The Digital Age has brought many advantages, but also many challenges. The market is constantly changing, and as it changes, so do consumer expectations. The challenge for companies is: how can they keep up with all this?
And the answer is very simple: by getting ahead of the game! That's right, you need to be one step ahead of the market so that when demands arrive, they don't come as a surprise. A recent survey conducted by a multinational management consulting, information technology and outsourcing company revealed the main trends for next year and we're going to share them with you right now. Keep reading!
NO MORE MYSTERY! CHECK OUT THE CUSTOMER SERVICE TRENDS FOR 2023:
SERVICE FROM AND TO ANYWHERE
Let's take remote work as a legacy of the pandemic, shall we? It's a business model that's here to stay! And it's increasingly welcomed by a large portion of Brazilians. This is because it's more spain whatsapp data convenient for people to work from home — of course, for individual reasons: some have children, others need to take care of elderly parents, live in rural areas or simply feel more productive in the comfort of their own home, for example — and this generates job satisfaction, reducing the burden of work and bringing benefits to the company, such as reduced turnover and increased quality of service provided.
INTERACTIONS ON THE INTERNET REPLACING INTERACTIONS WITH CONTACT CENTERS
“Google search”, who has never heard that? The reality that we can find practically any information and solution to the most diverse problems by doing a simple search on the internet is here and people are becoming more and more aware of this. Think about yourself right now, you have probably already “Googled” a product or service to find out if it is worth investing in or have already complained about a product or service on online portals, right? Now think about it, if you as a business owner structure an online environment where people can interact as a community, they will not only create a connection with your company but also create connections with each other, answering questions, making recommendations, etc.
AUTOMATED, HUMANIZED AND PERSONALIZED SERVICE THROUGH AVATARS
To clarify the trend with Avatars, let's mention one of the most famous ones here in Brazil today: Lu from Magalu. Today, we have Lu as the face of Magazine Luiza: we see her presenting the products, the offers and when we contact the store, we contact Lu! All of this humanizes the service and provides a much more comfortable experience for consumers. Creating an Avatar for your company is also a way to reach the Metaverse, something that companies should try as soon as possible to understand the viability of the uses — which are many, since the proposal is that it be an extension of life in the virtual world.
OUTBOUND OUTPERFORMS INBOUND
Several studies have already shown that consumers are interested in receiving proactive notifications from the brands they interact with. So this is what companies need to invest in: early communication! Anticipate your customer's problems and communicate with them before they even think about communicating with you.