Understand your brand's consumer behavior
Posted: Thu Jan 23, 2025 3:22 am
Four in 10 organizations predict that this work model will be adopted permanently, according to Cushman&Wakefield.
Even though it is not consolidated as the only option, home office could be one of the work possibilities, if the hybrid model is adopted.
What was the last consumer behavior survey your company conducted to understand the consumption profile of your target audience?
Take note of this golden tip: to understand the new behavior of your company's consumers, periodically conduct surveys with former customers, current customers and potential customers.
Due to the demands of the new consumer, you must use technology to your advantage. With technological resources, you can increase the effectiveness and quality of your products and/or services, in addition to structuring new strategies for action, marketing and customer service.
With technology, your company can work with data belgium whatsapp data intelligence on an omnichannel platform, providing customers with personalized and universal service across multiple channels.
Why invest in an omnichannel platform
The omnichannel platform is the best technology to meet demands across different channels, enabling process optimization and quality.
This omnichannel strategy guarantees automated, integrated and innovative communication.
Discover the main benefits:
Data and service history: the omnichannel platform provides data storage functions, as well as intelligent and quick information searches. This information is recorded in a service history and can be consulted during a call, in order to ensure a more qualified customer experience.
Real-time monitoring of metrics: the omnichannel platform is the union of all customer service operations. It continuously generates metrics, providing complete reports, by selecting information such as quantity and service time. This information contributes to strategic decision-making.
Integrated communication: provides all types of relationship channels, offering a complete experience
Personalized service: by collecting and processing data and subsequently mapping the customer journey, it is possible to offer more personalized service, according to each person's needs. This reduces the time to complete the service, increasing the chances of resolving the demand and improving the relationship with the customer as well.
No more waiting time: the omnichannel platform prevents users from having to wait in line for their turn, since contacts are filtered in the first stage to better direct requests. Thus, customer satisfaction is guaranteed during the customer journey through faster call resolutions.
Increased team productivity: omnichannel platform comes to free up time for agents, who can now focus on more difficult and urgent demands, which naturally increases daily productivity.
Automation in customer service: allows the company to have scalability in its operations; therefore, demands can be resolved without an attendant, thus executing other projects
Why use an omnichannel platform in customer service
With an omnichannel solution, it is possible to access the history of customer interactions, which will serve as a basis for future studies of changes in consumer behavior.
This history also shows sales and customer service, interaction channel preferences, which will be used to monitor metrics and, consequently, changes in behavior.
This way, your company will be able to access the characteristics of each person in order to structure a personalized approach.
Even though it is not consolidated as the only option, home office could be one of the work possibilities, if the hybrid model is adopted.
What was the last consumer behavior survey your company conducted to understand the consumption profile of your target audience?
Take note of this golden tip: to understand the new behavior of your company's consumers, periodically conduct surveys with former customers, current customers and potential customers.
Due to the demands of the new consumer, you must use technology to your advantage. With technological resources, you can increase the effectiveness and quality of your products and/or services, in addition to structuring new strategies for action, marketing and customer service.
With technology, your company can work with data belgium whatsapp data intelligence on an omnichannel platform, providing customers with personalized and universal service across multiple channels.
Why invest in an omnichannel platform
The omnichannel platform is the best technology to meet demands across different channels, enabling process optimization and quality.
This omnichannel strategy guarantees automated, integrated and innovative communication.
Discover the main benefits:
Data and service history: the omnichannel platform provides data storage functions, as well as intelligent and quick information searches. This information is recorded in a service history and can be consulted during a call, in order to ensure a more qualified customer experience.
Real-time monitoring of metrics: the omnichannel platform is the union of all customer service operations. It continuously generates metrics, providing complete reports, by selecting information such as quantity and service time. This information contributes to strategic decision-making.
Integrated communication: provides all types of relationship channels, offering a complete experience
Personalized service: by collecting and processing data and subsequently mapping the customer journey, it is possible to offer more personalized service, according to each person's needs. This reduces the time to complete the service, increasing the chances of resolving the demand and improving the relationship with the customer as well.
No more waiting time: the omnichannel platform prevents users from having to wait in line for their turn, since contacts are filtered in the first stage to better direct requests. Thus, customer satisfaction is guaranteed during the customer journey through faster call resolutions.
Increased team productivity: omnichannel platform comes to free up time for agents, who can now focus on more difficult and urgent demands, which naturally increases daily productivity.
Automation in customer service: allows the company to have scalability in its operations; therefore, demands can be resolved without an attendant, thus executing other projects
Why use an omnichannel platform in customer service
With an omnichannel solution, it is possible to access the history of customer interactions, which will serve as a basis for future studies of changes in consumer behavior.
This history also shows sales and customer service, interaction channel preferences, which will be used to monitor metrics and, consequently, changes in behavior.
This way, your company will be able to access the characteristics of each person in order to structure a personalized approach.