Have you ever noticed how everyone is online? From small to large companies and with the most varied possible segments, entrepreneurs have adapted to the competitive market digital.
But, with the new technologies and such fierce competition, the big question is: how do you stand out? Don't worry, we'll get there! Next, let's dive deeper into the consumer experience and reveal how innovations can be an important competitive differential in the virtual market.
Check it out in this post:
- Digital market and its growth in recent years
- Customer experience in the digital market
- What are the pillars of the user experience?
- What is the importance of new technologies?
- What are the technology trends?
- artificial intelligence chatbots;
- voice interaction;
- augmented reality.
Digital market and its growth in recent years
With the democratization of the Internet and smartphones, it's hard for a brand to stay offline, isn't it? After all, the consumer is increasingly present in the digital universe.
According to a survey carried out by the National Confederation of Shopkeepers (CNDL) and by the Credit Protection Service (SPC Brasil), 87% of Brazilians use cell phones to shop online.
Still, according to another study carried out by the Brazilian Internet Steering Committee, about 152 million people are online. And if there are so many people on the Internet, of course you must think: "I need to be online too".
Just like you, thousands of companies also think this way and they are right. You need to be where your audience is. As a result, more than 78% of Brazilian companies are present in social networks and 70% in the digital market.
Ok, if you are online and thousands of other companies are too, how do you differentiate yourself and attract more customers? In the next topic, we'll talk about that.
Customer experience in the digital market
Known as User Experience (UX), user experience is everything that involves the customer's interaction with the company throughout their buying process.
Companies that invest in UX are focused on offering a positive and differentiated experience. And consequently, they have more traffic, better sales conversion and happier customers. In addition, of course, to greater loyalty and an increase in recommendations.
What are the pillars of the user experience?
With the consumer in this virtual environment, it is important that you understand that several factors can contribute to a good or bad experience.
Therefore, below, we separate the four main elements that can improve the satisfaction of your customers:
Shall we take a closer look at each of these pillars?
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One of the pillars of customer experience, usefulness refers to useful content that adds value and is available to the user. Whether on your website, application or social network, it's important to make it clear how your service or product is functional and can help the customer solve some kind of problem.
As the old saying goes, "first impressions last". And when it comes to the user experience, this is very true.
When he accesses your platform, and finds a messy design, a slow platform and difficult to navigate, it is likely that he will not stay long on your page.
Therefore, when it comes to UX Design, It is important that your platform, in addition to having a beautiful layout, is efficient, safe and easy to use.
And since we are talking about layout, another important point is accessibility. In summary, accessibility refers to the responsiveness of your website.
Having a responsive website means that your content can be opened on any device, be it a computer, mobile phone or tablet. According to the screen size, it will adapt, thus contributing to the positive customer experience.
To provide a unique user experience, a good platform must be intuitive. The customer must be able to understand the information on your site easily, such as where to click to access such information. At that point, a good UX Writing can help!
The UX Writing is the practice of elaborating every textual part within the layout of your platform. The focus is to make this contact more practical, guiding the user through your website.
By now, you may have noticed that many of the user experience factors are tied to new technologies, and that's what we'll talk about in the next topic.
What is the importance of new technologies?
If you want to leave your mark in the virtual environment, we are already telling you that the best way to do this is to keep up with new technologies.
With a competitive market, being aligned with innovations is essential to provide your customer with a differentiated service.
For example, with Artificial Intelligence, one of the biggest technological advancements, it is already possible to automate tasks, reduce operating costs and have greater agility in processes that would previously take twice as long.
You know that email you send in a matter of seconds to a list of a thousand people? This is one of the advantages of new technologies!
And of course, having them available directly contributes to the consumer experience. With a fast, agile service focused on innovation, you will have a satisfied customer and a good propagator of your company.
What are the technology trends?
If you've come this far and decided to move forward in the digital market, it's time to invest in new technologies. But, with so much newness in the virtual universe, what can actually make your company stand out from the rest?
The answer to that question, you find it now! Below, we separate three technology trends that will streamline your process and maximize customer satisfaction.
Artificial Intelligence Chatbots
By mapping situations, helping to make decisions, solve problems and facilitating various internal and external processes, AI has arrived to revolutionize the entire digital market and promises to be a strong trend for the coming years.
Even when it comes to customer service, one of the biggest innovations is the ChatBots of Artificial Intelligence. In practice, chatbots are software capable of making the first contact with the user, answering their main questions quickly.
Around here, we already use AI within our strategies and we can guarantee that despite this contact being made by machines, the natural language processing It's as human as possible.
With the best tools and techniques of machine learning, the chatbot learns and personalizes your contact, according to user data and interactions.
With more and more fans, voice interaction is one of the biggest trends for the future of the digital market. Just so you have a small sample, about 48% of Brazilians already use the voice service on a weekly basis.
And these numbers only tend to increase thanks to the ease, practicality, convenience and agility of voice interaction.
One of the greatest innovations in the digital market, augmented reality immerses the user in a unique experience in the online universe.
Augmented reality inserts virtual elements into a physical environment and thus personalizes the consumer experience. In addition, technology optimizes the entire sales process and is a great differentiator among competitors.
Another example of the implementation of virtual reality is in the educational environment. Several schools and universities use technology in their educational marketing strategies and also within their teaching method to immerse the student in the contents.
And since we are talking about educational marketing, we have an extra tip for you, our post:Crucial factors of student retention in the education system. Find out how to invest in more assertive strategies and avoid student dropout.