A study revealed that 95% of Brazilian companies use WhatsApp, consolidating it as the most popular chat in the country. This statistic reflects the efficiency and practicality of the tool, which facilitates direct and agile communication between brands and customers, strengthening relationships and expanding interaction possibilities. The survey was conducted by Yalo.
The Business version of the application offers functionalities that go beyond the basic, but it is the Official WhatsApp API that provides a more practical and professional solution. With it, companies can not only serve their customers quickly but also incorporate essential features, such as integrated payments, automated support, and post-sales management. These tools make the Official WhatsApp API a strategic resource for companies looking to streamline processes and improve the customer experience.
These are known as intelligent automation solutions, advanced personalization, and multichannel integration, advances that bring new possibilities for businesses.
“There are technologies like chatbots that integrate channels like websites and social media – Facebook Messenger and Instagram Direct – with customer service via WhatsApp, making everything more practical and faster, for example. And they still provide automated service,” says Alberto Filho, CEO of Poli Digital.
In Brazil, around 164,000 chatbots are in operation, according to the Brazilian Bot Ecosystem Map. These systems go beyond the basics: they use artificial intelligence to simulate almost human interactions, answering questions, scheduling appointments, and even closing sales.
Integration
Alberto Filho says that it is now possible to integrate advanced chatbots with systems such as CRM (Customer Relationship Management), ERP, and e-commerce platforms. With these integrations, routine tasks like updating invoices, confirming orders, or changes in delivery status can be automated, allowing human teams to focus on more strategic activities.
“This strategy offers consumers the possibility to start a conversation on one channel and continue on another, without losing the history of interactions. This continuity is important for brands dealing with high volumes of interactions, allowing a centralized view of all consumer touchpoints,” comments Poli Digital’s CEO.
Payment
In addition to customer service, using a platform that integrates with the Official WhatsApp API also offers the possibility of automated payments directly through the platform. An example of this functionality is Poli Pay, a solution developed by Poli Digital. With it, consumers can make payments directly in the chat while being assisted, making the purchasing process more practical and integrated.
This functionality has been gaining ground in the market and is rapidly expanding. The amounts processed by Poli Pay have already exceeded 6 million reais, demonstrating its effectiveness in simplifying transactions and increasing convenience for companies and customers.
Alberto explains that Poli Pay enables the creation of product and service catalogs illustrated with photos and the creation and sending of ‘shopping carts’ with the option of a payment link. All integrated with Mercado Pago and PagSeguro.
“The goal is to provide a seamless shopping experience, removing barriers and increasing conversion chances,” explains Alberto Filho. This approach is supported by data: a study by Poli Digital reveals that the conversion rate using the Poli Pay solution can be almost 3 times higher than traditional e-commerce.
Security
For companies that are not yet part of this trend and wish to start, Alberto highlights the importance of choosing a chatbot provided by an official partner company of Grupo Meta, which offers a range of important benefits and above all: security.
The official integration ensures that all interactions conducted through WhatsApp are done securely, protecting user data and avoiding practices that violate platform guidelines. This significantly reduces the risk of suspension or cancellation of contact methods, a common issue for companies using non-certified solutions.
“With the advancement of the Official WhatsApp API as the central platform for sales, customer service, and marketing, brands that embrace these trends will be aligned with global communication and innovation practices by 2025. This will enable offering differentiated experiences and gaining a larger share in an increasingly competitive market,” concludes the CEO of Poli Digital.
