With the arrival of coronavirus and the imposition of social distancing, companies have seen an opportunity to improve service and user experience through software and applications.
In order to provide the tools that professionals needed to deal with the pandemic, in Zendesk they immersed themselves in a titanic analysis. I take data from more than 23 000 Business from around the world and studied how the health crisis had affected their services and how owners had reacted to these changes. The goal was simple, spot emerging trends that put business managers in a better position during these difficult times. An arduous task that they completed stoically, clearing some measures that any business can apply to operate more efficiently today.
Communication with the client through artificial intelligence continues its unstoppable rise. With a growth in 2019 which almost reaches the 30%, during the coronavirus crisis its use has only accelerated. This becomes manifestly clear when service providers chatbot claim to have observed a increase 90% in its turnover during the first months of this year. In particular, the home food distribution sector has been using it to fulfill orders online, give traceability to deliveries in process and promote contact with the customer.
The chatbots they are not the only way to communicate. Instant messaging is also going through a golden age. During the coronavirus crisis the number of commercial messages in the app mobile has shot up. It has been observed 30 times more messages than in the same period last year. The reason is that WhatsApp is the most popular messaging application in the Hispanic sphere, present in most mobile terminals of Spanish and Latin American citizens. For this reason, companies are trying to make full use of the recently launched WhatsApp Business API., an interface that allows them to provide service through the application.
On the other hand, restaurants are also taking advantage of mentality changes in the clientele. After extended confinement for weeks and weeks, to see all the emergency restrictions promoted by the government; Y, especially, seeing the terrible effects of CoVID-19 in our fellow citizens, including all lives lost, customers are more willing than ever to give in to their demands and are more flexible in accepting minor inconveniences in service. This has been tangibly translated into a improvement in the ratings given in the review repositories online. The average rating has increased and that means that the customer is more satisfied and is more likely to leave a good opinion as a help to the restaurant. This reality can be used to strengthen the business for the future.
And it is that empathy is the star characteristic during this return to normality. The service must understand the current situation and act accordingly. Although customers are already visiting terraces, restaurants and bar bars, the reality is that they are very aware of the possible risks that lie in wait for the slightest mistake. It is the mission of the restaurant staff ease these worries with their activities, as well as give explanations in case they are requested or proactively report to make the visitors of the establishment feel safe.
Although automation through artificial intelligence, robotics and other technologies are the main lines of evolution in the sector, humane treatment is still essential.
These changes show us how businesses around the world are reacting and how we can react ourselves.. Applying Zendesk's findings can substantially improve our store's business volume, and getting it is within the reach of any restaurant, well both chatbots like WhatsApp are simple technologies, and encouraging reviews to be left and giving specific training to the staff does not entail any additional mystery. You just have to get down to work!