In Brazil, there are about 9 million small and medium-sized enterprises, according to an estimate by Sebrae. Despite many not knowing or believing, the potential of these businesses is enormous. The proof of this is that, together, they represent 27% of the GDP (Gross Domestic Product) of the country. With the sector’s growth, technologies focused on this audience, in particular, also advance and even specialize. One such example is Artificial Intelligence (AI), which, although at first may seem distant, it is close to small businesses.
Some common problems in these businesses can be solved in a simple way, like a very common impasse: the increase in sales combined with the lack of professionalism in the sector. When a business arises, it is expected to be successful, but often the results are not measured, and everything can spin out of control due to the high number of customers, increased sales, or unexpected profits.
As a result of the company not being prepared to handle a large number of contacts, communication becomes faulty, both internally and externally. The Kommo, Management System offers a CRM platform (Customer Relationship Management, in English) that provides some conveniences using AI and helps, especially, small business owners.
“AI is here to stay, like it or not, this is a fact. In this scenario, there are two types of businesses. The first are those that will adapt and manage to survive in this reality. And the second are those that will try to resist or fail to adapt. These may suffer serious losses,” highlights Gabriel Motta, Kommo Speaker in LATAM.
Tools that use AI professionalize the company
One of Kommo’s tools is the ReWriter, which allows even closer interaction with the buyer, reducing the challenges of dealing with different types of customers and needs during service. With it, it is possible to create the perfect message with the desired goal, improving spelling, making grammatical corrections, or making the message more professional.
The ReWriter can be activated and, with just one click, transform the message to be: more friendly and witty, longer, shorter or simplified, or even suggest changes to the text, such as word and inappropriate language checks, professional correction, tone adjustment, or make it more readable.
Another available function is the Summary, which summarizes each conversation with customers and is a great way to retrieve past chats and save time to understand what was being discussed. Many quotations last for days, and having to return to the beginning every time you enter the conversation is a time-consuming action. The function, like the ReWriter, can be accessed with just one click on “summary”.
Suggested Responses are also a way to use AI to save time. With it, the team can respond to customers more quickly and even with a creative response that goes beyond the routine and offers everything the company provides.
In addition to these tools, Kommo offers a wide variety of features, such as the SalesBot, which allows creating so-called bots practically and without code. It enables messages to be created and sent after a specific user command, maintaining a conversation flow and improving interaction with potential buyers.
Democratization of technology
Thinking of technology as something distant and only accessible to large corporations is already an outdated view. Now, in addition to functions created with AI, there are other technological tools that allow entrepreneurs to have control over the entire business and align their expectations and goals with the current reality of the company.
“Currently, technology and information are extremely democratic, making it easier to start and expand a business, even with limited resources. If you, as a small or medium-sized entrepreneur, have access to the internet, you will already have a huge range of platforms, software, and mechanisms that can greatly help you,” says Gabriel.
The sales funnel is one of the tools offered by the Management System and enables a broad and comprehensive view of the business. It is through it that a dashboard is created, where it is possible to access customers, tasks, social networks, and even leads, which can be an extra help to those starting out or seeking new directions. In this way, the responsible person can view everything with a broad and general perspective, without the need to dissect each sector.
The use of CRM also brings channel integration, unifying social media inboxes in one place and facilitating all the steps mentioned above, enhancing the customer experience. Many times a conversation starts in one place but soon moves to another, running a high risk of conversations and information getting lost. Channel integration creates a sort of folder for each customer and enables better service.
