The API (Application Program Interface) has become an important tool for customer service by integrating channels such as WhatsApp, Instagram, Facebook and website into a single platform, thus enabling all chats in a company to be centralized on a single platform.
Alberto Silva Filho, CEO of Poli Digital, a startup that unifies and automates the contact channels of small and medium-sized companies, explains that the centralization of the relationship in a single place streamlines the service, because in this way, there is no longer the need to check the chats of the applications separately. “Integrating the service channels is a differential because it allows a unified view of customer interactions with the company. This means that regardless of where the customer starts the conversation, the attendants have access to the entire history of interactions, enabling a continuous and personalized service”, he highlights.
The CEO of Poli Digital explains that integration not only makes service more efficient, but also creates a more pleasant and consistent experience for the customer. “When each customer feels that their need is understood and met in a personalized way, this increases satisfaction and loyalty, as well as facilitates proactivity for problem solving and the provision of additional services”.
Other benefits include speed due to automation in responses and the distribution of service between departments and attendants after an initial qualification or screening, without leaving anyone waiting. “In addition, there are features such as the creation of automatic messages that keep customers engaged with the company”, says Alberto Silva Filho.
In the insurance industry, this strategy has also played an important role in customer relationships.
An example of companies using this technology is Real Seguro Viagem, which chose the Poli Digital platform, which is integrated directly with the official Meta’s APIs, owner of WhatsApp, Instagram and Facebook. The insurer, which entered the Brazilian market as the first travel insurance comparator in the country, has already helped almost 1.5 million people choose the appropriate insurance to ensure a smooth trip. After going through four offices, today Real Seguros is a digital nomad company, with consultants who work remotely in ten cities in Brazil.
According to the director of operations Hugo Reichenbach, Real Seguro Viagem, implementing the interface significantly improved the customer experience. Problems such as connection drops, data repetition and long waiting times have become no longer part of the company's routine. Now, the insurer receives its customers with agility, security and precision. It is worth noting that the first ten seconds of communication are fundamental to win or lose the customer in a telephone service, for example:
“Before implementation, our customers waited about ten minutes to be served; currently there are only five, that is, we have reduced it to half. The greater satisfaction in service also resulted in increased billing in 9%, so we validated the importance of digital optimization for companies in our branch”, explains Reichenbach, Real Seguro Viagem.
Digital interfaces also offer payment system integration solutions in various communication channels, both by simplifying the business routine and by making the purchase process easier by generating payment links, for example. The payment system of Poli Digital, which has moved more than 5.5 million reais, is also part of the solutions that have generated greater credibility to the insurer.
“Operational improvement has started to optimize work, reducing operational errors and motivating employees. With the reduction of costs, we still managed to double the sales team and provide quick answers. Now, the customer can have access to products and services, and the details of these products and services, such as photos, documents, budgets and” contracts, says Reichenbach.
The reports and insights received from Poli Digital are also making a difference in the routine of Real Seguro Viagem: “SSatisfaction surveys indicate that our customers evaluate the attendants very well, evidencing an improvement in the quality of service and in the overall user experience. This positive feedback is an indicator that Poli not only met, but exceeded the expectations of both the company and its customers, establishing a new standard of excellence in the insurance industry”, concludes Reichenbach.
