-19 (banner, info bar, shopping cart, etc.) to this FAQ page.


6. Call center

Make sure that your call center is up to date and that the communication matches what you are communicating in your web shop. Avoid confusion with contradicting statements. This damages trust, while you want to do the opposite.

7. Newsletter

As soon as the web shop and call center are well positioned, a newsletter is a good way to inform your existing customers. For example, refer to the FAQs, show pictures of how the warehouse staff works, mention testimonials from customers who were served quickly and well, share an evaluation of your current runtime or successful delivery rate, etc.


8. Social media

Whether via Instagram with a picture from the warehouse, via Facebook with a video from the call center that answers all customer questions, or via LinkedIn, where you as the managing director illuminate the teamwork and emphasize customer satisfaction: Being visible creates trust and can now be exactly the right thing for your customers!


Use these 8 valuable tips from DHL Express: They can be a successful strategy to strengthen existing customer relationships, to build new ones and to quickly return to normal business processes after the restrictions.

Strengthen the trust of your customers in your web shop by means of clear communication!


DHL Express replies to COVID-19:

Against the background of the worldwide Covid-19 outbreak, the business activities of the Deutsche Post DHL Group are continually being adjusted in order to mitigate possible effects. As a global company, epidemic and pandemic risk scenarios are an integral part of the Group's ongoing risk planning. The Group follows a holistic management process that enables our business units to ensure the best possible operations for our customers even in an emergency.

Click here COVID-19 general updates


Effects on our service:

DHL is ready to take operational measures if DHL locations are specifically affected. These aim to limit the consequences for the provision of services and to protect other parts of our company. DHL continuously monitors the situation and takes all necessary measures to protect employees, customers and partners and to ensure that our services continue to function as smoothly as possible. The health of our employees, customers and partners always comes first.

Click here for latest DHL Express service adjustments

Stay healthy! 

Should you have any question or concerns, feel free to contact me on contacts below!
Endro Roosimäe

DHL Express Estonia AS
Telefon: +372 56808541

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