Conversational AIs Streamline Workflows, Identify Client Needs

Q: How has Leadsales' positioning evolved from its founding in 2020 to being named one of Forbes' 30 Promises in 2024?
A: In just a few years, we scaled from serving 1,300 clients in 2023 to over 2,800 across Latin America, the United States, and the European Union. A critical inflection point was securing our US$3.7 million seed round in 2023, which allowed us to expand our team and accelerate development. This momentum led us to become Latin America’s first Meta Business partner focused on SMEs, where we pioneered the implementation of WhatsApp’s “Coexistence” functionality, a key bridge enabling small businesses to use both the mobile app and API without sacrificing operational continuity.

Q: How does your multi-channel model translate into tangible results for your clients' sales teams?
A: Our platform’s scalability has enabled clients to increase their sales performance by five times within the first three months of implementation, compared to three times two years ago. This improvement is largely due to our emphasis on strategic adoption of conversational commerce tools like "click-to-WhatsApp" ads, combined with a platform design that accelerates customer response by nearly 300%, enhancing both sales and support effectiveness.

Q: How has your relationship with Meta evolved to strengthen your product and strategic positioning?
A: We shifted Meta’s perception of SMEs by demonstrating that our platform drives a fourfold increase in Facebook Ads investment among clients, tying conversational scalability directly to Meta’s ad revenue. This alignment catalyzed our partnership and reshaped our product roadmap toward covering the full customer lifecycle from acquisition to post-sale follow-up, entirely within the Meta ecosystem. As part of this, we are integrating ad campaign launches directly into our platform.

Q: Which industries have shown the highest adoption of Leadsales' solutions?
A: Our strongest product-market fit is with industries where consultative, high-value sales require human expertise, such as education, automotive, real estate, financial services, and professional practices like legal and medical. These sectors benefit most from our platform's ability to manage detailed, relationship-driven conversations at scale, which are not easily automated through generic CRM tools.

Q: What is the main barrier SMEs face when acquiring and integrating your solutions?
A: The main challenge is the organizational discipline required to adopt structured follow-up systems. Many sales teams are resistant to transparency features such as KPI tracking and equitable lead distribution, which expose inefficiencies in workflows. Adoption often requires a cultural shift that not all teams are initially ready for.

A second obstacle is the reluctance to centralize communications. In sectors like real estate, agents often use personal numbers, risking customer churn when turnover occurs. Shifting to a single business line ensures consistent brand interaction and customer retention, but this transition demands a change in mindset from prioritizing individual relationships to scalable, brand-driven experiences.

Q: What level of customization do the sales funnels on your platform allow and how do they adapt to more complex business processes?
A: Our platform functions like a modular toolkit, mirroring the WhatsApp Web interface but enabling customized funnels, pre-recorded voice notes, and dynamic quick replies. Clients can configure workflows that reflect complex processes — such as segmenting contacts by course, service type, or priority level — while tagging and enriching each lead with custom attributes to ensure operational precision.

We are now integrating an AI co-pilot that assists agents by generating conversation summaries and response suggestions. This feature streamlines workflows, helps identify key client needs, and allows managers to review interactions efficiently without reading every message, ultimately improving coaching and conversion outcomes.

Q: How do you protect clients' conversations and data when they use your services?
A: We follow the same end-to-end encryption standards as WhatsApp and maintain full data isolation between client accounts. Internally, no one can access account-specific conversations, and any trend analysis is conducted using anonymized, aggregated data. In response to client needs, we have also developed granular permission settings, such as hiding phone numbers from agents, to prevent lead theft and ensure that ownership of the client relationship remains with the business.

Q: What trends in automation and Customer Relationship Management (CRM) are redefining business strategies for SMEs in Mexico?
A: SMEs are prioritizing AI-driven lead qualification, with 49% of our clients identifying it as their top need. They want automation to capture basic prospect data before escalating to human agents. E-commerce businesses, in particular, are driving demand for hyper-personalization, triggering WhatsApp messages based on real-time behaviors like cart abandonment. Additionally, conversational commerce is expanding beyond Meta, prompting us to develop integrations with platforms like TikTok that are introducing chat-to-commerce features.

Q: In the long term, how will Generative AI impact customer service processes via instant messaging?
A: Generative AI is cost-effective for SMEs, allowing us to build scalable solutions using tools like Amazon Bedrock and Sagemaker. While we do not see AI replacing human interaction in high-stakes customer service, we do see it amplifying performance. Our goal is to help lean teams of three to five agents match the productivity of larger sales departments by equipping them with AI that enhances speed, context awareness, and follow-up precision.

Q: What technological or cultural challenges do Mexican companies face in achieving true omnichannel personalization?
A: The dominance of WhatsApp presents both a strength and a limitation. In Latin America, unlimited WhatsApp access bundled into mobile plans has made it the de facto communication channel. This makes true omnichannel strategies less appealing, as businesses prioritize the 90% open rate of WhatsApp over the 20% typical of email. The challenge is not technical; it is cultural. Companies must first master WhatsApp-based personalization before considering broader omnichannel approaches.

Q: What are your short-term expansion plans, either into new Latin American markets or new segments within Mexico?
A: We chose to postpone our entry into Brazil to consolidate our leadership in Mexico, which has strong untapped growth potential. Simultaneously, we are seeing growing traction in the United States, particularly among Latino businesses adopting WhatsApp for commerce. Our goal is to grow annual recurring revenue from US$4 million to US$10 million over the next 12 months by doubling down on two strategies: integrating SEO with AI tools like ChatGPT and expanding our partner program with agencies that promote our platform.
 

Leadsales is a tech company based in Queretaro that developed the first WhatsApp CRM in Mexico, enabling SMEs to centralize and automate sales and customer service management across multiple channels.