StartNewsConnected generations: meet all age groups
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Connected generations: meet all age groups

E-Commerce Update
By E-Commerce Update

Nos últimos anos, a transformação digital redefiniu as interações sociais e profissionais, criando um novo cenário no qual as gerações mais velhas e jovens se encontram conectadas. As diferenças entre esses dois grupos refletem as mudanças tecnológicas e a evolução sociocultural significativa. Diante dessa realidade, soluções omnichannel surgem como ferramentas fundamentais para as empresas atenderem os públicos de todas as idades de maneira eficaz.

Segundo dados divulgados pelo Instituto Brasileiro de Geografia e Estatística – IBGE, o percentual de uso da Internet entre pessoas com 60 anos ou mais aumentou de 44,8% para 57,5% em poucos anos, evidenciando a inclusão digital desse público. Para Giovane Oliveira, diretor de tecnologia da Total IP, essa tendência destaca a importância de oferecer plataformas acessíveis e suporte adequado para todos os usuários. “É essencial contar com sistemas fáceis de usar e garantir suporte disponível para auxiliar qualquer faixa etária”.

Soluções para atender às novas demandas

Ferramentas como gravação de conversas, relatórios detalhados e análise de sentimentos já estão disponíveis nas soluções da Total IP. Com isso, é possível monitorar e direcionar os atendimentos com total segurança, além de facilitar o acompanhamento das interações em diversos canais, como chat, e-mail, WhatsApp e Telegram.

“Nós utilizamos linguagem acessível e uma abordagem proativa para solucionar os problemas dos clientes. Quando eles nos procuram, têm um problema e querem resolvê-lo”, explica Oliveira. Ainda, existem funcionalidades como Transcrição de Diálogos e Speech Analytics para analisar o comportamento do consumidor e melhorar a experiência.

O papel da tecnologia no comércio e no trabalho híbrido

Segundo pesquisa do Grupo G3, relatada pelo Valor Econômico, 67% das companhias brasileiras já adotaram o modelo de trabalho híbrido, com funcionários dividindo sua jornada entre casa e escritório. Esse avanço impactou diretamente as interações entre clientes e fornecedores, tornando a tecnologia uma peça-chave para o sucesso dos negócios.

Para o comércio digital, as ferramentas omnichannel oferecem um diferencial competitivo, permitindo a realização de compras online mesmo fora do horário comercial. Com a API WhatsApp Business da Total IP, por exemplo, os empreendimentos enviam mensagens ativas, automatizando o suporte e aumentando a produtividade dos colaboradores.

O especialista ainda alerta sobre a importância de diversificar os canais de contato. “Depender de apenas uma alternativa pode ser arriscado. É essencial ter ao menos duas opções para garantir o diálogo, mesmo em casos de manutenção ou falhas temporárias”.

E-Commerce Update
E-Commerce Updatehttps://www.ecommerceupdate.org
E-Commerce Update is a leading company in the Brazilian market, specializing in producing and disseminating high-quality content about the e-commerce sector.
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