As an efficient and well-known communication and messaging platform, one cannot deny that influence and magnitude of WhatsAppWith almost 2 billion users worldwide, being 120 million accounts in Brazil alone. (The second country in the world with the largest number of users, behind only India), the app innovated and conquered the world with the "free" exchange of text messages (initially), sending audio, files, videos, images, voice calls, and more recently, even financial transactions. So many functionalities reveal and expose new uses and applications – especially in... Customer service and e-commerce via WhatsAppYes, WhatsApp is increasingly becoming... a key tool in business communication and product marketing..
Business Support via WhatsApp
Communicating with customers through the messaging app, transforming it into one of its main service channels (including SAC – Customer Service) is one of the first frontiers and WhatsApp's potential.
Companies in general realized that Consumers' preference for contacting customers through the app.In addition to the convenience and immediacy of the platform, it also gives users a certain power and autonomy, allowing them to communicate with brands when, where, and how they prefer.
On the other hand, the adoption of WhatsApp for business customer service has not been negative for organizations at all. On the contrary! According to data from Facebook Meta itself, presented by Partnerships Manager Mariana Moreira Taiani, Adopting the professional application can offer a reduction of up to 35% in the operational costs of a Call Center..
By reduction, we mean not only a reduction in labor (personnel), but also in facilities, various software, and other management mechanisms.
THE WhatsApp Business API, the business version of the app, It professionalizes customer service within the app and reduces costs.And even more: It delivers unique features and characteristics to provide excellent customer service.: 24/7 customer service availability, creation of smart menus, chatbot integration, inclusion of interactive buttons, obtaining the green verification badge, among others.
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E-commerce via WhatsApp
Perhaps less obvious than the service, the commerce via WhatsApp is gradually growing and gaining the attention of companies.There is no reason to restrict the use of WhatsApp to communication alone; on the contrary, The app can be present at all stages of the customer journey..
It is noted The sales power of WhatsApp by observing conversion rates in key market sectors.Mariana Moreira points out, for example, that on average, in the financial sector, WhatsApp shows a conversion rate of 40% for bank loans. Similar rates are applied to e-commerce in general, encompassing sales and wholesale.
Conversational Commerce
Brands are therefore transforming the messaging app into a powerful sales channel.According to data from the Panorama Mobile Time/Opinion Box survey, 64% of Brazilians with smartphones have already made purchases via WhatsApp., and it appears as one of the most popular e-commerce apps in Brazil.
Being able to chat and clarify doubts instantly, and having access to exclusive discounts, are attractive features of commerce via WhatsApp. From the companies' perspective, offering... Personalized promotions, remarketing strategies, and integrating shipping and delivery logistics information. They are interesting and make the sales process more efficient.
Where to begin?
A common question is: where to begin? It's common to see companies trying to provide customer service using the "general" access version of WhatsApp. This results in agents competing for access to the app, or using different contact numbers with conflicting workflows. Furthermore, general access doesn't grant professional features like chatbot integration or menu creation.
The correct and professional way to provide customer service and "sell" through the app is via the WhatsApp Business API.And to access and create your account, you need the help of developers trained for this – such as Matrix do Brasil, an Official Partner Provider of the WhatsApp Business API.
Learn more about WhatsApp Business API and talk to a Matrix Consultant To begin your onboarding process! Professionalize your WhatsApp: 0800 604 5555
