2023-08-21 19:03:44
Consumption habits are being modified every day, adapting to technological evolution. According to data published by E-commerce Brasil, more than half of the respondents in the Hight-Tech Retail survey say that technology can make the consumption experience more comfortable. Among the best-known features is, for example, self-service, which allows you to carry out purchase procedures without the help of a person – which can speed up the process by avoiding the formation of queues
Technology, as pointed out by a lifting by Croma Solutions, is among those that, in the next three years, will be used by at least 60.4% of consumers to make their purchases.
For Andre Dias, new business engineer at Advantech, as technology continues to evolve, it is likely that consumer behavior will also adapt and change due to the familiarity of new generations with new processes.
Regarding self-service, Dias believes that due to its convenience and agility, this format has been well received. However, for him, it is important that companies consider the diversity of the public and offer options that accommodate both fans and those who prefer traditional human service.
Em data raised by Zendesk in 2020, most companies activated self-service channels to provide customer support. However, for the new business engineer, the expectation is also positive. “These technologies are expected to become more sophisticated, expand to other sectors, integrate better with retail systems, incorporate mobile payments and biometrics, and offer interaction with artificial intelligence and chatbots”, he points out. “The self-service culture can take hold over time, resulting in more widespread acceptance of these innovations,” he adds.
Technologies need to be aligned with human communication
Once once more carried out by Zendesk in partnership with Dimensional Research, the report “Quantifying the commercial impact of customer service in Brazil” shows that 96% of respondents state that a quick response in the initial contact is an important point in deciding which company to buy.
For the engineer, new technologies can reduce the waiting time, allowing for faster, more personalized responses and available 24 hours a day, 7 days a week. “This reduces communication barriers, allows for real-time feedback and anticipates needs.” However, “in complex or emotional situations, the intervention of a human attendant can be essential to provide an empathetic and quality service”, he adds.
Dias reinforces that, in short, customer service innovations can have a comprehensive impact on the consumer experience, offering greater convenience, efficiency, personalization and reduced operating costs. It is necessary, however, to balance the use of technology with empathy and humanization of care. “Businesses can create an exceptional customer experience and increase their competitive advantage in the marketplace using both methods.”
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