A study revealed that 95% of Brazilian companies use WhatsApp, establishing 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 app offers features that go beyond the basics, 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 payment, automated support, and post-sales management. These tools make the official WhatsApp API a strategic resource for companies seeking to optimize processes and improve the customer experience.
These are the so-called intelligent automation solutions, advanced personalization and multichannel integration, advances that bring new possibilities for businesses.
“There are technologies such as chatbots that integrate channels such as websites and social networks — Facebook Messenger and Instagram Direct — with customer service via WhatsApp, making everything more practical and faster, for example. And they also provide customer service automatically,” says Alberto Filho, CEO of Poli Digital.
In Brazil, approximately 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, resolve doubts, make appointments, and even close sales.
Integration
Alberto Filho says that today it is possible to integrate advanced chatbots with systems such as CRM (Customer Relationship Management), ERP, and e-commerce platforms. With these integrations, routine tasks such as updating invoices, order confirmations, or delivery status changes can be automated, allowing human teams to focus on more strategic activities.
“This strategy offers consumers the possibility of starting a conversation on one channel and continuing it on another, without losing their interaction history. This continuity is important for brands that deal with high volumes of interaction, allowing a centralized view of all points of contact with the consumer”, comments the CEO of Poli Digital.
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 served, making the purchasing process more practical and integrated.
This feature has been gaining ground in the market and is in full expansion. The amounts processed by Poli Pay have already exceeded 6 million reais, demonstrating its effectiveness in simplifying transactions and increasing convenience for businesses and customers.
Alberto says that Poli Pay enables the creation of catalogs of products and services 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 smooth shopping experience, eliminating 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 three times higher than traditional e-commerce.
Security
For companies that are not yet part of this trend and want to start, Alberto highlights the importance of choosing a chatbot that is provided by an official partner company of the Meta Group, which offers a series of important benefits and above all: security.
The official integration ensures that all interactions carried out via WhatsApp are conducted securely, protecting user data and preventing practices that violate the platform's guidelines. This significantly reduces the risk of suspension or cancellation of contact channels, a common problem for companies using non-certified solutions.
“With the advancement of the Official WhatsApp API as a central platform for sales, service and marketing, brands that embrace these trends will be aligned with global communication and innovation practices in 2025. This will allow them to offer differentiated experiences and gain a larger share in an increasingly competitive market,” concludes the CEO of Poli Digital.
