In celebration of Consumer Rights Day, Sinch, a global leader in cloud communications, alerts brands to a crucial challenge: digitalizing customer service is no longer an option, but a necessity..In a world where consumers demand immediate and personalized responses, companies that do not adopt AI-powered chatbots risk losing customers and falling behind in a highly competitive market.
Today's consumers expect immediate and personalized responses. Chatbot technology not only enhances the customer experience by providing instant service and support at any time of the day, 365 days a year, but also optimizes company resources.Mario Marchetti, head of Sinch in Latin America, explains.
Brands without chatbots are at risk: the new reality of customer service
Consumer Day is not just an opportunity to reflect on your rights and needs, but also to analyze the new expectations of the Brazilian market. According to the latest Map of the Brazilian Bot Ecosystem, produced by Mobile Time, Brazil currently has 164,000 chatbots in operation, a 14% increase compared to 2023. These chatbots handle an average of 705 million sessions per month, which represents an average of 4,300 interactions per month per bot.
According to a Sinch study, 65% of consumers prefer to interact with companies through automated channels, such as chatbots, due to the speed and accuracy of responses. Furthermore, companies that implemented these solutions reported a 50% increase in customer satisfaction and greater loyalty.
When asked by consumers what they valued most in their relationship with a new company in the Sinch Connections report, 32% of respondents answered that it was the ability to track the status of their orders. Customers demand frequent information, and the companies that provide it are establishing proper foundations for longer-lasting relationships with their audience.
In this scenario, WhatsApp stands out as the preferred channel for bot operation, with 77% of developers stating that it is where they have the most bots running. The messaging app is installed on 98% of Brazilian smartphones and is present on the home screen of more than 50% of these devices, according to Panorama Mobile Time/Opinion Box survey. It is also the channel where most developers have already tried to create bots: 94% of respondents have already created at least one WhatsApp bot in Brazil.
Importance of transparency and consent: Opt-in and A2P
In the context of digital customer service, brands must respect consumers' fundamental rights, ensuring data protection and transparency in the use of their personal information. A crucial aspect is the opt-in process, which ensures that consumers give explicit consent before receiving marketing messages or automated support. Brands should avoid being invasive, ensuring that messages are only sent to consumers who have given their clear and simple authorization.
Furthermore, compliance with A2P (Application-to-Person) regulations is essential. Companies must ensure that their communications are legitimate and compliant with local and international regulations to avoid legal issues. Sinch guarantees that its communication solutions meet all A2P requirements, ensuring that messages are sent securely and respect consumer privacy.
Security in digital communication: how Sinch protects consumers
At Sinch, consumer data security is a priority. The cloud communication platform meets the highest security standards, including compliance with international regulations such as GDPR (General Data Protection Regulation). Sinch uses advanced end-to-end encryption to ensure that all information transmitted through our channels, such as WhatsApp, SMS, and email, remains secure and private.
Why are chatbots essential for companies in 2025?
- Immediacy and availability 24 hours a dayConsumers are no longer willing to wait. A chatbot can handle thousands of inquiries simultaneously, improving service efficiency.
- Personalization at scaleArtificial intelligence allows chatbots to analyze past interactions and provide responses tailored to the customer's needs.
- Reduction of operational costsThe implementation of chatbots reduces the workload of traditional service centers by handling automatic issues such as order status or frequently asked questions, allowing human agents to focus on more complex inquiries.
- Multichannel integrationWith Sinch, companies can manage customer service through WhatsApp, SMS, email, and other channels on a single platform.
"Brands that do not adopt automated communication solutions risk losing customers to competitors who do. By 2025, digitalizing customer service will be a decisive factor for loyalty. At Sinch, we have clients who have simplified the process to the point of enabling payments through channels like WhatsApp, making it easier for consumers to complete transactional operations from start to finish within the same channel.", adds Marchetti.
The future of customer service is now
The increasing adoption of chatbots in Brazil demonstrates the importance of digitalizing customer service. Companies that have not yet made the leap to digitalization risk losing relevance in a market where immediacy and personalization are essential. With Sinch's cloud communication solutions, brands can quickly adapt to this new era and deliver customer service experiences that not only meet but exceed the expectations of the modern consumer.
