Plusoft boosts social selling to turn social media interactions into business results

Plusoft, a customer journey management company, is evolving its Plusoft Social solution with the practice of social selling. This initiative marks a new stage in how brands transform social media engagement into real conversions, bringing the consultative selling process into the very channels where the consumer already is.

Today, Plusoft Social allows all customer contact, from service to the sales process, to happen from beginning to end on the same communication channel, without redirection to other means. “Social selling is no longer just a trend; it's an operational strategy, with methods, metrics, and a direct impact on business results. We're talking about transforming spontaneous interactions into qualified conversations and, from there, into assisted sales, with trust and relationship building,” comments Bruno Alves, Vice President of Clients & Social at Plusoft.

The social selling logic applied by Plusoft goes beyond traditional social commerce. It's a consultative approach that identifies signs of purchase intent in comments and messages, such as questions about products, comparisons, or expressions of desire, and transforms that moment into an opportunity. Comments like "I've always wanted a product like this" or "I'm just waiting for a discount" cease to be noise and become triggers for a personalized approach.

The method adopted in the project follows four stages: mapping, approach, operation, and results measurement. Adopting social selling practices can lead to increased direct conversations with customers, improved sales processes, and expanded conversion rates and average order value.

Plusoft's practical experience working with social selling led to important adjustments in the closing process. Initially, in one of Plusoft's client operations, sending payment links with attached discounts caused discomfort among some consumers, especially because it required additional validations on their mobile phones. The operation evolved to the creation of personalized discount coupons, sent directly to the customer. The coupon remains active for up to two months, allowing the purchase decision to mature, which increased the conversion rate over time.

“When we remove friction and respect the consumer's time, the sale happens much more naturally. Social selling doesn't force the transaction; it accompanies the journey, leveraging engagement at the right moment,” explains Alves.

This practice repositions customer service, since what was previously seen as a cost center now generates revenue and even subsidizes part of the operation. Positive interactions gain public prominence on social media and serve as a showcase for new customers.

Looking to the future, Plusoft already envisions new developments in social selling, such as integrating conversations with WhatsApp, using generative AI to enhance agents with more natural dialogues, negotiating and recommending products, as well as actively stimulating conversations based on creator content and providing medium- and long-term support to users who don't convert immediately.

With the advancement of social selling practices within its ecosystem, Plusoft reinforces its strategy of combining technology, data, and relationship intelligence to transform engagement into concrete results, precisely at the point where the consumer demonstrates intent.

Source: Plusoft