What is the New Normal and how does it affect the consumers and retailers alike?
The dynamics of how people move around and do their everyday work tremendously changed for the past months. The usual routine of a 9-5 job has shifted to a work-from-home setup enclosed in a four-wall room. People now rely on online stores and platforms to buy necessities. Regular physical activities and workouts have turned into a solitary activity to observe the social distancing rule during the enhanced community quarantine (ECQ).
Basically, the usual way of life has flipped 180 degrees and people are left with no other choice but to cope with this "new normal."
In the recent podcast of our Chief Bot Builder, he shared two consumer behaviors for retailers and businesses to attend to as the New Normal continues even after the pandemic. The use of digital tools which was relevant before, is even more so now. It is now a prerequisite to more efficient and faster transactions between consumers and businesses.
One key behavior is that people rely on Facebook for daily (or hourly) news updates to stay informed during this crisis. They also rely on Facebook for online purchases and use Facebook messenger for conversational commerce. Second is the rise of remote work and virtual face-to-face interaction which create more dependency on technology and digital tools.
But how do enterprises adapt? Given these behaviors, where do retailers and businesses position themselves?
Dependency on Messenger Apps
Brands have recently shifted all their marketing efforts online since physical stores are forced to close during ECQ. Instead of the usual in-person sales talk, brands are relying on 24/7 customer service that will cater to the consumers’ needs. Creating a space where the consumer can purchase items with a few clicks will help alleviate the frustration of many.
Messenger apps are easy to download and are already used in day-to-day life. Creating an automated space to provide conversational ways to customers will give freedom to access products and actually buy them in one discussion. Feedback is given immediately and meaningful conversations are exchanged as if the bots are real humans.
Rise of Remote Work
Staff members and employees are working remotely and because of this, the use of robotic process automation (RPA) is more in demand. This situation will most likely continue even after the ECQ. Skeletal workforce will be enforced to maintain social distancing and less people are seen outside. This will affect the operations greatly.
Brands are seeking strategies and methods to make the processes faster and cost efficient. RPA will help automate processes, but for digital tools and platforms to work in their entirety, working hand-in-hand with the logistics operations is integral. This can also be tied back to Messenger bots to deliver and ask for more information real-time. Centralizing operations through robotic process automation that will read software copies of documents, reports, order details, etc. will minimize the challenges while working remotely.
For more information about Messenger chatbots and RPA, contact Aiah at firstname.lastname@example.org