According to a survey conducted by CNDL – National Confederation of Shopkeepers, in partnership with the Credit Protection Service (SPC Brazil), more than 132,9 million Brazilians plan to make purchases this Christmas, so that the date must move R$ 74,6 billion in the country's economy.According to the survey, 81,4 million of these consumers – equivalent to 50% of customers who plan to purchase a product – they intend to make purchases online
На той же крок, the studyOTRS Spotlight Serviço ao Consumidorrevealed that 92% of Brazilian corporations use WhatsApp to provide customer service. In this scenario, Marcos Schütz, CEO ofVendaComChat, мережа спеціалізована в послугах автоматизації Whatsapp, highlights that the automation of the instant messaging tool can be a great ally in managing the sales flow during peak demand periods, as is the case with Christmas. "Through automation resources, it is possible to make customer service fast and of high quality", this is because this type of solution enables automated responses to frequently asked questions and resolution of common problems with chatbot, besides the management of the flow of messages, пояснює виконавчий
According to the CEO of VendaComChat, some mechanisms are essential for the good management of sales flow via WhatsApp during Christmas. Check
Chatbot for customer service
According to the Manager's Yearbook, CX Trends 2024, 59% of consumers believe that chatbots and self-service systems can improve customer service efficiency. In this aspect, Marcos emphasizes that he reduces the consumer's waiting time and, as a consequence, increases the level of satisfaction. "Service robots enable companies to automate responses to frequently asked questions and process simple requests without human intervention". In this way, brands can serve a larger volume of customers simultaneously, clarifies
Smart Triage and Referral
Still according to the Manager's Yearbook: CX Trends 2024, 51% of consumers claim that for a robot's service to be good, he needs to make the connection with a human when necessary. According to Schütz, the WhatsApp automation tools are perfectly capable of classifying and forwarding messages based on keywords or the content of the query, ensuring that customers are quickly directed to the correct attendant or department
Segmentation and personalization
According to the CX Trends 2024 report – Explore all the potential of intelligent CX, developed by Zendesk, companies must also ensure that essentially digital channels provide exceptional service, leveraging advanced Artificial Intelligence (AI) tools and personalization techniques. In this aspect, the CEO of VendaComChat highlights that, through WhatsApp automation, it is possible for human operators to manage conversations efficiently, with quick access to customer information and purchase history
This is crucial during times of high demand, as is the case with Christmas, because the demands during this period increase and a quick response can be the differentiator to close a sale. With more time to study the clients' information, the service can be more segmented and personalized, so the brand can increase sales conversion and customer satisfaction, explain the entrepreneurManagement of peak interactions
Far beyond message automation functions, segmentation and personalization of service,Schütz states that during periods of high demand it is essential to automate the management of the message flow. The software ensures that all messages are addressed in a timely manner, maintaining the quality and speed of service, закінчує
