You’re waiting for the bus when suddenly your phone buzzes with a tempting offer. Coincidence? Not at all. Companies are increasingly aware of the exact moment you have time to check your phone—and even better, when you’re more likely to make a purchase. Using artificial intelligence and advanced technologies, they can even identify the product that caught your eye, like those jeans you searched for earlier, and send you a personalized offer.
All this happens directly on your WhatsApp or as a notification, connecting website support, Google searches, and relationship apps at the perfect moment for you to interact with the brand.
Think it’s invasive? Research says otherwise. A well-structured, top-notch shopping experience is what makes 54% of consumers loyal to a brand, according to a study by HubSpot and Bain & Company. The numbers are even more impressive: Salesforce and Zendesk research reveals that 83% of consumers consider the shopping experience as important as the product itself. Much of this interaction, of course, happens in the digital space.
“The customer usually starts their journey on Google, visits the website, and may then continue their purchase on WhatsApp or choose another channel. Each user has a unique shopping style that companies need to identify, respect, and enhance to ensure a connected, efficient, and fast experience,” explains Victor Okuma, Country Manager of Indigitall in Brazil. The platform, developed in Spain and recently launched in Brazil, combines cutting-edge technology with artificial intelligence, allowing companies to offer integrated and personalized shopping experiences to their customers.
To give you an idea, to boost consumer engagement, Indigitall uses real-time data, adjusting each interaction based on customer behavior. “Digital transformation goes beyond automation. It’s about creating a digital ecosystem where the customer experience is continuously improved and personalized, generating more value for both businesses and consumers,” says Okuma. This results in a fully tailored shopping journey for each customer, from first contact to loyalty.
“The Spanish company’s platform integrates all communication channels into a single interface, intelligently managing all interactions customers have with their brands. This ensures a significant improvement in the shopping experience, guaranteeing the right message reaches the customer at the ideal time through the most appropriate channel,” highlights Okuma.
The platform also features intelligent bots that operate 24/7, responding in any language with a human touch. “These bots can be integrated into any app and have already led to a 35% increase in app sales, along with 74% user satisfaction,” notes Okuma.
These bots also send segmented messages based on the shopping journey stage, optimizing marketing strategies. “It’s almost like we’re saying, ‘Hey, we noticed you searched for this product. Need help? If you buy now, shipping is free,'” explains Okuma.
And how do you know if that message is real? Don’t worry. In an era full of online scams, it’s crucial to trust brands that invest in security. Brands using systems like Indigitall ensure encryption in their notifications. This means when you receive a message from a bank or e-commerce site using this technology, you can be sure it’s authentic, allowing for secure and worry-free interaction.
“Notifications sent by banks and e-commerce platforms are encrypted by Indigitall’s system, ensuring authenticity and protection. This way, consumers know they’re receiving a legitimate message and can interact confidently. For businesses, this solution is essential to protect their brand against fraud and scams, which can seriously harm their reputation,” emphasizes Okuma.
