Digitalization of the customer journey for Swiss SMEs

Written by Andrea B. Roch | July 18, 2025

Focus on quality, efficiency and customer loyalty - with digital transformation. Swiss SMEs are known for their precision, reliability and proximity to their customers.

But in order to remain competitive in an increasingly digital market environment, more is needed: namely a consistent digital transformation along the entire customer journey. If you want to deliver quality, you need to design processes efficiently and create memorable customer experiences at the same time.

Today, quality not only means delivering excellent products or services - it also means making them a personalized, fast and consistent experience. Efficiency, on the other hand, is not just a question of cost control, but a lever for agility, speed and scalability. Digital transformation is the key to combining both dimensions - measurable, scalable and customer-centric.

 

The new standard: personalized customer interaction in real time

Today's customers expect instant responses, personalized experiences and 24/7 availability - across all channels. This is exactly where HubSpot comes in with the new Breeze Customer Agent, an intelligent AI-supported chatbot that does much more than traditional support automation.

 

Breeze Customer Agent - the new digital assistant for SMEs in marketing, sales and customer service

With the Breeze Customer Agent, HubSpot brings artificial intelligence (AI) directly into day-to-day business - simply, personally and efficiently.

 

What is the Breeze Customer Agent?

An intelligent assistant that is built directly into HubSpot and automatically communicates with prospects and customers - via website, chat, email or other channels. The big advantage: it uses the data already available in HubSpot CRM. No additional software, no complicated integration.

 

The three most important areas of application for SMEs:
  • Marketing: Approach and pre-qualify new contacts around the clock
    Interested parties receive immediate answers to their questions - even in the evening or at the weekend. This turns a website visit into a real lead without anyone having to be in the office.
  • Sales: closing more inquiries faster
    The agent provides potential customers directly with the information they need - reliably and based on your real customer data. This saves time, prevents misunderstandings and ensures more deals are closed.
  • Customer service: less effort for your team, better service for your customers
    The agent answers recurring questions automatically, for example about delivery times or invoices. This takes the pressure off your team and your customers get immediate help.

In short:
The Breeze Customer Agent helps you sell faster and serve customers better - all without additional staff.

Why is this relevant for decision-makers?
  • 56% of all customer inquiries are resolved automatically
  • 39 % faster ticket resolution
  • Up to 77% fewer support tickets with a higher conversion rate at the same time

Can be set up in just a few minutes - no code, no external integration effort, no specialized AI consulting required A real game changer, especially for SMEs.

Breeze Customer Agent: the advantages at a glance

Advantage

Benefits for your company

Real-time communication

Available around the clock, without personnel costs

Data basis: CRM

Uniform context across marketing, sales & service

Scalable

Grows with your company - from startup to enterprise

Data protection

EU data storage, no third-party access, clear transparency

 

HubSpot's vision:

The customer agent becomes as natural as your website. It accompanies customers through the entire purchase and service process - as a digital concierge that makes quality tangible.

 

Conclusion: Digital customer experiences as a growth driver in the SME sector

In the Swiss SME sector, efficiency, customer focus and implementation strength are key to sustainable business success. However, true digitalization does not begin with more tools - but with a clear strategy that uses technology in a targeted manner and measurably improves customer experiences.

This is exactly where business4you supports companies: from strategic alignment to successful technical implementation and further development - all from a single source. As a certified HubSpot partner with over 9 years of experience, we develop digital solutions that work: along the entire customer journey, with automation, AI and a focus on what matters to you - growth, efficiency and customer proximity.

Do you have any questions? Please get in touch and we will be happy to support you:

 
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