WhatsApp sales demand security and confidence in times of digital scams, alert CM Mobile

WhatsApp has consolidated itself as one of the main communication tools between companies and consumers in Brazil. Whether for service, sending promotions or closing sales, the application offers agility and proximity. However, in 2024, the channel also became the center of growing digital security concerns.

According to a recent survey by Febraban (Brazilian Federation of Banks), the scams via WhatsApp were the most practiced against banking customers in 2024, with more than 153,000 records. Altogether, digital frauds grew 17% compared to the previous year, generating losses that add up to R$ 10.1 billion. A survey by the Datasenado Institute reveals that 24% of Brazilians over 16 years old have been victims of cyber crimes in the last 12 months — equivalent to more than 40 million people.

Faced with this scenario, the use of WhatsApp by companies requires more than digital presence: it requires credibility. To turn the application into a reliable sales channel, it is necessary to demonstrate commitment to good practices, recognized certifications and a process of digital maturity.

CM Mobile, one of the main companies in Latin America in the development of messaging solutions between brands and consumers, warns that trust is the new strategic asset in business relationships. “ In the current environment, the consumer is more cautious and demanding. Companies need to show that they are legitimate and safe — not just saying it,” says Polen Kuhnen, the company's country manager in Brazil.

The expert says that the “maturation” process for a more secure application includes steps such as stamp certifications and authenticity that validate the company's identity, verification protocols that guarantee the integrity of the communication, use of integrated platforms that allow control and tracking of interactions and continuous training of service teams to deal with suspicious situations.

“These are elements that create a more protected, transparent and efficient purchase journey. When the customer feels safe, he tends to stay and buy more confidently,” he adds.

Kuhnen believes that in times of high exposure to digital risks, trust is no longer just an abstract value and has come to represent a competitive differentiator. Companies that invest in security and digital authenticity gain space in the midst of competition and build lasting relationships with their audiences.

“ In the end, digital security is about people. And people buy from those who trust,” he concludes.