According to a survey conducted by CNDL – National Confederation of Shop Managers, in partnership with the Credit Protection Service (SPC Brasil), more than 132.9 million Brazilians plan to make purchases this Christmas, so the date is expected to generate 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– intend to make purchases online.
At the same time, the studyOTRS Spotlight Consumer ServiceIt revealed that 92% of Brazilian corporations use WhatsApp to provide customer service. In this scenario, Marcos Schütz, CEO of VendaComChat, A company specialized in WhatsApp automation services highlights that automating the instant messaging tool can be a great ally in managing the sales flow during peak demand periods, such as Christmas. "Through automation resources, it is possible to make customer service fast and high quality, because this type of solution enables automated responses to frequently asked questions and common problem resolution with a chatbot, in addition to managing the message flow," explains the executive.
According to the CEO of VendaComChat, some mechanisms are essential for the proper management of the sales flow via WhatsApp during Christmas. Check it out
Chatbot for customer 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 regard, Marcos emphasizes that he reduces the consumer's waiting time and, consequently, increases the level of satisfaction. "Customer service robots enable companies to automate responses to frequently asked questions and process simple requests without human intervention. In this way, brands can serve a larger volume of customers simultaneously," he explains.
Intelligent Triage and Referral
According to the 2024 CX Trends Manager's Yearbook, 51% of consumers state that for a robot's service to be good, it needs to connect with a human when necessary. According to Schütz, WhatsApp automation tools are perfectly capable of classifying and forwarding messages based on keywords or query content, ensuring that customers are quickly directed to the appropriate agent or department.
Segmentation and personalization
According to the CX Trends 2024 report – Explore the full potential of intelligent CX, prepared by Zendesk, companies should also ensure that essentially digital channels provide exceptional service by leveraging advanced Artificial Intelligence (AI) tools and personalization techniques. In this regard, the CEO of VendaComChat highlights that through WhatsApp automation, human operators can manage conversations efficiently, with quick access to customer information and purchase history.
“This is crucial during times of high demand, such as Christmas, because demand increases during this period and a quick response can make all the difference in closing a sale. With more time to study customer information, service can be more targeted and personalized, so that the brand can increase sales conversion and customer satisfaction,” explains the businessman.Managing peak interactions
Beyond message automation functions, segmentation, and personalized service, Schütz states that during periods of high demand, it is essential to automate the management of the message flow. "The software ensures that all messages are attended to promptly, maintaining the quality and speed of service," he concludes.
