HomeNewsTipsHow to adapt a call center to Generation Z? Expert points out ways.
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How to adapt a call center to Generation Z? Expert points out ways to win them

E-Commerce Uptate
By E-Commerce Uptate

Marked by hyperconnection and high standards of demand, Generation Z has grown with technology integrated into their daily lives, which has shaped more stringent expectations regarding brands. For them, service should be immediate, efficient and frictionless, following the fast pace with which they communicate and make decisions. Patience with queues and waits practically does not exist: if the answer does not arrive in a few minutes, the alternative is to seek another option.

A study by InstitutoZ in partnership with MMA Latam, published by Medium & Message, shows that 60% of companies still find it difficult to dialogue with this audience, including on social networks.

According to Marcio Verderio Tahan, CEO of VTCall, a company specialized in corporate service with artificial intelligence and automation, ignoring these expectations means losing relevance.“This group values agility and expects brands to be present in multiple channels, ready to offer immediate solutions.Born between 1997 and 2010, they should account for most purchases in the coming years, as well as influence the behavior of other GENERATIONS”, says Marcio.

How to serve them intelligently?

Digital behaviors have already transformed the way of consuming, requiring new strategies for customer experience management.What once seemed impossible, joining technology to a humanized service, today is reality thanks to the advancement of tools.Software are able to interact, answer questions and even anticipate needs, creating more practical and consistent experiences. Today, Generation Z is also witnessing this new era that only improves.

“The most common mistake is to believe that technology makes service impersonal. When well applied, it does just the opposite: it brings the journey closer and makes it more fluid for those on the other side”, explains Marcio. Today, omnichannel platforms and automation features allow you to act 24 hours a day quickly and efficiently, connecting channels such as WhatsApp, Telegram and social networks. Thus, the experience remains continuous and integrated, ensuring efficiency and proximity at the same time, something essential for these consumers who value exclusivity and hate to wait.

For Marcio, the secret is in the balance “These digital natives want each interaction to be efficient and, at the same time, human. Their time needs to be respected in each” contact, he reinforces.

In addition, young consumers value practicality and objectivity, and expect their time to be respected and that these solutions anticipate their needs.Each interaction should be thought of as an opportunity for engagement, strengthening trust and positive brand perception.

E-Commerce Uptate
E-Commerce Uptatehttps://www.ecommerceupdate.org
E-Commerce Update is a benchmark company in the Brazilian market, specializing in producing and disseminating high-quality content on the e-commerce sector.
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Getnet reveals that Customer Week drives online sales with an increase of 13.94% The Customer Week campaign, which took place between September 5th and 11th, resulted in a 13.9% increase in online sales, according to data from Getnet. The payment processing company analyzed the behavior of more than 100,000 merchants on its platform and found that the average ticket increased by 3.7% compared to the same period in 2022. The most significant growth was observed in the South region, with a 17.6% increase in sales. The North region also showed a strong performance, with a 16.8% increase. The Southeast and Midwest regions had growth of 13.3% and 12.4%, respectively, while the Northeast region had the lowest growth, with an increase of 9.8%. "Customer Week is an important date for retailers, as it is an opportunity to attract customers and increase sales. The results show that the campaign was successful in stimulating consumption and that consumers are increasingly looking for online shopping," says Marcelo Labuto, CEO of Getnet. The data also reveals that the fashion segment was the most benefited by the campaign, with a 21.3% increase in sales. The electronics and household appliances segment also had a significant increase, with a 17.6% increase. "The fashion and electronics segments are traditionally the most sought after during promotional periods. The results show that this trend continues and that consumers are increasingly looking for discounts on these products," says Labuto. Getnet also observed an increase in the use of credit cards during Customer Week. The use of credit cards increased by 15.4% compared to the same period in 2022. "The increase in the use of credit cards shows that consumers are confident in the economy and are willing to make purchases on credit. This is positive for retailers, as it allows them to increase their sales," says Labuto. In summary, Customer Week was a successful campaign for online retailers, with a significant increase in sales and the average ticket. The fashion and electronics segments were the most benefited, and the use of credit cards increased. The results show that consumers are increasingly looking for online shopping and that promotional periods are an important opportunity for retailers to increase their sales.

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Getnet reveals that Customer Week drives online sales with an increase of 13.94% The Customer Week campaign, which took place between September 5th and 11th, resulted in a 13.9% increase in online sales, according to data from Getnet. The payment processing company analyzed the behavior of more than 100,000 merchants on its platform and found that the average ticket increased by 3.7% compared to the same period in 2022. The most significant growth was observed in the South region, with a 17.6% increase in sales. The North region also showed a strong performance, with a 16.8% increase. The Southeast and Midwest regions had growth of 13.3% and 12.4%, respectively, while the Northeast region had the lowest growth, with an increase of 9.8%. "Customer Week is an important date for retailers, as it is an opportunity to attract customers and increase sales. The results show that the campaign was successful in stimulating consumption and that consumers are increasingly looking for online shopping," says Marcelo Labuto, CEO of Getnet. The data also reveals that the fashion segment was the most benefited by the campaign, with a 21.3% increase in sales. The electronics and household appliances segment also had a significant increase, with a 17.6% increase. "The fashion and electronics segments are traditionally the most sought after during promotional periods. The results show that this trend continues and that consumers are increasingly looking for discounts on these products," says Labuto. Getnet also observed an increase in the use of credit cards during Customer Week. The use of credit cards increased by 15.4% compared to the same period in 2022. "The increase in the use of credit cards shows that consumers are confident in the economy and are willing to make purchases on credit. This is positive for retailers, as it allows them to increase their sales," says Labuto. In summary, Customer Week was a successful campaign for online retailers, with a significant increase in sales and the average ticket. The fashion and electronics segments were the most benefited, and the use of credit cards increased. The results show that consumers are increasingly looking for online shopping and that promotional periods are an important opportunity for retailers to increase their sales.

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