Keys to making digital channels more efficient

By 20 Oct 2021 PERU, Technology
One of the activities that has grown most with the pandemic has been online operations.
According to CAPECE, 75% of transactions via e-commerce platforms are carried out from mobile devices.

During 2020, many businesses were affected by the global health crisis. As a consequence of COVID19, sectors such as banking, education, retail, telecommunications and many more, have been driven by the need to accelerate the digital transformation process with a special emphasis on their customer service channels. At the same time, new ventures are emerging that aim to solve real problems in society and that are becoming viable through the use of new technologies.

In Peru, within the aforementioned context, there were companies that found themselves without specific digitalisation plans or programmes to face the new challenges in an era of social distancing, and even today, some do not have robust digital platforms for customer service and even if they do, they do not use tools that allow for efficient management for the benefit of their users.

Given this new reality, Duilio Botetano, Country Manager of Atentus Peru said, "To address the above, it is necessary to implement comprehensive strategies for an effective digital transformation process, which among other issues, includes the use of solutions for monitoring management and performance visibility of digital platforms and through them to understand the digital behaviour of users to generate and deliver value by improving the user experience in the context of a digital economy".

Botetano also recommends that, in order to keep up with the changing and accelerating challenges posed by the digital world, it is essential to develop a digital mindset that facilitates the adoption of agile and iterative methodologies and processes, as well as to develop innovation capabilities to evolve business models using new technologies that maximise the benefits for both the company and the public it serves. Among these technologies and the benefits we can obtain from them, we can mention the following:

  • RPA: Reduce time, costs and improve productivity by performing Process Automation with RPA solutions focused on routine and repetitive tasks.
  • Synthetic or robotic monitoring: Replicate each step of the web and app experience, monitoring continuously, to obtain indicators of functionality, availability and response times, also ensuring the continuous operation of the services, using synthetic or robotic monitoring.
  • Observability platforms: Specialised software that runs mainly in the cloud and collects telemetry data on the performance of digital platforms. Providing information on their performance, so that teams can detect and resolve incidents, make business decisions based on data on the performance of their software and the activity of their online users, thus protecting the value of the digital services offered.
  • Big Data: Tools for processing a large volume of data, of great variety and at great speed. For the creation of high-value information sources on which companies can perform analysis.
  • Business Intelligence: Working with data on indicator development and information processing with visual presentation tools that can tell a story with the data for accurate presentation of key business indicators.
  • Artificial intelligence: Artificial intelligence-assisted incident response capability to detect patterns and outliers in the data being captured and stored in order to, among other things, make predictions and act on them.

And several others are available and will continue to appear.

As we know, online transactions are growing at an accelerated rate, especially through mobile devices, for example 75% of transactions through e-commerce platforms are carried out from mobile devices, with smartphones being the most widely used with 58.6%. For that reason, it is advisable for companies large and small to maintain a stable platform 24 hours a day, dealing with incidents as quickly as possible before users experience failures on the website or app. The purpose of having a robust platform is to satisfy the current customer and attract a larger audience in order to provide them with a secure and optimal digital experience.