In the current digital scenario, it is essential for companies to diversify the means of contact with the consumer. With the advancement of digitization, this strategy expands the reach of the brand and positively impacts finances.
According to data from the Business Research Company, the omnichannel market is expected to reach $7.52 billion in revenue by the end of 2025. This approach involves the integration of physical and digital channels, ensuring a consistent consumer experience.
By adopting this strategy, companies provide the same quality of service regardless of the channel used by the customer, whether it’s an online store, social networks, or messaging apps like WhatsApp, favoring retention and profits.
New consumer habits shape the future of the omnichannel market
With an annual growth of 14.4%, the sector jumped from $6.57 billion in 2024 to the forecasted $7.52 billion in 2025. This progress highlights the need for integrating communication channels to make strategies more coherent and effective.
The forecast is that this growth rate will continue until 2029 when the omnichannel market is expected to reach $12.88 billion. Among the main trends for the coming years, experts point out:
- Growth of voice commerce: the possibility of making online purchases by voice command increases convenience for consumers, reducing the need for manual interaction.
- Sustainability: omnichannel integration optimizes processes and makes operations more efficient, favoring sustainable practices.
- Contactless payments: offering support across multiple channels also makes digital transactions faster and more accessible.
- Omnichannel Personalization: The connection between channels allows the collection of strategic data, enabling the creation of personalized experiences for each consumer.
WhatsApp CRM optimizes digital marketing for companies
Present in 99% of mobile phones in Brazil, WhatsApp is an essential tool for omnichannel strategies. Companies can adapt the application to optimize customer relationships.
The WhatsApp CRM (“Customer Relationship Management”) allows the integration of conversations with customers into a unified panel, facilitating interaction management. Among the benefits of this system are:
- Improved customer service: centralizes information and facilitates issue resolution.
- Attraction of new customers: placing a direct button to WhatsApp simplifies initial contact.
- Quick proposal sending: with organized data, it is possible to track the purchasing journey and personalize offers.
- Scalability: WhatsApp supports a large volume of interactions, keeping up with business growth.
Integration with the WhatsApp API enhances strategies
Integrating CRM with the WhatsApp Business API can be a game-changer for companies’ digital marketing. In the market, platforms like Kommo offer this service.
This integration allows managing customers in a unified inbox. Additionally, it includes features like chatbots and automated broadcasts.
The implementation can be done in different ways, from a free version like WhatsApp Lite, to more robust cloud-based solutions that require a higher investment but offer advanced management features.
WhatsApp is already a key player in omnichannel strategies, providing quick and personalized communication, reducing barriers, and favoring brand sales.
