Speed in responding to the customer is the line that separates success from frustration. A Harvard Business Review research reveals that companies that contact potential clients within one hour are seven times more likely to convert these leads compared to those that take longer
Furthermore, inside sales data show that the chances of converting a lead decrease by 80% after five minutes of initial contact. This is, the qualification probability is eight times higher in the first five minutes compared to a 5 to 24-hour interval
In the physical world, a consumer who enters a store and is not served quickly can simply leave and look for another option. No digital, the logic is the same, pero la competencia está a un clic de distancia. If a company takes a long time to respond to a WhatsApp message or a quotation email, perde a oportunidade de conversão para quem chegou antes
"Today, it is no longer just a matter of providing good service, but more to serve quickly and with quality. The response time determines the closing of a deal and, in many cases, loyalise the consumer. Who does not adapt, perde espaço, highlights Mateus Miranda, CIO of Irrah Tech, company specializing in digital solutions for businesses
With increasingly demanding consumers, não basta apenas treinar equipas para responder com mais agilidade. A tecnologia surge como uma estratégia essencial, e a inteligência artificial (IA) tem se destacado como uma ferramenta crucial para aproximar ainda mais marcas e clientes
Irrah Tech, for example, desenvolveu o GPT Maker, a solution that creates and customizes chatbots to meet the specific needs of companies. Unlike traditional chatbots, that follow rigid workflows, the Irrah Tech system interprets contexts and adjusts the tone of voice according to the client, speeding up service by up to 50% compared to traditional systems.”
O CIO ainda destaca que isso ocorre porque a IA é capaz de responder de forma mais rápida e eficiente, dealing with simple issues and forwarding only the most complex cases to humans, without interrupting the flow of interaction, this is, without pauses or breaks in the natural flow of the conversation. The time saving is mainly due to the ability to provide immediate responses, reducing wait times and optimizing the problem-solving process. For example, in a traditional service, the client can expect delayed responses, needing to repeat information or be transferred from one agent to another. Já com o sistema mencionado, the communication flow is maintained continuously, providing a faster and uninterrupted experience
CHATBOT learns and creates emotionally intelligent communication
Miranda explains that GPT Maker is not a typical chatbot. He learns from the content the company already has, like sites, internal documents and previous appointments, ensuring more accurate and personalized responses. Furthermore, permite 'personificar' la interacción, creating communication with emotional intelligence tailored to the target audience profile.”
The versatility of the tool allows application in different sectors, from retail to health and food. Companies that handle large volumes of customer service, como e-commerces e redes de serviços, benefit from automation to maintain 24-hour active support, seven days a week
Imagine a restaurant that receives dozens of orders and inquiries via WhatsApp every day. With traditional service, the clients would face virtual queues, ignored messages and lost requests. Already with an AI-trained chatbot, the responses are instant: the consumer receives the menu, select the items, make the payment and receive the confirmation, everything without human intervention. This reduces errors and increases customer loyalty, because the process becomes more agile, efficient and uninterrupted, providing a more satisfying and seamless customer service experience.”
In the fashion industry, automation is also already a reality. O Kigi, another product from IRRAH, it is an ERP integrated with WhatsApp and an e-commerce platform aimed at retailers in this segment. Além de facilitar as vendas, the solution streamlines communication with clients and suppliers, automating processes that previously required time and manual effort, explain
With the accelerated digitization, the response time will continue to be a key factor in the customer experience. Tools like Dispara Aí and Plug Chat, ambassadors of Irrah Tech, are already being adopted by companies seeking to optimise the use of WhatsApp for marketing automation and customer management
Technology does not replace the human factor, but it complements it. In the end, what the consumer wants is a seamless experience, personalised and frustration-free. And AI is the best ally to deliver this, finalizes the specialist
