How can brands build customer loyalty during a crisis?

Brands that stand above the rest reach customers first with clear and supportive messaging, show empathy for the situation, and provide real options. This approach leads to 85% fewer call center calls and 23% higher customer satisfaction.

What types of crises has Symend helped companies navigate?

Symend has helped companies navigate COVID-19, California wildfires, ice storms, and snowstorms by enabling them to identify impacted customers and deliver the right message to the right person at the right time.

In Times of Crisis, How You Care for Your Customers Matters

Name: In Times of Crisis, How You Care for Your Customers Matters More Than Ever
Uploaded: 2025-01-23
Duration: 1 min 27 s
Channel: Tiffany Kaminsky
Description: Crisis moments are when customer relationships can be won or lost. Learn how Symend helps trusted companies navigate emergencies from COVID-19 to California wildfires, achieving 85% fewer calls and 23% higher customer satisfaction.

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85%

Fewer Calls to Call Centers

23%

Higher Customer Satisfaction

Lifetime

Brand Loyalty Impact

Crisis Events We've Helped Navigate

Symend has helped trusted companies communicate with customers during major crisis events, turning challenging moments into opportunities to build brand loyalty.

COVID-19 Pandemic California Wildfires Ice Storms Snowstorms Natural Disasters

What Sets Leading Brands Apart During Crisis

Reach customers first with clear, supportive messaging before they have to reach out to you
Show empathy for the situation your customers are facing
Provide real options — acknowledge their situation and help them get access to support programs
Pause collections efforts when appropriate to give people breathing room during emergencies
Target the right message to the right person at the right time by finding impacted customers

Video Transcript

A major storm is hitting the US today. Millions of customers are facing a very stressful situation. How will your brand show up for them?

Crisis moments — when customer relationships can be won and lost — are an opportunity to stand above the rest in helping manage the stress and provide constructive options to these customers. This is a chance to really build your brand.

We've helped trusted companies navigate these moments from COVID-19 through to California wildfires and ice and snowstorms.

Companies that stand above the rest are the ones that:

Reach their customers first with clear and supportive messaging
Make sure they're empathetic to the situation
Give them real options

As a result, we've seen 85% fewer calls, so call centers aren't being swarmed, and a 23% higher customer satisfaction. This loyalty and brand affinity lasts a lifetime.

It starts by finding those impacted customers and making sure you get the right message to the right person at the right time.

We can help you with the programs you have in place to make sure we're acknowledging and helping them get access. Or we can help in pausing your collections efforts and giving people the breathing room they really need during these situations.

This weekend, your customers will remember how you treated them. If you have an emergency plan you want to strengthen or you need help building one, Symend can help.