The shaking of the environment in the face of uncontrollable events is supplying a rapid change in strategies for any brand that wants to continue fighting to be chosen in the purchase decision.
Faced with any threat or weakness, opportunities arise that hope to be seized by the most skillful and fastest. Digital marketing knows all this, and that’s why it’s undergoing dramatic changes in recent weeks and months. Immediacy is evolving to its greatest exponent.
The rise of digital communication between consumers and brands in a bidirectional way means constant communication that must be satisfactory and effective to minimize and enhance emotional states that appear under stress scenarios.
Digital management and customer service have to attend to the minimization of fear, uncertainty, or real contact gap. Now yes, the consumer is focused on the digital world, now yes, brands must be truly human.
What can brands do to improve customer service management in the digital environment?
Language without complexity
Use simple language that is easily understandable and without artifice. Simplicity will establish a level of trust and security between consumers and brands.
Digital tools allow knowing and knowing what the customer wants or needs, take advantage of it. The investment in the human team to manage in a more personalized way the portfolio of digital clients will be a differential value in this new stage.
Minimize uncertainty with truthful, authentic, and transparent information. The basis of a relationship is based on transparency, an aspect that takes special relevance in the digital field where real contact remains in the background.