With increasing digitalization, Companies of all kinds and from different sectors are seeking to offer the best customer experience across all channels of contact with the brand.This presence in digital transformation has become a mandatory requirement for companies; technology continues to play an increasingly central role.
It is a fact that consumers and Customers in general have been increasingly opting for digital channels. as a replacement for traditional telephone service. Whereas:
- 64% of Brazilians prefer to be served through companies' digital channels.
- 81% of Brazilians communicate with brands via WhatsApp.
- 66% of Brazilians communicate with brands via Instagram Direct.
These figures highlight the growing importance of digital platforms in communication between consumers and businesses. With the ease and convenience offered by WhatsApp, many people choose to use this app to obtain information, resolve doubts, or make complaints. The ability to interact in real time and directly with brands through WhatsApp has become a highly valued option for Brazilian consumers.
However, it is interesting to note that Many choose to use Instagram Direct to communicate directly with brands.This preference is partly due to Instagram's popularity as a social media platform and users' familiarity with the Direct interface.
This data reinforces the need for companies to adapt their customer service strategies and be present on the digital channels preferred by consumers. Through the offer of efficient and personalized support on Through WhatsApp and Instagram Direct, brands have the opportunity to strengthen their relationships with customers and offer positive experiences..
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Advantages of messaging apps
This latent desire of these users fits perfectly with the diversity and multiplication of digital channels. Messaging apps, such as WhatsApp, when integrated with customer service, bring significant benefits to the buying journey and interaction between consumers and brands.We can cite, for example:
- Provides information about products and services;
- Quick and efficient service;
- Maximizing online presence;
- Greater transparency of transactions (via transactional messages);
- Optimization of logistics processes, including features such as order status and cancellation, duplicate invoices, and product tracking;
- Personalizing offers based on each customer's needs and profile;
- Customer service available 24 hours a day, 7 days a week;
- Sending out customer satisfaction surveys (NPS);
- Sharing customer data; among other things!
It is important to note that these benefits require internal adaptations and changes within organizations. Managing a multitude of new digital channels requires organization, training, and (ideally) a unified digital communication platform. Only with such optimizations is it possible to achieve real gains and results.
This digitalization of customer service, and of business itself, is present and continues to grow! Businesses and organizations resistant to change and/or adaptation may fall behind! The sooner they adapt, the faster they will reach consumers, who are also evolving.
And your business? How is it facing this digital transformation?
Have you also thought about going further? The positive scenario creates new (and countless) opportunities to stand out from the competition, personalize, and create a differentiated experience for your audience. We're talking about customer relationships (and concepts such as loyalty and delight)! The sky's the limit!
Count on our help to digitize your customer service (and your business itself)! Discover the best omnichannel digital communication platform on the market and transform your company! Talk to one of our representatives. Matrix Consultant!
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