April 1:5 e-commerce promises that still fail in the customer experience

To mark April (1st), Zenvia, a technology company focused on Artificial Intelligence (AI) solutions for customer experience (CX), lists five common promises in the relationship between brands and consumers that, while desirable, still do not sustain themselves in the operation of most companies.

Recurring phrases like “resolution in” minutes or “you are our number 1” priority reflect an ideal of experience that does not always accompany the complexity of digital journeys.According to Gilsinei Hansen, VP of Business, Marketing and Technology at Zenvia, the challenge lies not in the promise, but in the ability to execute it at scale.

“Promising speed and personalisation is easy. Hard is sustaining promise at scale. When the company does not integrate data and channels, the experience breaks DOWN AND the customer realizes it on the fly. AI solves this problem when it connects the entire journey, not only the” service, he says.

1-“Your attendance will be resolved in less than 2 minutes”

Even with the promise of agility, consumers still face queues and transfers. Complaint Data Here indicate that 40% of complaints in Brazil involve delay.In channels such as WhatsApp, where open rates exceed 90%, the expectation for quick and contextualized responses is even higher. With artificial intelligence, and, you can drive the customer to the right solution faster and reduce response time. The gain is greatest when AI considers the history and context of the entire journey, not just the isolated contact.

2-“We are here 24 hours a day for you”

Availability 24/7 is already the minimum expected by the customer, but many operations still stop outside business hours. According to Anatel, 25% of the calls occur at night or on weekends, with less effectiveness. The use of automation it allows you to keep the journey active 24/7, triggering human agents only when necessary.

3-“We will solve your problem in the first” conversation”

The resolution in the first contact is still a challenge when data and history are not centralized. The consumer needs to repeat information, increasing friction. Survey of the Public Ministry of Minas Gerais and FIPE reveals that, on average, the Brazilian makes four attempts to be able to talk to a company. When the customer information is unified, it becomes more feasible to solve the demand at the first interaction and avoid rework.

4-“Our team is 100% ready to help you”

Internal misalignments and high volume of demands often generate inconsistent responses. A survey by Protest points out that 28% of Brazilians have already reported human errors in the SAC. The use of AI with access to knowledge bases helps standardize responses and support teams more by reducing failures and increasing quality.

5-“You are our number 1” priority”

Putting the customer at the center of the operation is still more discourse than practice in many companies customer history and behavior throughout the journey, companies can customize interactions and make communication more relevant whether in the offer, in service or after-sales.