Southerners are using digital means more to communicate with companies and also suggest that this technology incorporate Artificial Intelligence to help them save and create personalized shopping lists. This is what the unprecedented research conducted by Infobip in all the southern Brazilian states indicates, where 63% have already admitted to making a purchase after receiving messages with ads and 84% are using WhatsApp as their main communication channel when they have questions, complaints, to make a request or virtual purchase
These numbers confirm a strong adherence of the population to digital channels when it comes to communicating or even deciding on a purchase. It is an important moment, including with the approach of Black Friday and Christmas for small, media and large companies sell more. Technologies like these are already so present in the lives of southerners that 10% of those who responded to the survey use chats even to vent or flirt, resume Giovanna Dominiquini, sales director of Infobip
For the specialist, communication between consumer and company can be inserted at any stage of the business, but it is important that she increasingly takes into account the profile of this client. The survey indicated exactly that, because 85% would engage more with stores, for example, that had personalized service. And this personalization also reflects how southerners see that technology can assist them in their daily lives. For 44% AI could help save, comparing prices and brands, while 27% would like her to create shopping lists based on consumption habits
When it comes to increasing sales through an online approach, what we are really seeing is the power of personalized communication and the right technological tools working together. In all sectors, the impact has been impressive. As examples, we have clients in various sectors who have achieved great results. In the consumer goods sector, we saw a client's sales increase by up to 14 times. In the transport sector, sales increased by 8 and, in the construction sector, the conversions increased 4,2 times, tell Giovanna
This significant increase in sales also occurs when the consumer leaves an item in the virtual cart and closes the page, giving up or leaving it for another time, however, the communication between the e-commerce and the customer can make them resume the purchase. That's what 55% of southerners say, that have returned to the cart after receiving a message from the store. Already when there is no online support, that which e-commerce can offer while users browse the site, to clarify doubts or assist with payment, made 77% give up on buying
For 78% of the southern population, chatting with chatbots is not a problem, as long as they provide adequate support, while 62% prefer to start the conversation with a robot and, if necessary, be transferred to a human. Already 36% claim to enjoy chatting with these chatbots. However, there is an important care, what should be taken into consideration by companies and by the consumer, since 78% have concerns about sharing personal information with chatbots
The technologies that support online experiences have become increasingly accessible to everyone, regardless of the sector or the size of the company. For example, chatbots are no longer a tool reserved for large and well-known brands. Today, even smaller companies can integrate chatbot solutions to enhance customer service, manage inquiries and offer personalized experiences. In fact, we saw companies increase lead generation by up to 138% after implementing a 24-hour customer service chatbot, 7 days a week, what demonstrates the impact that these tools can have.Even for merchants in the early stages of virtual customer service – using something as simple as WhatsApp without automation – it's a great starting point. The important thing is that they are in the digital space, "because that's where your clients are" concludes.
