Zenvia extends customer experience strategy with new data integration layer

Zenvia Inc., a company that enables companies to create personal, engaging and fluid experiences throughout the consumer journey, has just evolved its core Zenvia Customer Cloud solution with a data integration that combines native CDP (Customer Data Platform), artificial intelligence and management and operation of the entire consumer experience, bringing customers access to features that contribute to increasing sales, increasing efficiency and improving the quality of service. 

According to Gilsinei Hansen, VP of Business and Marketing at Zenvia, the evolution of Zenvia Customer Cloud redefines the focus of the commercial area. “Our customer base is solid and loyal, with companies that have been with us for years. Our goal now is to expand the value offering by offering this data integration with native CDP, which will be critical to increasing our customers” revenue, while the quality of care improves”, he states.

Zenvia Customer Cloud, launched last year, already has more than 5.7 thousand active customers and recorded revenue between R$ 180 and R$ 200 million in 2024, which represented almost 21% of the company's total revenue in the period, of R$ 959.7 million.

The integration

By combining data via native Customer Data Platform (CDP) and integrating with ERPs, CRMs and other relevant sources, Zenvia Customer Cloud enables unified customer service, sales and support, 360° consumer insight, actionable intelligence and optimized journeys with AI and automations.

“A Zenvia Customer Cloud is born connected, but this evolution reinforces our commitment to the future of the customer experience. With integrated data, we further contribute to the success of Customer Experience operations by uniting multiple solutions in a fluid, intelligent and customizable” journey” , lilian Lima, CTO of Zenvia .

The differential of the solution is the combination of a native CDP with a robust layer of artificial intelligence. In the market, these solutions are usually offered separately 'DO CDP companies and others focused only on channels or service.

With the new integration layer, Zenvia customers will be able to:

Marketing

• Correlate business objectives with campaign generation with automatic and customizable segmentation.
• Generate insights and automations based on understanding customer behavior with respect to channel and format preference;
• Activate actions in the right timing and feedback of communication strategies.

Vendas

• Be clear about the most profitable items for the business and increase revenue by focusing on the right products.
• Greater alignment between sales team, marketing and inventory management.
• Provide sales team with intelligent summaries and 360 customer management with one click;
• Supporting business teams with real-time data for more assertive conversations, offering product intelligence and customer profile;
• Optimize conversion by simplified and unified management of product catalogs.

Attendance / Relationship

• Use chatbots and AI agents for closer and more efficient service;
• Enable automated customer nutrition through autonomous agents and, from onboarding to after-sales;
• Optimize the relationship with resale partners or distributors;
• Automate billing rules with integrated ERP data.

Use cases

In practice, integrating management systems with Zenvia Customer Cloud can benefit a number of segments. 

In Retail, contributes to the recovery of abandoned carts with the automatic identification of the status ‘’ABerto’ of the order. From there, it is possible to set up a smart agent to trigger personalized messages 'in the best time 'via WhatsApp, SMS or email, with exclusive discounts or free shipping. Wins the customer, who is satisfied with unique advantages arriving at the best time, and win the companies, with increased conversion rate and greater engagement of consumers.

In the hotel sector, makes it possible for smart agents to automatically target guests who have not made a new reservation in a certain period (six months, for example), to receive an automated campaign, via WhatsApp or email, with exclusive benefits in the next stay, such as a transfer voucher, room upgrade or exclusive discount. The action generates an increase in direct reservations, reduction in dependence and costs of online agencies, optimization of the occupancy rate (mainly in the low season, strengthening of the relationship with the customer (feels valued and remembered, and growth of LTV (Lifetime Value), since guests who return tend to spend more and become promoters of the brand.

For educational institutions it is allied in the re-engagement of inactive students and in the reduction of school dropout. This is possible because the integration with Zenvia Customer Cloud allows the data of the hiring and the frequency of the student to be available and actionable, with the automated sending of reminders of classes, complementary materials and invitations to personalized tutorials, in addition to the direction to a human attendant, if necessary. 

In the insurance industry, It works as an ally in the proactive monitoring of the client, increasing the renewal rates of policies with the sending of automatic messages with renewal reminders, personalized simulation of the new term based on the previous policy and the possibility of completing the process via chatbot on WhatsApp or with the support of a human agent. The immediate results are: increase in the rate of renewals and reduction in the cost of acquiring new customers.

And if the goal is to build loyalty for real estate purchase and investment, the new integration layer of Zenvia Customer Cloud offers intelligent segmentation to the builders in order to maintain a medium and long-term relationship with customers, increasing the repurchase and upgrade rate, reducing the number of properties without offer, fostering the loyalty of strategic consumers. This is possible because intelligent agents automatically classify potential buyers based on frequency, purchase value and recency to define personalized journeys per segment (eg, investors receive VIP releases; families receive upgrade offers; real estate agents receive exclusive materials). And agents still serve the Marketing team to adapt the campaigns, with personalized and automated sending via WhatsApp, email and SMS.

Meanwhile, in financial Segment, It especially benefits late installment charges without compromising the customer experience. Integrated with Zenvia Customer Cloud, financial institutions can trigger smart reminders before maturity and automate active charges, with customization by date, value or profile, offering payment options, renegotiation or installment, with the use of chatbot for immediate trading.In a country where almost 80% of households are indebted, it is a gain for both companies in the industry and for customers, who may have more interesting alternatives to get out of the red.

“We are helping our customers turn disconnected data into smart decisions and concrete results. This integration layer ushers in a new phase of Zenvia Customer Cloud: the solution starts to leverage business from the ground up, using data as a starting point for” innovation”, highlights Hansen. “By connecting ERP to Zenvia Customer Cloud, the customer will be able to automate journeys based on real consumer behavior, gaining agility, eliminating manual tasks and making decisions with reliable and up-to-date data. This integration has the potential to become the core of the operation of all our” customers”, concludes the executive.