MATRIX GO in the MEDIA
Original Article in: Carta Capital: https://www.cartacapital.com.br/do-micro-ao-macro/cinco-dicas-para-empresas-melhorarem-o-atendimento-digital-ao-cliente/
A survey by OTRS Spotlight: IT Service Management revealed that almost 801,000 Brazilian companies have already invested resources in automation.
Despite this, 97% of executives say they still intend to improve IT services in the coming months.
The main difficulties highlighted are limited budget, internet instability in some regions and international regulatory requirements.
These factors directly impact communication with the customer. Nicola Sanchez, CEO of Matrix Go, argues that companies can overcome these obstacles with well-structured digital strategies. He listed five practices that help strengthen relationships and improve the customer experience.
Define the Digital Strategy
According to Sanchez, it's essential to prioritize the customer regardless of the technology used. To achieve this, executives must understand the needs of those seeking services and also consider macroeconomic factors.
"In May, Brazil reached the highest number of defaulters in Serasa's history, approximately 77 million people. If your business is facing customer issues, it's crucial to understand how to facilitate not only service, but also support and loyalty," he states.
Invest in Unified Channels
The omnichannel concept integrates communication and sales channels, allowing consumers to choose where to buy or interact. Today, many people access websites, social media, and messaging apps.
"Today's consumers don't choose a channel; they choose the experience. Investing in omnichannel ensures that this experience is fluid, personalized, and continuous, regardless of where they are—whether on a website, social media, or a messaging app," explains Sanchez.
He adds that the strategy's success depends on the integration between service, marketing, and sales, unifying data and journeys.
Use AI on WhatsApp Business Platform
WhatsApp is already part of most Brazilians' daily lives. When combined with artificial intelligence, the channel increases customer service efficiency, making it more agile and scalable.
"To help entrepreneurs, we developed Morpheus, an AI assistant that can act and interact autonomously across any channel, including WhatsApp. Based entirely on AI, the solution is capable of understanding intent, responding in real time, and continuously learning from conversation history, ensuring accuracy without relying on rigid scripts or human intervention. Furthermore, Morpheus is fully adaptable by industry, enabling a personalized and efficient experience for every type of business," notes Sanchez.
Integrate with Smart CRMs
Integration with intelligent CRMs allows you to gather customer history and information in real time. This allows your company to know their most recent orders or questions even before the next interaction.
"Intelligent CRMs use real-time data and AI to identify behavior patterns, predict needs, and even proactively suggest solutions. This improves service quality, reduces resolution times, and increases customer satisfaction and loyalty. In short, an intelligent CRM transforms data into relationships and relationships into results," says Matrix Go's CEO.
Strengthen After-Sales
Post-purchase support is crucial to keeping customers engaged and loyal to the brand. At this point, artificial intelligence helps predict demands and offer solutions before complaints arise.
"Both chatbots and virtual assistants are excellent after-sales tools that can instantly answer frequently asked questions, while CRMs with integrated AI analyze interaction history to suggest even more effective approaches. AI also allows you to monitor consumer sentiment in real time, adjusting the tone of communication based on satisfaction levels. In other words, by combining technology and data intelligence, companies can transform after-sales service into a competitive advantage, increasing loyalty, reducing friction, and creating brand advocates," concludes Sanchez.
