The global propagation of the COVID-19 (coronavirus) pandemic revolutionized, among other things, the way to consume and do business.
To adapt to the “new normal” and the high demand for customer support, companies needed to reinvent themselves through the solutions that guarantee to the customer unique, satisfactory and unforgettable experiences during the attending.

Exceed customer expectations is fundamental during and post-pandemic, according to survey.

According to the survey “Keeping positives expectation before, during and after pandemic”, made by KPMG and released by Modern Consumer portal, many transformations advents with the pandemic, like for example the increase of home office and the migration to digital, are not temporary.
This way, to survive a highly competitive market and continue present in customer’s life, makes it necessary that companies innovate every day, exceeding ever higher expectations in the time and effort that customers are willing to dedicate themselves to.
Besides that, the survey highlights the importance of keeping processes that guarantee a personalized, resolutive and empathetic attending so that it is established a relationship of integrity and trust between brands and consumers.

“Six pillars”: How to guarantee a positive CX?

To analyze how to keep the customer experience (CX) positive before and after the pandemic, the KPMG’s survey was based on the analysis of a structure of 10 years of research with 3 thousand brands from 25 countries.
Entitled “Six Pillars”, the structure shows universal principles that guide positive human experiences. Are they:

1. Integrity

It is essential that a company be trustworthy and shows that the customer’s interests are priority.

2. Resolution

It is essential that brands keep a resolutive posture in face of eventual problems, searching to solve them or minimize them.

3. Expectations

It is extremely important that companies and clients are in agreement of what was agreed. It is also strategic for companies to search to go beyond and exceed the customers expectations.

4. Time and effort

It is necessary to value the customer’s time and effort. Be it cognitive, emotional or physical.

5. Personalization:

Considered by the consumers as the most important pillar, the personalized attending allows you to treat the client in an individual and specifical way according to his needs, besides being a strategic factor to make them loyal to the brand.

6. Empathy

Besides the customers are more and more multi connected and demanding, these still wish to be treated as a human.
Because of that, investing on humanized attending that shows empathy with the client is a key-factor to show that the brand understands their realities and perceptions, and so, looks to solve possible problems in the best way possible.

Brazilian companies react to the coronavirus pandemic.

The KPMG study also showed that, in order to continue business during and after the pandemic, Brazilian companies started to invest in strategies that focus on the consumer through actions that establish trust, quality and emotional connections.
Between these strategies is highlighted the promise of a remote operational working model that can give support to the consumer and that keep the service delivery quality even during crisis times, decreasing negatives reflexes on companies results.
It is worthy remembering that on the beginner of the pandemic, on march 2020, a research made by Betania Tanure Associates (BTA) revealed that 43% of Brazilian companies already had adopted the remote working system, and that the post-pandemic trend is that the number increase even more, according to a matter published on the Economic Value portal.
Investing in publicity that shows empathy and support to the customer on quarantine hard times was a notable strategy.
More and more, these companies understand the importance of delivering a service adapted to the new customer reality, striving to provide a satisfying experience throughout your journey.

Unified and focused CX service is a post-pandemic trend.

From the data analyzed above, the KPMG survey highlights trends on the customer attending that will continue even on post-pandemic.

1. Omnichannel vision:

Studies show that 77% of consumers want disconnected shopping experiences to evolve into a unified experience.
During and post-pandemic trends, omnichannel attending is fundamental to elevate the customer experience.
Through an integrated attending that connects all the attending channels, companies can attend the consumer in any contact channel chosen, map your needs and preferences during each contact with the brand, and, so, guarantee a positive experience both online and offline.

2. Prioritize strategies focused in satisfy the consumer:

Companies should put themselves in the place of the customers to understand their wishes and needs.
It is also fundamental to do the same for the employees, through motivation’s training and strategies, like gamification.
Besides helping attendants to better deal with the consumers during the attending, it is important to remind that satisfied and motivated employees produce until 50% more.

3. Future vision:

For companies to be aligned to the needs of a market marked by constant digital transformation, it is necessary to look to the future and invest in modern and innovative solutions that combine insights with technology.

4. Humanization and dialogue:

Once more it is clear the importance of companies to invest in humanized attending.
In complicated times, it is essential for the communication between the customer and companies to be as fluid as possible.
Besides that, it is fundamental to monitor the clients answers to identify any changes and improvements on the attending.

DNK is number one on omnichannel solutions focused on CX.

DNK offers omnichannel solutions for Call Center and Contact center, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technology together with a team of experienced professionals, leads DNK to constantly innovate to transform the clients and partners experience with their consumers.
DNK cherishes excellence in customer service, and constantly realizes satisfaction surveys providing its partners tools and platforms with innovative and customizable functions that keep up with the clients needs to guarantee an unforgettable and satisfactory experience.
With DNK’s services and products, the customer service is provided through an integrated omnichannel platform, which connects all service channels (whatsapp, voice, web, chat and others) in a humanized way, with fast recovery of client’s information and data, in order to offer a complete and satisfactory management of the client journey with differentiated results.
The company is recognized by the market and awarded for solutions and successful cases. Among the victories that mark the DNK journey is the recognition of IVR DNK as the “Best self-service Solution” category in the XXI Modern Consumer Award.
With an excellent cost benefit, the IVR DNK is humanized, modern, personalized and proactive geared to satisfy and better attend the new era customers in all attending points.
DNK counts with the trust of clients from all over Brazil for optimizing the service customer and the CX and is proud to be part of the victories and achievements of partners, like the Hub Fintech.
“The evolution of technology is increasingly present in our daily lives, here at Hub Fintech we understand that in a market where competitiveness grows more and more, the use of tools that bring consumers closer together and facilitate the experience is paramount.
Thanks to DNK’s cutting edge technology, we offer automation, customization, efficiency and proactivity. Among the numerous service options provided by the DNK Audible Response Unit are: sending a password, requesting a duplicate card, blocking for reasons of loss, theft, and even checking the balance, making it possible for us to reach an 88% retention level! “, Says the company’s service coordinator, Luciana Martins.
DNK is also winner of the silver trophy at the Award Customers SA 2020, in the category “Leader on innovation strategies”, in partnership with a client, and understands that a well-attending client is the key for the attending success.