Empresa de contact center desenvolve aplicativo de realidade aumentada para melhorar a experiência do consumidor no seu relacionamento com as marcas


A Concentrix é a primeira do setor a oferecer ao consumidor uma nova forma de se relacionar com as empresas e seus produtos, através de uma tecnologia inovadora que atribui praticidade, agilidade e maior engajamento

Vivendo a era digital e a enorme rapidez com que os avanços tecnológicos surgem e afetam a sociedade, as pessoas estão cada vez mais conectadas e buscando interagir com as novas tecnologias. Pensando nisso, a Concentrix, multinacional especializada em soluções de outsourcing, desenvolveu uma solução inovadora, utilizando princípios de design thinking, para oferecer uma experiência digital única aos consumidores: a realidade aumentada. Com este lançamento, a Concentrix se torna a primeira empresa do setor de contact center a ofertar esse tipo de tecnologia, visando fornecer um próximo nível de canal e experiência entre o consumidor e as marcas.

Por definição, a realidade aumentada refere-se à superposição de ambientes físicos com conteúdo e imagens digitais para fornecer aos usuários uma experiência aprimorada (ou aumentada) de realidade. Graças ao amplo uso de smartphones e dispositivos de internet móvel, as empresas agora têm uma grande oportunidade de trazer rótulos de produtos, vitrines ou imagens de catálogos para a vida de maneira antes inimaginável, com uma inovação que vai transformar o modo como as pessoas consomem os mais diferentes tipos de produtos de agora em diante.

Ao fundir experiências físicas com conteúdo digital, a realidade aumentada também permite a criação de uma nova consciência da marca e aumento do engajamento do cliente de uma forma disruptiva. Isso porque a solução possibilita ao consumidor trazer a experiência da loja para a casa, vendo os produtos e suas informações junto com os objetos existentes na realidade normal, 24 horas por dia, 7 dias por semana.

Olhando as perspectivas do mercado, com a tecnologia cada vez mais presente no dia a dia das pessoas, ao oferecer uma experiência de atendimento 100% conectada, as empresas têm maior probabilidade de construir relacionamentos lucrativos com os clientes digitais, aumentando o desejo deles por seus produtos e serviços. “Com essa solução saímos do lugar comum, não existe mais uma busca pelo atendimento, o consumidor terá tudo na palma da mão, na tela do celular, e não vai mais precisar procurar pelo telefone ou Facebook de determinada empresa ou consultar a internet para saber as especificidades de algum produto. Tudo muito alinhado não apenas à nova geração, mas ao ambiente digital que todos nós vivemos hoje!”, comenta Arthur Gonçalves, gestor de EDGE da Concentrix.

De acordo com pesquisa realizada pela PwC este ano, o investimento em realidade aumentada pelas indústrias ainda vai crescer muito nos próximos três anos, chegando a dobrar e até a triplicar em alguns setores.

Para o setor de tecnologia, mídia e telecomunicações, por exemplo, os consumidores poderão resolver problemas técnicos de uma maneira muito mais fácil e prática com a realidade aumentada, tendo em mãos todo o material necessário em um só lugar. Será possível carregar vídeos com conteúdos e dicas de suporte técnico para os problemas típicos; carregar assistentes virtuais que vão proporcionar interação digital com cliente; e ainda carregar widgets em que o cliente possa acessar a página da marca nas redes sociais, site e comunidade.

Já na área automotiva, o cliente poderá assistir vídeos com instruções para substituição de peças quando o motor apresentar problemas; tutoriais com consultas típicas disponíveis no manual do veículo, caso o consumidor perca seu manual; terá mobilidade nas informações do manual para que saiba como usar 100% dos dispositivos tecnológicos agora disponíveis nos carros modernos, entre outros. Para as empresas, a vantagem é incentivar os clientes a substituir as peças no ciclo correto, alimentando, assim, o valor comercial do mercado automotivo e aumentando o ciclo de venda de peças nos fabricantes e revendedores.

Para o setor de varejo e consumo, o futuro da realidade aumentada é ainda mais promissor. Empresas do ramo de alimentos e bebidas poderão se beneficiar ao lançar um novo produto no mercado ou promover uma campanha para seu lançamento, oferecendo jogos promocionais, por exemplo, o que irá atrair ainda mais clientes e os envolverem com a marca. Além disso, com a ferramenta, os consumidores também poderão experimentar uma nova experiência, obtendo informações úteis sobre o produto, podendo verificar a embalagem através de seus smartphones e conhecer os benefícios daquele produto para a saúde, além de outras informações.

“Com a quantidade de dispositivos móveis e a quantidade de tempo que as pessoas estão conectadas todos os dias, a Concentrix acredita que as empresas e os negócios têm hoje uma imensa oportunidade de levar sua mensagem e sua cultura, elevando seus diferenciais competitivos através de uma camada digital invisível, que vai afetar diariamente a vida de todas as pessoas em todos os lugares do mundo”, conclui Daniel Moretto, country manager da Concentrix no Brasil.

 

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