As new technologies appear and the consumer is increasingly demanding, investing in tools that allows the service has a user-centered design is essential.
Nowadays, it is possible to notice that, increasingly, companies look to improve their relationship with their customers through multichannel solutions that ensure end-to-end service coverage. However, only technology is not enough.
Experts explain that to offer a more assertive service, the human side is essential and translates into knowing your customers. From this knowledge, it is possible to define the steps that will be taken for customizing customer service towards a complete purchase journey.
Inside this context, we brought some reasons for putting the personalization strategy in action and adding value to the brand through a user-centered design.
Why offer a user-centered design?
In the opinion of Antimo Gentile, CEO of DNK infotelecom, a user-centered design is fundamental for the success of the customer service.
According to him, this kind of design brings a number of benefits. Between them:
1.Values the individual expression
According to the expert, a brand can serve different audiences. Besides that, even being part of a common group, each person has their particularities.
In front of this reality, Gentile explains that a personalized service, with a user-centered design, became extremally important.
“It is necessary to be always attentive to capture what each customer wants and needs to feel valued. When having personalized communication, it is possible to meet consumer needs, generating feelings of belonging and acceptance, in addition to having the possibility to exceed their expectations”.
2.Provides more assertive communications.
“In face-to-face service, it is important that the company invests in constant training for the team, so they can understand the nuances of each person and, consequently, know how to best approach the customer. For e-commerce and post sales, it is necessary to adapt the language that will be used and define which channels are the best suited to reach customers. Thus, through a user-centered design, the brand can show more security and knowledge about each person that is among its public of interest, being able to generate more business”, he explains.
3.Building a relationship with the customer
In Gentile’s opinion, post-sales are indispensable to keep a warm relationship with the customer. Besides that, the post-sales are also fundamental to keep the customer interested in the brand.
“When someone receives a personalized treatment during the service, they feel more valued and understood. These feelings arouse comfort and fulfillment, contributing to the person wanting to return to the store, whether in person or online”.
4.A user-centered design increases the value perception
According to Gentile, a personalized service allows customers to feel more recognized and begin to see more added value in the products and services they are consuming.
“In addition to being more willing to pay more for the product, there are more chances of becoming loyal”, he claims.
5.Improving the customer experience (CX)
“The customer experience starts at the first time a customer hears about a brand. If the expectations are met, the chances of the customer coming back to make new purchases are bigger. However, it is necessary that the communication is assertive and the failures, if they happen, be solved quickly, assertively and with benefits for the customer”, affirms the CEO.
“One thing that I always say to my team is: the more someone feels understood and has their wishes met, the happier and more engaged with the brand they become. And this is because, in most part, due to the personalized service from the start until the end”, he concludes.
DNK is the number one in user-centered design solutions
Aligned with the market trends and needs, DNK offers the best 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 technologies together with a team of experienced professionals, took DNK to constantly innovate to transform the experience of customers and partners with their consumers.
DNK cherishes excellence in customer service, providing their partners with tools and platforms with innovative and customizable functions in order to guarantee a satisfactory and unforgettable Customer Experience.
With DNK’s products and services, customer service is made through an integrated omnichannel platform, which connects all service channels (WhatsApp, voice, web, chat, among others) with fast customer’s data and information recovery, in order to provide a complete and satisfactory management of customer journey with differentiated results, maximum security and in compliance with the standards required by the LGPD.
The company is recognized by the market and awarded by its solutions and successful cases. Winner of the “Best Self-service Solution” category in the XXI Modern Customer Award and champion of the silver trophy at the 2020 Cliente SA Award, in the “Leader in Innovation Strategy” category, in partnership with a customer, DNK understands that a well-served consumer is the secret to successful service.
