The API (Application Program Interface) has become an important tool for customer service by integrating, on a single platform, channels such as WhatsApp, Instagram, Facebook and website, thus enabling all of a company's chats to be centralized on a single platform.
Alberto Silva Filho, CEO of Poli Digital, a startup that unifies and automates contact channels for small and medium-sized businesses, explains that centralizing the relationship in a single location speeds up service, as there is no longer a need to check the chats of different apps separately. "Integrating communication channels is a differentiator because it allows a unified view of the customer's interactions with the company. This means that, regardless of where the customer starts the conversation, agents have access to the entire interaction history, enabling continuous and personalized service," he emphasizes.
The CEO of Poli Digital explains that integration not only makes service more efficient but also creates a more pleasant and consistent experience for the customer. When each customer feels that their needs are understood and met in a personalized way, it increases satisfaction and loyalty, as well as facilitates proactive problem-solving and the offering of additional services.
Other benefits include speed due to automation in responses and the distribution of service among departments and attendants after initial qualification or screening, without leaving anyone waiting. "Additionally, there are features such as the creation of automatic messages that keep customers engaged with the company," says Alberto Silva Filho.
In the insurance sector, this strategy has also played an important role in customer relationships.
An example of companies that use this technology is Real Travel Insurance, which chose Poli Digital's platform, directly integrated with Meta's official APIs, owner of WhatsApp, Instagram, and Facebook. The insurance company, which entered the Brazilian market as the country's first travel insurance comparison platform, has already helped nearly 1.5 million people choose the right insurance to ensure a smooth trip. After going through four offices, today Real Seguros is a digital nomad company, with consultants working remotely in ten cities across Brazil.
According to operations director Hugo Reichenbach of Real Travel Insurance, implementing the interface significantly improved the customer experience. Problems such as disconnections, data repetition, and long waiting times are no longer part of the company's routine. Now, the insurance company welcomes its clients with agility, security, and precision. It is worth highlighting that the first ten seconds of communication are crucial to winning or losing the customer in a phone service, for example:
“Before implementation, our customers would wait around ten minutes to be served; now it’s only five, which means we’ve cut that in half. Greater satisfaction with service also resulted in a 9% increase in revenue, so we validate the importance of digital optimization for companies in our industry,” explains Reichenbach, from Real Seguro Viagem.
Digital interfaces still offer solutions for integrating payment systems across various communication channels, both by simplifying business routines and by making the purchasing process easier through the generation of payment links, for example. The Poli Digital payment system, which has already processed more than 5.5 million reais, is also part of the solutions that have generated greater credibility for the insurer.
“Operational improvements have optimized work, reducing operational errors and motivating employees. With the cost reduction, we have also been able to double the sales team and provide quick responses. Customers can now access products and services, as well as details of these products and services, such as photos, documents, quotes and contracts,” says Reichenbach.
The reports and insights received from Poli Digital are also making a difference in Real Seguro Viagem’s routine: “Satisfaction surveys indicate that our customers rate our agents highly, demonstrating an improvement in the quality of service and overall user experience. This positive feedback is an indicator that Poli not only met, but exceeded the expectations of both the company and its customers, setting a new standard of excellence in the insurance industry,” concludes Reichenbach.
