Christmas heats up Brazilian commerce; learn how to manage the sales flow through WhatsApp

According to a survey carried out by the CNDL – National Confederation of Shopkeepers, in partnership with the Credit Protection Service (SPC Brasil), more than 132.9 million Brazilians plan to make purchases at Christmas from the year, so the date should 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 the acquisitions on the internet.

At the same time, the study OTRS Spotlight Consumer Service He revealed that 92% of Brazilian corporations make use of WhatsApp to perform customer service. In this scenario, Marcos Schütz, CEO of SaleComChat, A network specialized in WhatsApp automation services, highlights that the automation of the instant messaging tool can be a great ally in managing the sales flow in times of high demand, such as 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 answers to FAQs and common chatbot problems, in addition to managing the message flow”, explains the executive.

According to the CEO of VendacomChat, some mechanisms are fundamental for the good management of the sales flow via WhatsApp at Christmas. Check it out:

Chatbot for 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 waiting time for the consumer and, consequently, increases the level of satisfaction. “ The robots for service allow companies to automate answers to FAQs and process simple requests without human intervention. In this way, brands can serve a greater volume of customers simultaneously”, he explains.

Smart screening and routing

Also according to the manager's yearbook: CX Trends 2024, 51% of consumers say that for the service of a robot to be good, it needs to connect to a human when necessary. According to Schütz, WhatsApp's automation tools are perfectly capable of classifying and forwarding messages based on keywords or query content, ensuring that customers are quickly directed to the correct attendant or department.

Segmentation & personalization

According to the CX Trends 2024 report – Explore the full potential of the smart CX, prepared by Zendesk, companies must also ensure that essentially digital channels offer an exceptional service, taking advantage of advanced artificial intelligence (AI) tools and customization 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 in this period increase and a quick response can be the differential to close a sale. With more time to study customer information, the service can be more segmented and personalized, so the brand can increase sales conversion and customer satisfaction”, explains the entrepreneur.Peak management of interactions

Far beyond the functions of automating messages, segmentation and service customization, Schütz states that in periods of high demand it is essential to automate the management of the message flow. “ The software ensures that all messages are answered in a timely manner, maintaining the quality and speed of service”, he concludes.