SMBs:Struck, but still standing Trends and tools for necessary post- covid digital transformation.

Whitepaper | 2 Post-Covid Digital Transformation

It is urgent to accelerate and re-think the digitalization of SMEs.The question that many SMEs are asking today is “Where should I focus my efforts to adapt to new consumer behaviors using digital tools?” Great question, which requires an answer that is not only intelligent, but realistic and adapted to the degree of innovation or technology that the SME had before the crisis.

Given the impossibility of operating in a traditional way in the physical store, (brick and mortar) SMEs must implement online channels to reach their customers. Now, how can SMEs implement platforms and interact successfully with their customers?

First of all, it must be clear that the new digital experiences to be implemented, whether through social networks or creating more robust e-commerce platforms, must focus on ease of use and on the creation of a virtual environment as intuitive as possible , so that customers quickly understand how to find special offers, and means of payment online on the platform.

An SME not used to online sales can start quickly and without major complications creating channels on social networks that best suit their target audience.

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Not all social networks are useful for all the variety of products and business models that exist. For a B2C model, you can start, in Beta mode, with channels on Instagram, Facebook and YouTube. Now, if the business is B2B, the use of LinkedIn or campaigns via Newsletter is more recommended, because of the target characteristics.

All these channels, which have very low implementation costs, must stimulate, through very accurate marketing campaigns and communications, constant feedback in real time with customers and users. Without this feedback, it will be impossible to meet the customer’s needs and improve the service. In addition, social networks can be an excellent showcase and initial sales channel, as long as they are up to date and well managed; otherwise, they can have an adverse effect and damage the reputation of the brand and the digital identity.

When the SME observes that the online sales channels, in a Beta mode, are having an effect and experiencing a growth that is demanding to migrate to a more robust platform, it means that the previous work was done very well and that they are already suitable for the next step: ecommerce and the implementation of more technology.

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1. E-commerce, mobile and contactless payments

One area that continues to experience innovation is how we pay for goods and services. E-commerce has been one of the sectors that is growing the most as a result of the pandemic.

This should be an especially powerful strategy for SMEs that want to transfer their operations to an online business, where they must focus their efforts with greater power.

One of the most relevant digitization actions that they must implement is mobile payment methods. There are many, international and local. The important thing is to get on this mode and deliver the greatest ease to the client.

The next phase: E-commerce, mobile payments and automation.Social media is a great way to ‘try fast and cheap,’ but it doesn’t hold up to accelerated growth. They become a complement and a strategy to reinforce the corporate identity.

Once social networks are no longer the main sales channel, it is necessary for SMEs to adopt the following strategies:

This trend will increase as more people become comfortable with the new technologies and applications available on their smartphones.

Another important factor refers to the ways of paying, "without contact"; thus, SMEs will be more likely to attract new customers, making their shopping experience an increasingly comfortable and simple transaction.

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2. Software implementation

The time must come when some critical operations or information backup, among other applications, must migrate to the cloud. This requires the arrival of the software to SMEs.

With the world operating remotely these days, the adoption of cloud technology is crucial for SMEs, since it alleviates a series of tasks that previously had to be in the hands of an IT expert, which is much more expensive, complex and insecure, in terms of data management. The trend now is to turn to cloud software to perform a number of tasks, especially under the modality of software as a service (SaaS) and platforms as a service (PaaS).

For example, many SMEs use potential client management tools thanks to business analytics, which offer more sophisticated management software, which can facilitate the search for new prospects or other more accurate conversion tools. Physical companies that have postponed posting their offers online have now been forced to do so if they want to keep the doors open. Using an all-in-one and cloud technology is an important approach.

3. Automation via chatbot: enhancing customer service

Chatbots are considered to answer approximately four out of every five “routine questions” that a business may receive. When people want to ask something, it is easier for them to just type a short message in a chat box rather than send an email or pick up the phone and call. It is a generational change of the new consumer more accustomed to new technologies.

Other automation tools that are easy to integrate for SMEs help the team to detach from tedious and error-prone actions, such as exploration for new clients, invoices, accounting actions, reports, ROI, among others.

The implementation of such tools can mean a great saving of time by automating customer requirements, as well as having a more accurate management model and away from intuition, which will leave time to think more about growth and business strategies, which in daily operations.

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4. Delivery, delivery and more delivery

When getting into electronic commerce, SMEs must think from now on that logistics is a key aspect. In this world of online transactions, many consumers just want to receive their order quickly, not necessarily cheaper. The idea is to come up with many different shipping options to suit various customers.

Consider how you plan to ship products to your customers. Faster delivery could help you get even more sales.

Enhance digital transformation now!Technological platforms empower SMEs and help them navigate a digital world, which we cannot ignore or stay on the sidelines.

How? When providing the tools, services, and capabilities to scale, automate, personalize, and interact with your customer-users, the following requirements need to be met:

• Invest in digital sales channels and platforms.

• Analyze and monitor the customer.

• Eliminate technological friction by constant training.

• Incorporate Artificial Intelligence or Machine Learning technology to obtain more finished reports of the user and the operation of the company.

• Do not neglect closer and more humane communication channels with customers. As far as possible (such as WhatsApp or Facetime, among others).

Whitepaper | 7 Post-Covid Digital Transformationwww.alfapeople.com

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