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 socio-cultural evolution. omnichannel they emerge 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 years or older increased from 44.8% to 57.5% in a few years, evidencing the digital inclusion of this public.For Giovane Oliveira, director of technology 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 assist any age group”.

Solutions to meet new demands

Tools such as recording conversations, detailed reports and sentiment analysis are already available in Total IP solutions. With this, it is possible to monitor and direct the calls with total security, as well as facilitate the monitoring of interactions in various channels, such as chat, e-mail, WhatsApp and Telegram.

“We use accessible language and a proactive approach to solve customer problems. When they come to us, they have a problem and want to solve it”, explains Oliveira.There are also features such as Dialogue Transcription and Speech Analytics to analyze consumer behavior and improve the experience.

The role of technology in trade and hybrid work

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

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

The expert also warns about the importance of diversifying contact channels.“Depending on only 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”.