Christmas heats up Brazilian commerce; learn how to manage the sales flow through WhatsApp

According to a survey conducted by CNDL 'National Confederation of Shopkeepers, in partnership with the Credit Protection Service (SPC Brazil), more than 132.9 million Brazilians plan to make purchases at Christmas since year, so that the date should move R$ 74.6 billion in the country's economy. According to the survey, 81.4 million of these consumers 0 equivalent to 50% of customers planning to purchase a product ''I intend to make acquisitions over the internet.

At the same time, the study OTRS Spotlight Consumer Service revealed that 92% of Brazilian corporations make use of WhatsApp to perform customer service.In this scenario, Marcos Schutz, CEO of SaleComChat, a network specialized in Whatsapp automation services, highlights that the automation of the instant messaging tool can be a great ally in managing the sales flow in times of high demand, such as Christmas.“By automation resources it is possible to make customer service fast and high quality, this is because this type of solution enables automated answers to frequently asked questions and solving common problems with chatbot, in addition to managing the message flow”, explains the executive.

According to the CEO of VendaComChat, some mechanisms are fundamental for the good management of the sales flow via WhatsApp at Christmas.

Chatbot for service

According to the Manager's Yearbook, CX Trends 2024, 59% of consumers believe that chatbots and self-service systems can improve the efficiency of customer service. In this respect, Marcos points out that it reduces consumer waiting time and, consequently, increases the level of satisfaction. “Bots for customer service enable companies to automate answers to frequently asked questions and process simple requests without human intervention.

Smart screening and routing

Also according to the Manager's Yearbook: CX Trends 2024, 51% of consumers state that in order for a robot's service to be good, it needs to make the connection with a human when necessary. According to Schutz, WhatsApp automation tools are perfectly capable of sorting and forwarding messages based on keywords or query content, ensuring that customers are quickly directed to the correct attendant or department.

Segmentation & personalization

According to the CX Trends 2024 report (AI) Explore the full potential of smart CX, developed by Zendesk, companies must also ensure that essentially digital channels offer exceptional service by leveraging advanced Artificial Intelligence (AI) tools and personalization techniques.In this regard, the CEO of VendaComChat highlights that through WhatsApp automation, it is possible for human operators to manage conversations efficiently, with quick access to customer information and purchase history.

“This is crucial during times of high demand, as is the case of Christmas, because the demands in this period increase and a quick response can be the differential to close a sale. With more time to study customer information, the service can be more segmented and personalized, so that the brand can increase sales conversion and customer satisfaction”, explains the entrepreneur.Managing peak interactions

Beyond functions of message automation, segmentation and personalization of service, Schutz states that in periods of high demand it is essential to automate the management of the message flow.“O software ensures that all messages are met in a timely manner, maintaining the quality and speed of service”, concludes.