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Customer support automation, the following technological guess for SMBs

Although the introduction of technology to automate processes was seen as a concept only available to large companies, the reality is that there are more and more opportunities for SMBs to implement automation in their business areas.

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August
13, 2021

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This article was translated from our Spanish edition using AI technologies. Errors can occur because of this process.

Given the impact of the health crisis, small and medium-sized businesses in Mexico have made important changes to keep their businesses afloat. Among these transformations, the introduction of technology into their processes stands out.

According to INEGI figures, micro, small and medium-sized enterprises are vital in Mexico, numbering nearly 4 million, as they account for 99.8% of the country's total businesses, generate 71% of employment and 52% of gross domestic product (GDP ).

For this group of companies, the technological gap leads to considerable competition delays, such as a decline in customers and sales. According to a study by the consulting firm KPMG, 86% of companies in the country believe that the use of disruptive technologies opens up greater opportunities in uncertain times as we live them today, but only 47% implement them.

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For example, the technology company Clear, with 11 years of experience in developing software for SMEs in the automotive sector and with a presence in 19 countries, has found that the implementation of automation processes in the customer service area through instant messaging increases the competitiveness of SMEs.

"We've seen sales increases averaging 26% and 10% more customers in SMBs who are committed to automating the offering of complementary services and finding new customers, as well as reducing the frequency of no-shows or lack of support," said Brad Simmons Founder and CEO of the company.

"While the adoption of technology to automate processes was seen as a concept only available to large organizations, the reality is that there are more and more opportunities for SMBs to implement automation in their businesses," said Simmons.

That's why the company is currently working on developing a digital platform that will automate customer service on WhatsApp, the premier instant messaging app in Latin America, to increase sales and customer acquisition. Potential for medium-sized companies with high order volumes, such as companies in the healthcare sector.

And it is that this instant messaging app is the preferred channel for consumers to not only communicate but also to buy. According to Statista, 83% of people in Latin America use WhatsApp for their purchasing processes.

The platform, which is currently being developed by Mexican talent and funded with capital from Silicon Valley, is due to launch in Latin America in the final quarter of this year.

For Clear's CEO, automation will be key to SMB survival in an increasingly digital economy.

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