WhatsApp has established itself as a true service counter, showcase, and even cash register for small businesses across Brazil. But what happens when the volume of messages increases and the organization of the service begins to fall apart? This challenge can be overcome with the help of technological solutions, which offer the agility and efficiency needed to optimize communication and improve the customer experience.
Currently, WhatsApp is the main communication channel for SMEs, but many still use this tool in an improvised manner. This harms the customer experience and results in missed sales opportunities," says César Baleco, CEO of IRRAH TECH, a specialist in automation and artificial intelligence solutions for retail. The company offers PlugChat, a platform that helps small and medium-sized businesses professionalize the use of WhatsApp in customer service and relationship management.
According to the 2024 Marketing and Sales Panorama by RD Station, 70% of Brazilian companies already use WhatsApp as their main means of contact with their customers and leads. "The challenge, however, is to scale this service without losing control or quality," says Baleco.
He explains that technologies, such as PlugChat, are capable of centralizing all WhatsApp customer service into a single number, allowing multiple company agents to respond to customers simultaneously and in an organized manner. The records are saved, and managers can monitor the team's performance in real time, with clear metrics.
"The businessman no longer needs to worry if the client spoke with Fulano or Ciclano. The conversation is there, in the system, visible to everyone involved. This eliminates misunderstandings and speeds up responses," says Baleco.
Additionally, the platform integrates with tools like Trello, transforming conversations into tasks for other areas of the company, such as technical support, finance, or logistics. This ensures agility in deliveries and greater operational efficiency.
Another important feature is the automatic sending of satisfaction surveys at the end of the service. According to Baleco, this feature helps the entrepreneur understand where they can improve. It's a simple way to listen to the customer without the need for complex tools.
The CEO of IRRAH TECH comments that many SMEs started using WhatsApp casually, replying to messages from their personal numbers. However, he emphasizes that, with the digitalization driven by the pandemic and the growth of e-commerce, the app has become an extension of the business and requires professional tools. "Helping the small entrepreneur take this step: moving from improvisation to intelligent, data-driven management," says the CEO of IRRAH TECH.
