According to Visa America Economic Intelligence 2012 Report, in Latin America e-commerce sales are going to get over US$ 69 thousands millions this year and it is expected to pass US$ 100 thousands millions in 2014.

Besides, eMarketer consulting shows that the e-commerce will enhance from US$ 2800 in 2011 to US$ 7100 in 2016 in Argentina; from US$ 4000 to US$ 8600 in Mexico, from US$ 1400 to US$ 6100 in Chile and from US$ 1000 to US$ in Colombia.

In such a complex context, companies from all over the world have to realize that digital channels are more than a showcase: nowadays they are important virtual branches where users are able to find out interesting information and purchases.

Today, before closing a sale, people expect to find answers to their inquiries and thus, feel sure that they will make the right choice. In other words, between a virtual showcase and the online cart, there is gap that must be undoubtedly filled up by an excellent service.

How is it possible?

There is currently a cost-benefit virtual agent solution that allows customer service to improve, without paying a large amount of money. Delivered in the Saas mode, costs can be cut down in a short term.

This technology is able to be used in any website thanks to the powerful system, based on artificial intelligence, that admit interpreting the natural language and dialogue. It is a simple process: after receiving the written inquiry, the virtual agent answers instantly, without waiting time and gives precise information.

Definitely, the customer service tool allows:

•The development of its own personality
•Website integration
•Social media integration
•Being used on smartphone and tablets

In such a competitive context, because customers expect a direct relationship with the brand, companies have to develop a unique value to offer through digital channels and the virtual agent is the opportunity to make a difference in the market.