According to data released by Kissmetrics, a digital marketing automation, monitoring, and engagement platform, 71% of consumers state that a brand’s positive rating is directly related to quick and effective responses. At the same time, the report Future of Sales, by Gartner reveals that 33% of buyers prefer salesperson-free experiences. In this scenario, customer service automation has become increasingly prevalent in the retail sector.
According to Marcos Schütz, CEO of VendaComChat, a network specialized in WhatsApp automation services, this feature has become a necessity. ‘By automating sales processes, it’s possible to transform the customer experience by offering immediate and personalized support, thereby increasing consumer satisfaction and loyalty,’ comments the executive.
Schütz notes that one of the main benefits of automation in customer service is the reduction in response time. This is supported by a survey by the digital marketing agency Dbout Mídia, which revealed that when customers are responded to in under 10 minutes, conversion rates increase by 70%.
‘Currently, in Brazil, 70% of sales start on WhatsApp, and message automation can expand sales volume by up to 40%. This is because, in addition to being available to consumers 24/7, the technology allows teams to focus on creative growth strategies, improving efficiency and reaching new customers with less effort,’ explains the CEO.
According to the survey 37 Stats That Make the Case for Sales Automation in 2024, conducted by HubSpot, sales professionals estimate saving around two hours and 15 minutes daily by using Artificial Intelligence (AI) and automation for manual tasks.
Beyond reducing response time, increasing sales conversions, and saving time, Schütz states that service automation enables personalized interactions. ‘This type of solution allows sellers to create authentic connections with consumers by facilitating data collection, storage, and retrieval. This way, it’s possible to craft individualized messages that show the brand truly cares about customers’ needs and expectations,’ he clarifies.
According to Schütz, by 2025, personalized and relevant customer service will be delivered through technologies like AI and advanced automation, integrated with platforms that analyze and interpret data instantly. However, the executive warns that successful customer service will depend on a balanced approach between technology and humanization. ‘Tools like AI, automation, and data analysis bring efficiency, but it’s empathy and human care that create genuine connections and build customer loyalty. Therefore, service must be continuously reviewed and improved based on feedback, trends, and new technologies, ensuring companies adapt to ever-evolving consumer expectations,’ he concludes.
