Digital customer service is a reality, and the faster you accept it as a company, the faster you can take advantage of it.
The way in which today’s consumers interact and buy has changed, including the moment in which they decide to purchase something, so it is our duty as a company to keep up to date on technological developments to keep our competitiveness.
Firstly, we must clarify that there are markets for all type of customers. This time we will be talking about the digital customers, their characteristics, behaviors, and interests. This will allow us to reach them, make them fall in love with the product and retain him.
What are their characteristics?
They are always connected, the digital world is their world, they live in the here and now and do not make much plans.
Although advertising serves to get to know us, what really motivates them to make a purchase is authenticity, seeking the opinion of other customers.
As we mentioned, they are in the here and now, so immediacy is one of the most important qualities companies should have. This is the reason why we must have immediate interaction channels; an email and a telephone number are no longer enough to compete nowadays. WhatsApp, Instagram, Messenger, TikTok, are channels that we must embrace to succeed in this field.
Service (customer care) becomes even more important than the product itself. Customers are active buyers: they buy, experience, and share their opinions through social networks.
Although the digital era has been a fact for years, the growth it has had in the last 2 years has been extraordinary, and part of this is due to the pandemic in which we are currently living and which forced many businesses to go digital— it was that or disappear.
If you haven’t gone digital yet and you’re interested in learning more about this service, contact us and let’s talk about business.
