MATRIX GO in the MEDIA
Original Article at: Propmark: https://propmark.com.br/opiniao/a-necessidade-de-uma-abordagem-estrategica-nao-apenas-operacional/
In an increasingly competitive and dynamic market, treating customer relationships as a mere operational activity is a costly mistake. This type of contact has transcended its merely operational role to become a fundamental strategic pillar of organizational success. In my career as an entrepreneur and specialist in digital relationship technology, I have observed a significant transformation in the way companies approach customer engagement. The combination of advanced technology and a well-defined strategy has become essential to creating truly exceptional experiences in the market.
Problems of poor customer relationships
As a developer of digital relationship solutions, I observe that when companies treat customer relationships solely as an operational function, they face devastating consequences. Loss of revenue and retention represent one of the most critical problems I witness in the market, as dissatisfied customers not only stop buying but also become active brand detractors. I constantly see companies trapped in a vicious cycle where a lack of a structured strategy results in fragmented processes, inadequate response times, and ineffective problem resolution, driving up operational costs while customer satisfaction plummets.
Operational inefficiency manifests itself in the inability to leverage valuable data about consumer behavior. I realize that without a strategic relationship, companies lose crucial insights, wasting valuable cross-selling and up-selling opportunities. Fragmentation across different service channels creates inconsistent and frustrating experiences, requiring customers to constantly repeat information. The inability to personalize at scale leads companies to offer generic communications that fail to generate engagement and waste opportunities for competitive differentiation.
AI solutions to transform relationships
Currently, there are several artificial intelligence-based solutions that directly address these business challenges. One of the most significant innovations is generative artificial intelligence, which can even function as a digital employee, enabling automated customer service while maintaining quality and personalization. This technology offers advanced contextual understanding and natural response generation capabilities, transforming every interaction into a valuable opportunity to strengthen relationships.
Complementing this technology are intelligent chatbots and advanced voicebots that revolutionize the customer service experience. Chatbots use natural language processing to understand and respond to customer needs instantly and accurately, while voicebots offer natural and fluid voice interactions, providing a more humanized and accessible experience for users who prefer verbal communication.
These solutions address the critical challenge of interacting with users simultaneously 24/7, solving different needs with consistent speed and quality. Specialized conversational AI completely transforms the sales journey, equipping companies with virtual assistants ready to guide customers from the first interaction to post-sale loyalty. Multichannel integration offers seamless connectivity between different touchpoints, especially leveraging channels like WhatsApp to build strong relationships.
The competitive advantage of these solutions lies in advanced data-driven personalization, using AI algorithms to analyze complex behavior patterns and enable mass customization that was previously impossible. This analytical capability allows companies to be proactive in relationships, anticipating specific needs and offering customized solutions before the customer realizes they need them. The intelligent scalability of these technologies helps businesses connect with and serve customers, maintaining excellent service regardless of the exponential growth of the customer base.
Customer relationships can no longer be treated as a merely operational function. Companies that adopt a strategic approach, supported by advanced artificial intelligence technologies, not only solve current relationship problems but also strategically position themselves to capture future opportunities in an increasingly competitive market. The combination of advanced artificial intelligence, scientific understanding of human behavior, and multichannel integration creates a robust ecosystem where each interaction contributes significantly to sustainable growth and competitive differentiation.
Nicola Sanchez is CEO of Matrix Go.
