In the current digital scenario, it is essential for companies to diversify their means of contact with consumers. With the advancement of digitalization, this strategy expands brand reach and positively impacts finances.
According to data from Business Research Company, the omnichannel market is projected to reach $7.52 billion in revenue by the end of 2025. This approach consists of integrating 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 an online store, social media, or messaging apps like WhatsApp—favoring retention and profits.
New consumption habits shape the future of the omnichannel market
With an annual growth rate of 14.4%, the sector rose from $6.57 billion in 2024 to a projected $7.52 billion in 2025. This progress highlights the need for integrating communication channels to make strategies more coherent and effective.
This growth rate is expected to continue until 2029, when the omnichannel market is projected to reach $12.88 billion. Among the key trends for the coming years, experts point to:
- Growth of voice commerce: the ability to make online purchases via 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: connecting channels allows for the collection of strategic data, enabling the creation of personalized experiences for each consumer.
WhatsApp CRM optimizes companies’ digital marketing
Present on 99% of mobile phones in Brazil, WhatsApp is an essential tool for omnichannel strategies. Companies can adapt the app to optimize customer relationships.
The WhatsApp CRM (Customer Relationship Management) allows the integration of customer conversations into a unified dashboard, facilitating interaction management. Benefits of this system include:
- Improved customer service: centralizes information and facilitates issue resolution.
- Attracting new customers: adding a direct WhatsApp button simplifies initial contact.
- Fast proposal submission: with organized data, it’s possible to track the purchasing journey and personalize offers.
- Scalability: WhatsApp supports a high volume of interactions, scaling with business growth.
Integration with WhatsApp API enhances strategies
Integrating CRM with WhatsApp Business API can be a differentiator for companies’ digital marketing. Platforms like Kommo offer this service.
This integration allows managing customers in a unified inbox and includes features like chatbots and automated broadcasts.
Implementation can be done in various ways—from a free version like WhatsApp Lite to more robust cloud-based solutions that require greater investment but offer advanced management features.
WhatsApp is already a key piece in omnichannel strategies, enabling fast and personalized communication, reducing barriers, and boosting brand sales.
