According to the Black Friday 2024 Purchase Intentions Survey, conducted by Wake in partnership with OpinionBox, 66% of Brazilian consumers intend to buy some product this Black Friday. The report, which also addresses issues related to the customer experience, indicates that WhatsApp is one of the preferred means of interaction for customers (30.1%) with companies when it comes to brand communication and advertising.
In this regard, the Cielo-SBVC Ranking study, conducted by the Brazilian Society of Retail and Consumption (SBVC), showed that 46% of the largest retailers operating in Brazil use WhatsApp as a sales tool. At the same time, the 2024 Sales Panorama survey, conducted by RD Station, revealed that 70% of sales professionals state that social media is the most effective channel for customer contact.
From this scenario, Marcos Schütz, CEO of VendaComChat, Franchise network specialized in WhatsApp automation services, alerting that starting automated actions on the instant messaging app before Black Friday boosts sales and improves the customer experience. "Preliminary campaigns help not only to expand the contact base but also to create anticipation among consumers. By announcing offers and special discounts that will be available, brands arouse interest and excitement, encouraging customers to plan their purchases," explains.
According to the executive, WhatsApp automation tools offer various features designed to maximize customer service efficiency and, consequently, increase sales. This is because, through the feature, it is possible to serve a larger volume of consumers simultaneously, create a sense of urgency about the offers, answer frequently asked questions, and resolve common problems with a chatbot, as well as manage the message flow. "These automation capabilities ensure that customer service is not only fast but also of high quality, even when the volume of interactions is significantly higher," comments Marcos.
According to the CEO of VendaComChat, some features are crucial to stand out during Black Friday, check it out:
Data AnalysisWhatsApp automation tools enable the collection and analysis of customer data, allowing salespeople to better understand purchasing patterns and optimize marketing and sales strategies during Black Friday. "This type of tool allows creating and sending personalized offers based on the customer's purchase history. During peak demand periods, it can be used to offer exclusive discounts that are more likely to convert sales, based on consumers' previous preferences and purchasing behavior," explains Marcos.
Schedule alerts for flash sales and limited stock
Through automated messages, retailers can notify customers about upcoming offers, flash promotions, and the stock of the most desired products. According to Schütz, this keeps customers informed and attentive until the start of promotions, motivating immediate purchases.
Peak service management
The system can automate the scheduling of confirmations or reminders, reducing the administrative burden on staff to prevent delays or confusion. Furthermore, during periods of high traffic, managing received messages ensures that all are attended to promptly, maintaining the quality and speed of service.
Customizing acknowledgements and requesting feedback
Finally, the CEO emphasizes that providing efficient after-sales service is crucial to retain customers acquired during seasonal retail periods and therefore recommends, "send personalized thank-you messages after the purchase, using the customer's name and specifically mentioning the purchased product. This shows appreciation and recognition for them. Additionally, sending satisfaction surveys immediately after a service is completed can provide instant feedback that should be used for quick real-time adjustments," he concludes.
