Automating Customer Service, the Next Technological Bet for SMEs

Although the adoption of technologies that allow automating processes has been related as a concept that is only available to large companies, the reality is that there are more and more options for SMEs to implement automation in their business units

A woman looks at her phone. Andrea Piacquadio/Pexels

By Entrepreneur Staff

Given the impact of the health crisis, small and medium-sized enterprises (SMEs) in Mexico made important changes to keep their businesses afloat. Among these transformations, the adoption of technology in its processes stands out.

According to INEGI figures, micro, small, and medium-sized companies in Mexico, which number almost 4 million, are of vital importance, since they represent 99.8 percent of the total companies in the country, generate 71 percent of employment, and contribute 52 percent of the Gross Domestic Product (GDP).