The new consumer seeks freedom, variety and convenience whenever and however they want, and there is no longer a linear customer journey, so being close to the customer is a big challenge. Personalizing and humanizing service are examples of techniques that bring positive results.
With the COVID-19 pandemic, automated services have increased manufacturing email list over the past year, allowing companies to reach out to customers through the main communication channels. Chatbots that are programmed to identify questions and answer them with maximum precision are now part of our virtual routine.
According to a survey by CX Trends 2021, 59% of consumers have already had contact with a robot and the vast majority approved the service, having positive experiences.
In this sense, omnichannel becomes the biggest challenge for companies to ensure their presence in different points of contact with customers, such as social media. Centralizing communication in the same place makes contact faster, providing a customer history and facilitating service.
A survey conducted in Latin America by PWC showed that companies that invested in consumer experience saw a 92% increase in revenue and managed to retain 84% of consumers.
The data encourages companies to invest even more in service automation. And looking ahead to the next few years, this will be the trend for networks that have direct customer service channels. Instead of maintaining a dedicated team to answer hundreds of calls or respond to several messages daily, it is more agile and assertive to automate customer service programs.
Tools such as chatbots, WhatsApp Business, online chat and search tools can help speed up service, reduce response time and even improve the consumer experience, all of which can reduce the cost of acquiring new customers.
Companies focused on the database of current and new customers can build segmentation from this information to standardize and personalize communication. With automation, it is possible to create individual triggers, such as birthday campaigns, abandoned carts, welcome contact, etc., which are low-cost actions that can bring a relevant return for the brand. It is also possible to create more sophisticated automations to associate the journey with the consumer's purchasing cycle, integrating all communication services.
