In the current digital landscape, it is essential for companies to diversify the means of contact with the consumer. With the advancement of digitalization, this strategy expands the brand's 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 the integration of physical and digital channels, ensuring a consistent experience for the consumer
By adopting this strategy, companies offer the same quality of service regardless of the channel used by the customer, be an online store, social networks or messaging apps like WhatsApp, favoring retention and profits
New consumer habits shape the future of the omnichannel market
With an annual growth of 14,4%, the sector jumped from US$ 6,57 billion in 2024 for the forecast of US$ 7,52 billion in 2025. This advancement highlights the need for integration of communication channels to make strategies more coherent and effective
The forecast is that this growth rate will remain until 2029, when the omnichannel market is expected to reach US$ 12,88 billion. Among the main trends for the coming years, specialists point out
- Growth of voice commerce:the possibility of making 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, favoring sustainable practices
- Contactless payments:the offer of 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
Presentin 99% of cell phones in Brazil, WhatsApp is an essential tool for omnichannel strategies. Companies can adapt the application to optimize customer relationships
THEWhatsApp CRM("Customer Relationship Management") allows the integration of conversations with customers in a unified dashboard, facilitating the management of interactions. Among the benefits of this system, are
- Improved customer service:centralizes information and facilitates the resolution of doubts
- Attracting new customers:putting a direct button for WhatsApp simplifies initial contact
- Fast submission of proposals:with the data organized, it is possible to track the purchase journey and personalize offers
- Scalability:WhatsApp supports a large volume of interactions, monitoring the growth of the business
Integration with WhatsApp API enhances strategies
The integration of CRM with the WhatsApp Business API can be a differentiator for companies' digital marketing. In the market, platforms like Kommo offer this service
This integration allows managing clients in a unified inbox. Furthermore, includes features such as chatbots and automated broadcasts
The implementation can be done in different ways, from a free version, like WhatsApp Lite, even more robust cloud-based solutions, that require a greater investment, but offer advanced management features
WhatsApp is already a key piece in omnichannel strategies, providing fast and personalized communication, reducing barriers and favoring brand sales
