Automating customer service, the next technological bet for SMEs

Even though the adoption of technologies that allow automating procedures has been related as a concept that is only offered to big firms, the reality is that there are a lot more and more options for SMEs to carry out automation in their business units.

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August
13, 2021

3 min go through

This posting was translated from our Spanish edition working with AI technologies. Mistakes may exist thanks to this course of action.

Presented the influence of the wellbeing disaster, modest and medium-sized businesses in Mexico made vital changes to keep their companies afloat. Between these transformations, the adoption of technologies in its procedures stands out.

According to INEGI figures, micro, little and medium-sized businesses in Mexico, which variety almost 4 million, are of essential importance, given that they characterize 99.8% of the complete firms in the nation, create 71% of employment and contribute 52% of the Gross Domestic Merchandise (GDP).

For this team of organizations, the technological gap translates into considerable aggressive lags, these as a reduction in consumers and product sales. According to a examine by the KPMG consultancy, despite the fact that 86% of corporations in the region estimate that the use of disruptive systems opens up larger chances in uncertain occasions like the types we at present live in, only 47% are applying them.

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For illustration, the technological innovation firm Obvious , with 11 decades of encounter in the progress of application for SMEs in the automotive sector and with a presence in 19 international locations, detected that utilizing automation processes in the shopper service region, as a result of instant messaging, raises the competitiveness of SMEs.

“We have confirmed raises in sales of 26% on ordinary and 10% much more shoppers in SMEs that are committed to automating the supply of complementary services and prospecting for new customers, in addition to decreasing the frequency of ‘no show’ or lack of help ”Said Brad Simmons founder and CEO of the firm.

“While the adoption of systems that permit automating processes has been associated as a idea that is only readily available to substantial organizations, the fact is that there are extra and extra options for SMEs to apply automation in their business units,” he described Simmons.

For this rationale, the agency is currently functioning on the improvement of a electronic system that will automate shopper company on WhatsApp, which is the most significant instantaneous messaging application in Latin The usa, in get to enhance revenue and buyer acquisition. potential for those people SMEs that have a significant quantity of appointments, this kind of as businesses in the well being sector.

And it is that this fast messaging application is the chosen channel of consumers not only to communicate, but also to invest in. According to Statista, 83% of individuals in Latin America use WhatsApp for their purchase processes.

The launch of the system, which is at this time currently being made by Mexican expertise and is currently being funded with funds from Silicon Valley, is envisioned to come about in Latin The united states in the final quarter of this calendar year.

For the CEO of Distinct, automation will be important to the survival of SMEs in an ever more digital economy.

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