According to data released by Kissmetrics, a platform for digital marketing automation, monitoring, and engagement, 71% of consumers claim that a brand’s positive evaluation is directly related to quick and effective responses. At the same time, the Gartner report Future of Sales reveals that 33% of buyers desire sales experiences without sellers. 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, offering immediate and personalized support to increase consumer satisfaction and loyalty,’ commented the executive.
According to Schütz, one of the main benefits of automation in customer service is the reduction of response time. The information is endorsed by a survey from the digital marketing agency Dbout Mídia, which revealed that when customers are responded to in less than 10 minutes, conversion rates increase by 70%.
‘Currently, in Brazil, 70% of sales start with WhatsApp, and message automation can expand the volume of sales by up to 40%. This is because, in addition to being available to consumers 24 hours a day, 7 days a week, the technology enables the team to focus on creative growth strategies, improving efficiency, and reaching new customers with less effort,’ explained the CEO.
According to the study 37 Stats That Make the Case for Sales Automation in 2024 by Hubspot, sales professionals estimate saving about two hours and 15 minutes daily by 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 automating customer service enables personalized interactions. “This type of solution allows sellers to create authentic connections with consumers, as it facilitates data collection, storage, and retrieval. Thus, it is possible to develop personalized messages that show the brand truly cares about the needs and expectations of customers,” clarifies.
According to Schütz, by 2025, personalized and relevant customer service will be delivered through technologies such as AI and advanced automation, integrated with 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. Therefore, customer service should be continuously reviewed and improved based on feedback, trends, and new technologies, ensuring that companies adapt to the ever-evolving consumer expectations,” he concludes.
