According to Salesforce “Customer demand for digital-first experiences shows no signs of slowing down. While they may have initially adopted such experiences out of necessity, many customers now adopt these new options out of preference. In fact, three in five shoppers who purchased essential items online during the pandemic say they will continue to do so even when in-person stores open. Companies are taking note of this trend and reinventing customer interactions. “More than half of business leaders soon expect the majority of their revenue to come from digital channels.”
Among some of the indicators that we must take into account for our customer contact strategies we can find the following:
– People are now 68% more connected to the Internet than before.
– Large leading companies expect 56% of their sales to come from channels
digital over the next 3 years.
– The 68% of consumers indicate that they will continue purchasing your items and products
essential online even after the pandemic.
As customers expect greater digital engagement, companies must expand into new channels. Channels such as social networks, digital ads and video must be part of the strategy for how companies connect their customers.
Even those digital channels that may have been classified as “emerging” in recent years are seeing mass adoption.
For example, chatbots, which can answer basic questions, gather information, and triage cases to the appropriate agent, have a growing footprint.
At Experenta we support companies in the definition and execution of an omnichannel contact strategy through our Five9 products, the intelligent contact center in the cloud, which through our Digital Experience connector we manage to connect customer service agents and sales of a Call Center icon to most social networks such as Facebook Messenger, Instragram, Messenger, Twitter, Telegram, Linkedin and WhatsApp, achieving a consistent customer experience regardless of the channel they contact us and thus being able to provide an exceptional service
resulting in an increase in sales.
Internal Links:
– Salesforce Page
– Five9 Page
– Five9-IVA Page (Chatbots)
– Digital Experience Page