According to data released by Kissmetrics, a digital marketing automation, monitoring, and engagement platform, 71% of consumers state that a positive brand evaluation is directly related to quick and effective responses. At the same time, the reportFuture of Sales, According to Gartner, 33% of buyers desire salesperson-free experiences. In this scenario, customer service automation has become increasingly present in the retail sector.
According to Marcos Schütz, CEO of VendaComChat, a network specialized in WhatsApp automation services, the feature has become a necessity. "By automating sales processes, it is possible to transform the customer experience, providing immediate and personalized support in order to increase customer satisfaction and loyalty," comments the executive.
According to Schütz, one of the main benefits of automation in customer service is the reduction of response time. The information is supported by a survey from the digital marketing agency Dbout Mídia, which revealed that when customers are responded to in less than 10 minutes, the chances of conversion increase by 70%.
“Currently, in Brazil, 70% of sales start via WhatsApp and message automation can expand sales volume by up to 40%, because, in addition to being available to consumers 24 hours a day, 7 days a week, technology enables the team to focus on creative growth strategies, improving efficiency and allowing new customers to be reached with less effort”, explains the CEO.
According to the survey37 Stats That Make the Case for Sales Automation in 2024, prepared by Hubspot, reveals that sales professionals estimate they save around two hours and 15 minutes daily when using Artificial Intelligence (AI) and automation solutions for manual tasks.
In addition to reducing response time, increasing sales conversion, and saving time, Schütz states that automation of customer service enables personalized interactions. "This type of solution allows sellers to create authentic connections with consumers, as it facilitates the collection, storage, and retrieval of data. In this way, it is possible to craft personalized messages that demonstrate that the brand truly cares about the customers' needs and expectations," he explains.
According to Schütz, in 2025, personalized and relevant service will be delivered through technologies such as AI and advanced automation, integrated into platforms that analyze and interpret data instantly. Despite this, the executive warns that success in customer service will depend on a balanced approach between technology and humanization. Tools like AI, automation, and data analysis bring efficiency, but it is empathy and human care that create genuine connections and foster customer loyalty. In this way, customer service must be continuously reviewed and improved based on feedback, trends, and new technologies, ensuring that companies adapt to the ever-changing expectations of consumers, concludes.
