The impact in the economy of many sectors in front of the global propagation of the new coronavirus (COVID-19) is a motive of worry for many entrepreneurs.

To guarantee business survival during the social isolation period, more and more companies accelerate their digital transformation journeys and invest in omnichannel communication solutions able to serve the “new normal” demands of customer service.

Customer service: Omnichannel solutions are fundamental to help the high demand.

Surveys made in July pointed to an increase of 44% on the number of received calls by the company’s service sectors.

Besides that, there was an expansion of 40% on new service channels due to the social isolation. Between these channels are: chats, video chats, messengers, emails and phone lines. 

Despite this increase, it was concluded that only 30% of companies had provided training to their service teams.

This way, it is necessary to guarantee that the client has an excellent experience and that the attendants could answer the demands, optimize the call centers, investing on training and in omnichannel solutions are fundamental.

It is necessary to understand that serving the client well must be a priority worry. As in physical retail, where salespeople are trained to serve customers in the best way. To that, it is necessary to bet on a complete structure that includes training and investments in omnichannel solutions that make the contact between the brand and the consumer easier.

Web Support: Integrated communication is a post-pandemic trend.

Before the coronavirus pandemic, more than half (77%) of customers already wanted that purchasing transactions evolve into an omnichannel and unified experience, according to data from Manhattan Associates. 

During the social isolation period, however, it is possible to notice that the consumers are even more demanding and multi connected – present, mostly, on social networks – and, even with the crisis, their expectations continue to grow. 

According to the research “We Are Social”, made in 2019, the South America leads the population penetration rate on social networks alongside North America, both with 83%. Only in Brazil, this penetration is 80%.

In front of this information, entrepreneurs realized that the good management of communication with customers, through an omnichannel Web support that contemplates multiple means of communication, has been proving to be essential to continue the activities.   

Besides that, experts of the sector claimed that this kind of support is a legacy that will perdure beyond the pandemic period, since integrated communication increases the satisfaction of customers and consumers.

Remote omnichannel gains new perspectives during social distancing.

In addition to providing services that include multiple communication possibilities, being via social networks or by telephone, the omnichannel communication also brings to the brands important advances in terms of agent integrations. Between them, operational transparency, centralized management and consultation of back office systems.

These advances reinforce the numerous benefits of multichannel communication and bring a new perspective during the quarantine period, once that they allow tasks optimizations and repetitive processes, and, the collaboration between the agents for a better remote service.

Although the team´s remote management being one of the main challenges for many leaderships, 78% have positive expectations for the next months.

The digital transformation accelerated by social isolation has brought a new perspective in the universe of remote omnichannel service, making managers understand technologies and training as tools in their favor.

Winner of the “Best Self-Service Solution” category at the XXI Modern Consumer Award, DNK Infotelecom is number one in omnichannel solutions for contact centers.

Aligned with the new era trends, DNK offers the best solutions for contact centers and call centers.

Winner of the “Best Self-Service Solution” category at the XXI Modern Consumer Award, the company understands that a well-attended customer is the secret to successful service.

Along with companies like Collab and MyCena, it constantly innovates to transform the experience of customers and partners with its consumers.

With DNK, the customer service is made through an integrated omnichannel platform, which connects all service channels, with fast recovery of client’s data and information.

Besides that, it is possible to serve the client with integrations of app mobile, SMS, chat, totem, web, social networks and email.

All DNK´s solutions are customizable according to the needs of each company, in order to provide a complete and satisfactory management of the customer journey.