In today's digital landscape, it is essential for companies to diversify their means of contacting consumers. With the advancement of digitalization, this strategy expands brand reach and positively impacts finances.
According to data from the Business Research Company, the omnichannel market is expected to reach US$7.52 billion in revenue by the end of 2025. This approach consists of integrating physical and digital channels, ensuring a consistent customer experience.
By adopting this strategy, companies offer the same quality of service regardless of the channel used by the customer, whether it's an online store, social media, or messaging apps like WhatsApp, thus promoting retention and profits.
New consumer habits are shaping the future of the omnichannel market.
With an annual growth of 14.4%, the sector jumped from US$6.57 billion in 2024 to a projected US$7.52 billion in 2025. This growth highlights the need for integration of communication channels to make strategies more coherent and effective.
The forecast is that this growth rate will continue until 2029, when the omnichannel market is expected to reach US$12.88 billion. Among the main trends for the coming years, experts point to:
- Growth of voice commerce: the ability to make online purchases by voice command increases convenience for consumers, reducing the need for manual interaction.
- Sustainability: omnichannel integration optimizes processes and makes operations more efficient, promoting sustainable practices.
- Contactless payments: offering support across multiple channels also makes digital transactions faster and more accessible.
- Omnichannel personalization: the connection between 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 cell phones in Brazil , WhatsApp is an essential tool for omnichannel strategies. Companies can adapt the app to optimize their relationship with customers.
WhatsApp CRM (“Customer Relationship Management”) allows the integration of conversations with customers into a unified dashboard, facilitating the management of interactions. Among the benefits of this system are:
- Improved customer service: centralizes information and makes it easier to resolve questions.
- Attracting new customers: adding a direct WhatsApp button simplifies initial contact.
- Fast delivery of proposals: with organized data, it's possible to track the buyer's journey and personalize offers.
- Scalability: WhatsApp supports a large volume of interactions, keeping pace with business growth.
Integration with the WhatsApp API enhances strategies.
Integrating CRM with the WhatsApp Business API can be a game-changer for companies' digital marketing. Platforms like Kommo offer this service.
This integration allows you to manage customers in a unified inbox. In addition, it includes features such as chatbots and automated broadcasts.
Implementation can be done in different ways, from a free version like WhatsApp Lite to more robust cloud-based solutions that require a larger investment but offer advanced management features.
WhatsApp is already a key component in omnichannel strategies, providing fast and personalized communication, reducing barriers and boosting brand sales.
