A study revealed that 95% of Brazilian companies use WhatsApp, solidifying it as the most popular chat app in the country. This statistic reflects the efficiency and practicality of the tool, that facilitates direct and agile communication between brands and customers, strengthening relationships and expanding possibilities for interaction. The survey was conducted by Yalo
The Business version of the app offers features that go beyond the basics, but it's the official WhatsApp API that offers a more practical and professional solution. With her, companies can not only serve their customers quickly, also incorporate essential functionalities, 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 customer experience
These are called intelligent automation solutions, advanced personalization and multichannel integration, advances that bring new possibilities for businesses
"There are technologies like chatbots that integrate channels such as websites and social media" — Facebook Messenger and Instagram Direct — to customer service via WhatsApp, making everything more practical and fast, for example. and they also handle service automatically, account Alberto Filho, CEO of Poli Digital
In Brazil, approximately 164 thousand 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, solving doubts, making appointments and even closing sales
Integration
Alberto Filho says that today it is possible to integrate advanced chatbots with systems like CRM (Customer Relationship Management), ERP and e-commerce platforms. With these integrations, routine tasks, how to update bank slips, 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 in one channel and continuing it in another, without losing interaction history. This continuity is important for brands that deal with high volumes of interaction, allowing a centralized view of all consumer touchpoints, the CEO of Poli Digital comments
Payment
Beyond assistance, 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 her, consumers can make payments directly in the chat while being served, making the purchasing process more practical and integrated
This functionality has gained space in the market and is fully expanding. The values moved by Poli Pay have already exceeded 6 million reais, what demonstrates its effectiveness in simplifying transactions and increasing convenience for businesses and customers.
Alberto says that Poli Pay enables the creation of product and service catalogs illustrated with photos, the creation and sending of "shopping carts" with payment link option. Everything integrated with Mercado Pago and PagSeguro
The objective is to provide a seamless shopping experience, removing barriers and expanding conversion opportunities, explains Alberto Filho. This approach is supported by data: a study from Poli Digital reveals that the conversion rate using the Poli Pay solution can be up to nearly three times higher than traditional e-commerce
Security
For companies that do not yet participate in 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, that offers a series of important benefits and above all safety
Official integration ensures that all interactions performed 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 problem for companies that use non-approved solutions
With the advancement of the Official WhatsApp API as a central platform for sales, customer service and marketing, brands that adhere to these trends will be aligned with global communication and innovation practices in 2025. This will allow for the offering of differentiated experiences and the capture of a larger share in an increasingly competitive market, the Poli Digital CEO concludes
