More and more companies are increasingly providing closer channels with their customers, thanks to the cloud, most of them in real time.
If you notice Brazil and other Latin America countries, this is more evident in the retail and telecommunications companies, but companies such as banks, and other segments are also following this trend.
We can say that this is not a simple field, once online and willing to meet your customer with an online service, it means that you are automatically promising a more efficient service, that way you become a huge target for negative criticism but also acknowledgement. It is important to know how to interact, and the level of interaction and professionalism that should be kept in the customer <-> company relation.
As expected, it is a transition that is happening fast, and has increased the amount of online purchases, of products and services.
Many tools are available in the cloud model, and are driving this transition forward, as well as other business solutions to keep up with all this data.
This is also increasingly dependent on the qualification of professionals and the development of new tools to facilitate and improve the interaction to make the best for both, company and customer.