To continue doing business during the coronavirus (COVID-19) pandemic, companies saw themselves obligated to adapt their way of relating with clients. Besides the constant optimizations and the anticipation of digital transformation processes at organizations of many different sizes, highlighted the ones which the strategies focus on the customer experience (CX).
Increasingly demanding, multiconnected and conscious about their important role to the business success, consumers are increasingly caring about enjoying unique and unforgettable experiences.
Focus on the consumer is increasingly important
According to the 2021 CX Global Trends Report, 76% of Brazilian clients considered the focus on CX more important today than it was in 2019.
In the case of Brazilian companies, it was also possible to note an increase of worries with the customer experience.
According to the research, 88% of national companies are giving more importance to the CX. The value, by itself, is well above the global average, of 63%, according to the IPNews Portal.
Based on the data present above, it was concluded that, in front of the countless organizations offering the same product or service, stands out those who achieve excellence in the service provided.
Besides that, it is evident the need of companies to invest on multichannel solutions (omnichannel), to thereby, increase the customer experience and offer a service increasingly fast, efficient and personalized. It is worth remembering that omnichannel, personalization and empathy are big post-pandemic trends.
Hot market: Career on CX is promising, says LinkedIn.
Understanding the importance of guaranteeing a satisfactory experience during all the consumer journeys, it is possible to note that the investment on teams focused on user’s experience (UX) and clients (CX), grows more and more.
Surveys from Gartner, made in 2019, concluded that 74% of CX managers had pretensions to increase the investment in the sector – 27% more than it was in 2017. Proof of such increase was the fact that the searching for UX designers in the country has increased 323% between January 2017 to January 2020, according to an article released by the Cliente S/A Portal.
Only in the last trimester of 2020, the demand for CX and UX professionals had increased 221%, according to the TI inside portal.
No wonder, the career in customer experience was the sixth most promising of 2020 and, together with telemarketing and customer service, will be up in 2021, according to a survey made by LinkedIn, published on the Cliente S/A portal.
Such argument, by itself, can be explained by the fact that, in July 2020, executives pointed to an increase of 44% on the number of calls received by the company’s customer services sectors, according to an article of the Mercado & Consumo portal.
How companies should adapt themselves to the consumer era?
For companies to adapt themselves to the “New normal”, where the success of customer service depends on exceptional CX, the Report mentioned above makes evident some guidelines to be followed.
Between these, stands out the fact that new technologies appear every day, being necessary that organizations search which of these better suits them for, only then, implement them and stay ahead of the competition.
According to the report, the pandemic leveraged the digitization processes in 9 of 10 interviewed companies. Besides that, organizations that invest on CX prioritize a fluid omnichannel service, better TI security, agile technology, collaboration tools and digital workplace
The report also pointed to the fact that companies need to be part of a more conversational world, once that the number of clients that are experimenting new digital channels to contact companies are increasing, especially social media (+151%), Chat (+133%) and WhatsApp (+118%).
Also highlights the importance of the leaderships to provide constant support to their teams, once that many agents on customer experience, mentioned as the bigger challenge in 2020, and priority from now on, the capacity of quickly adaptation to the evolving customer needs.
Lastly, the research also concluded that 8 in 10 Brazilians would pay more to have a good experience, especially if this means an online, fast and simple experience.
The focus on CX has become a so important role that 74% of Brazilians consider abandoning a brand in case of an only bad experience, according to the report.
Soon, once again, it is evident the importance of companies to invest in multichannel, integrated and focused on CX service customer solutions.
DNK offers 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, providing their partners tools and platforms with innovative and customizable functions to guarantee a satisfactory and unforgettable CX.
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 its solutions and successful cases. Champion of the “Best Self-Service Solution” category at the XXI Modern Consumer Award and winner of the silver trophy at the Cliente SA 2020 Award, in the “Leader in Innovation Strategy” category, in partnership with a customer, DNK understands that a well-served consumer is the secret to the success of the service.