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Contactless customer experience: how to adapt to this reality
Embracing the Contactless Customer Experience
According to a study by the Capgemini consultancy, 71% of Spanish consumers new zealand email address predisposed to interact with contactless technologies during the duration of the health crisis, and 60% even after it is over.
Contactless customer experience technologies are gaining traction for their safety and convenience, but they also raise privacy concerns , particularly when it comes to voice and image recognition.
Voice recognition technology has a 54% acceptance rate during COVID and 56% afterward. 52% support image recognition during the pandemic, but only 39% maintain this preference for the future.
In contrast, the use of mobile apps in physical locations is well accepted, with 66% of consumers preferring to use them during the pandemic and 62% after it.
Ideas for adapting the customer experience after the coronavirus
Take care of your customers . The coronavirus crisis has given brands an opportunity to show their caring side: deferring payments, free products for doctors, donations... But beyond one-off actions, it is important to show customers that we genuinely care about them during difficult times.
Strengthen your online presence . One of the most significant changes in the customer experience over the past year has been the large number of people who have adopted online shopping or have reinforced this habit. For example, it is estimated that in China, online penetration increased by 15-20% during the first months of the pandemic. Therefore, it is the ideal time to invest in online channels and e-commerce and strengthen your brand's digital presence.
Bet on home deliveries . Another sector that the crisis has revolutionised is that of courier services and home deliveries. In Italy, the number of people shopping online doubled between February and March, and home delivery orders from restaurants have also increased.
