We can’t deny that digital came to stay and that, as soon as new technologies appear, companies run to be the pioneers to adopt such resources, mostly when talking about new service channels.
Increasingly demanding and multi connected, the new era consumers – also known as customer service “new normal” – are increasingly immediate and demanding, since the online is already part of their journeys in the search for agility and practicality.
In front of this scenario, the search for new technologies capable of improving digital services in order to offer a more humanized, agile and personalized service becomes a priority for companies that wish to improve the omnichannel consumer experience and keep themselves competitive in the market.
Digital services are a preference for 64% of Brazilians, reveals a survey
The increasing investment of companies in digital services solutions can be justified due to the fact that digital services are a preference for more than half of Brazilians.
With the new era consumers increasingly connected, surveys revealed that 64% of consumers prefer to be served through digital channels. Between the channels mentioned by the respondents, stand out message apps, such as WhatsApp and Telegram (28%), chatbots (28%) and social media (8%).
Such preference, in turn, is due to the fact that, mostly, these channels offer quick and quality service, simple interface, full time support, use of social networks, among other factors.
Therefore, the investment in solutions for digital and integrated (omnichannel) services become even more necessary both to serve new era consumers and to stand out from the competition.
It is worth remembering that for companies that use digital solutions, there is a return in terms of image, not only because of user satisfaction, but also because the company is associated with technological advances.
Digital interactions between customers and companies are a tendency for the next few years
In 2011, Gartner had already predicted that, until 2025, 85% of interactions between customers and companies would be made through digital channels and solutions, like chatbots.
A decade later, technology is growing more and more and it is undeniable that there is still a lot of room to grow.
Customer Experience and technology: Focus in the customer is fundamental for successful digital services
Today, it is possible to find at the market series of cases and surveys that reinforce the permanence of the digital – mostly after the coronavirus pandemic, where the call center grew 5% in 2019, boosted by digital and omnichannel platforms.
A good example is a recent survey from our partner, Infobip. According to the study “Navigating Through the Post-Pandemic Customer Experience “, which counted 1235 respondents, one in each four consumers uses chatbots for service. From these ones, 69% claimed that the customer experience was excellent or really good.
Yet, it is worth remembering that with the open banking success, as Brazil is the LATAM leader in bank digitization, the digitization of payment methods will be one of the great trends in the digital market.
From the data presented above, it is clear, once more, that digital is already part of the market’s reality and reinforces an era where the focus is aligning technology and humanization in the service to satisfy the consumer.
DNK is number one in digital solutions focused in CX for call centers and contact centers
Aligned with the market trends and needs, DNK offers the best solutions for Call Centers and Contact Centers, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technology combined with a team of experienced professionals, leads DNK to constantly innovate to transform the experience of customers and partners with their consumers.
DNK values excellence in customer service providing their partners tools and platforms with innovative and customizable functions in order to guarantee a satisfying 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) 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 and in compliance with the standards required by the LGPD.
The company is recognized by the market and awarded for solutions and successful cases. Champion of the “Best self-service Solution” category in the XXI Modern Consumer Award and winner of the silver trophy in Client SA 2020 Award in the category “Leader in Innovation Strategy”, in partnership with a client, DNK understands that a well-attended customer is the secret for the successful of the service.
