In fact, a recent study reveal that 44% of Mexicans have develop new consumer habits in the face of the coronavirus pandemic and social isolation purchasing journey purchasing journey .
It is no secret that the health crisis experienc in 2020 caus a shocking transformation in the social context worldwide and, above all, in consumer behavior .
According to the latest analysis from the U.S. Census Bureau , in the first six months of the year, in the Unit States alone, consumers spent $347 billion purchasing journey shopping online , which is 30.1% more than the same period in 2019.
And although online commerce has seen exponential growth as normal life has been disrupt and people’s nes have chang, there are particular issues within this context that deserve to be mention.
For this reason, in this article we are going to purchasing journey tell you some characteristics of a current customer and how their behavior has chang in the market, including:
5 characteristics of a client facing the pandemic
Customer characteristics are deeply influenc by their environment . With the emergence of the COVID-19 pandemic in March 2020, new expectations, attitudes and behaviors develop.
To help you navigate this tide of new developments, we’ve curat some of the key findings from a Zendesk trends study. Take a look!
1. The client seeks more help
According to Zendesk’s 2021 Trends Report , the average weekly number of support requests has increas by 20% since brazil telegram phone number list the start of the pandemic. This means that
people are looking for more support for the products and services they purchase.
In these particularly challenging times, an empathetic and caring approach can help your company stand out in the market. To do so, support purchasing journey agents must understand the technical aspects of their job and develop interpersonal skills.
If you want to offer help in a fast and friendly way. Your agents must adopt the best customer service practices. Read: Training purchasing journey plan: organize, design and implement in your business .
2. The customer seeks comfort
According to where do leads come from? here’s how to better understand lead sources Zendesk’s 2021 Trends Report , 65% of customers want to buy from companies that make online transactions easy and fast.
This means that comfort is an important aspect of a customer’s characteristics in the face of the pandemic.
In a world mark by uncertainty, offering a simple. Agile and secure experience is an excellent way to foster brand loyalty .
You may be interest in reading: Online Consumer behavior: data and trends .
Data from Zendesk’s 2021 Trends Report also reveals that 49% of customers want agents to be more empathetic.
In other words, the new characteristics of a customer in the face of the pandemic require that support agents have the psychological purchasing journey. Ability to feel what another person would feel if they were in the same situation.
When customer service professionals demonstrate
empathy, they can ruce the stress of the interaction and create lasting connections .
Still according to Zendesk’s 2021 Trends Report , 54% of customers want to buy from companies that prioritize diversity, equality. And inclusion in their communities and workplaces.
These characteristics of a customer in the face of the purchasing journey pandemic suggest that speech and practice must go hand in hand . Corporate agb directory values should reflect your concrete actions and help generate change in the community of which your organization is a part.
Finally, Zendesk’s 2021 Trends Report found that 63% of customers want to buy from companies that act socially responsible.
In other words, consumers expect purchasing journey organizations to ruce the negative impact of their operations on people and the environment. In addition to signing social commitments.