Southerners are using digital means more to communicate with companies and also suggest that this technology incorporate Artificial Intelligence to help them save money and create personalized shopping lists. This is what the groundbreaking research conducted by Infobip across all southern Brazilian states reveals, where 63% have already admitted to making a purchase after receiving messages with advertisements, and 84% are using WhatsApp as their main communication channel when they have questions, complaints, or to place an order or make a virtual purchase.
“These figures confirm the population’s strong adherence to digital channels when communicating or even deciding on a purchase. It is an important time, especially with Black Friday and Christmas approaching, for small, medium and large companies to sell more. Technologies like these are already so present in the lives of southerners that 10% of those who responded to the survey use chats even to vent or flirt,” summarizes Giovanna Dominiquini, sales director at Infobip.
For the specialist, communication between the consumer and the company can be integrated at any stage of the business, but it is important that it increasingly considers the profile of that customer. The survey indicated exactly that, as 85% would engage more with stores, for example, that offered personalized service. And this customization also reflects how Southerners see technology helping them in their daily lives. For 44%, AI could help save money by comparing prices and brands, while 27% would like it to create shopping lists based on consumption habits.
“When it comes to increasing sales through an online approach, what we are really seeing is the power of personalized communication and the right technology tools working together. Across all industries, the impact has been impressive. As examples, we have clients in several sectors who have seen great results. In the consumer goods sector, we saw one client’s sales increase by up to 14 times. In the transportation sector, sales increased by 8%, and in the construction sector, conversions increased by 4.2 times,” says Giovanna.
This significant increase in sales also occurs when the consumer leaves an item in the virtual cart and closes the page, giving up or postponing it; however, communication between the e-commerce and the customer can encourage them to resume the purchase. That's what 55% of Southerners say, who have already returned to the cart after receiving a message from the store. Even when online support, that which e-commerce can offer while users browse the site to clarify doubts or assist with payment, did not exist, 77% of them gave up on purchasing.
For 78% of the southern population, talking to chatbots is not a problem, as long as they offer adequate support, while 62% prefer to start the conversation with a robot and, if necessary, be transferred to a human. Already 36% admit to liking to chat with these chatbots. However, there is an important caution that must be taken into account by companies and consumers, since 78% are concerned about sharing personal information with chatbots.
"The technologies that support online experiences have become increasingly accessible to everyone, regardless of industry or company size. For example, chatbots are no longer a tool reserved for large, well-known brands. Today, even smaller companies can integrate chatbot solutions to enhance customer service, manage inquiries, and offer personalized experiences. In fact, we have seen companies increase lead generation by up to 138% after implementing a 24/7 customer service chatbot, demonstrating the impact these tools can have. Even for merchants in the early stages of virtual customer service—using something as simple as WhatsApp without automation—it's a great starting point. The important thing is that they are in the digital space, because that's where their customers are," concludes.
