In front of the coronavirus (COVID-19) global propagation, the “new normal” came to reinforce that interactions in the digital environment are increasingly present in the routine of thousands of individuals.

According to the National Union Of Telephone and Mobile Cellphone and Personal Service Companies (SindiTelebrasil), since the beginning of the pandemic in Brazil, it was registered an average increase of around 30% in internet traffic, according to Suno Research.

With the new era consumers more and more adapted and immersed in a digital environment, it is necessary that companies rethink the way of doing business, through the adoption of digital and integrated (omnichannel) solutions and interact with customers through contact channels where they are present.

Business interactions through digital channels will significantly increase in the next five years

Data of the research Future of Sales from Gartner indicates that in 2025, 80% of sales interactions between buyers and suppliers will occur via digital.

According to the research, the exponential increase of digital interactions will break the traditional sales model, because 33% of consumers want a sales experience without a seller. However, when these consumers are part of the millennials generation, the name assigned to the generation that represents those born between the period of the 80’s until the beginning of the 2000´s, the percentage is 44%.

The data can be explained by the increased number of online shopping during the social isolation period.

Reports from Ebit/Nielsen concluded that, only in the first semester of the year, the number of online sales in the country increased 47% due to the COVID-19 pandemic. The value represents the bigger increase of Brazilian e-commerce in the last 20 years, according to the Exame magazine.

As consumers learn how to use digital channels for purchasing and realize bigger convenience on the act, the sales representant becomes only one of the many sale channels available and the investment in multichannel service customer solutions is even more necessary.

Omnichannel support is essential to serve the new era consumers

Considered as one of the coronavirus legacies, omnichannel will be essential to serve the new digital era consumers, mostly the millennials.

Increasingly demanding and with even higher expectations, on average, the buyers spent only 17% of their time with potential suppliers when considering to effectuate a purchase, according to Gartner.

From the data presented above, it makes evident that online sale through digital will predominate.

This way, companies must adopt new tools and sales channels, besides a strategy to interact and attract consumers.

This strategy should combine selling activities of a brand with the consumer’s purchasing practices and needs, extract from an information collect. However, companies should pay attention to storage and manipulation of client’s personal data, in order to comply with norms and requirements established by the current General Data Protection Law (LGPD).

Strategies for a more digital approach to relationship with the client

So that companies can attend the purchase preferences of clients and adopt a more digital approach, some strategies must be taken into consideration:

1. Diversification of tools and digital sales channels:

Investing on digital tools that create an interaction with the clients is an excellent way to interact and get closer to clients, especially potential buyers and decision makers.

These tools, however, should be capable of reproducing traditional sales methods through diversified, integrated and simultaneous digital sales channels.

2. New methods of sales capacitation:

To learn how to conciliate the sales activities to the service channels and the client’s purchase journey, leaders will need to rethink sales capacitation methods and analyze which changes should be done for the customer experience to be satisfactory. 

3. Team training and engagement:

To keep salespeople and call centers attendants engaged, leaders must use technology to their advantage and invest in constant training so that employees know how to sell and give support to clients in all and any service channels, be it digital or physical.

Motivational activities, as gamification, is also an excellent option.

DNK is number one on omnichannel solutions integrated to digital channels.

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.

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.

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 attendance.