Connected generations: meet all age groups

In recent years, digital transformation has redefined social and professional interactions, creating a new scenario in which older and younger generations are connected. The differences between these two groups reflect technological changes and significant sociocultural evolution. Given this reality, solutions omnichannel They appear as fundamental tools for companies to serve audiences of all ages effectively.

According to data released by the Brazilian Institute of Geography and Statistics - IBGE, the percentage of internet use among people aged 60 and over increased from 44.8% to 57.5% in a few years, evidencing the digital inclusion of this public. For Giovane Oliveira, technology director at Total IP, this trend highlights the importance of offering accessible platforms and adequate support for all users. “It is essential to have easy-to-use systems and ensure available support to help any age group”.

solutions to meet new demands

Tools such as conversation recording, detailed reports and sentiment analysis are now available in Total IP solutions. This allows you to monitor and direct the services with complete safety, in addition to facilitating the monitoring of interactions in various channels, such as chat, e-mail, WhatsApp and Telegram.

“We use accessible language and a proactive approach to solving customer problems. When they come to us, they have a problem and want to solve it”, explains Oliveira. Also, there are features such as transcription of dialogues and Speech Analytics to analyze consumer behavior and improve the experience.

The role of technology in commerce and hybrid work

According to a survey by the G3 Group, reported by Valor Econômico, 67% of Brazilian companies have already adopted the hybrid work model, with employees sharing their journey between home and office. This advance directly impacted interactions between customers and suppliers, making technology a key to business success.

For digital commerce, the tools omnichannel offer a competitive advantage, allowing purchases to be made online even outside of business hours. With Total IP's WhatsApp Business WhatsApp API, for example, enterprises send active messages, automating support and increasing employee productivity.

The specialist also warns about the importance of diversifying contact channels. “Depending on just one alternative can be risky. It is essential to have at least two options to ensure dialogue, even in cases of maintenance or temporary failures”.