According to the 2024 Sales Overview survey, conducted by RD Station in partnership with TOTVS, RD Station Conversations, Exact Sales, and Lexos, 70% of sales professionals state that WhatsApp is the channel with the highest success rate in contacting customers. However, only 18% of the respondents report using the tool integrated with a CRM – Customer Relationship Management System.
For Felipe Otoni, CEO of SegSmart, a platform that enables entrepreneurs and companies to develop their own sales ecosystem, the data is a warning sign. “Today, WhatsApp, which has 2 billion users, with 200 million users of the business version, is a very powerful resource to increase revenue rapidly, but for that, people need to know how to convert conversations into sales and how to use tools that are crucial to foster operations on the platform and grow in business,” he explains.
As a developer of digital solutions known in the market as Sales Machine, Felipe highlights three trends to enhance the use of WhatsApp and, consequently, increase sales numbers, check it out:
Audio Transcription
Available in tools like SegSmart Web Plus, a WhatsApp Web extension that optimizes lead management and increases sales by up to 93%, audio transcription to the instant messaging app has been increasingly sought after by internet users who find it easy to know what was said in the message before playing the audio. According to Felipe, the feature has gained prominence by providing benefits in terms of communication, efficiency, and data analysis.
“Transcription creates an exact record of conversations, making it easier to search for information and allowing actions such as personalizing future interactions, analyzing consumer behavior trends, as well as enabling the identification of areas for improvement and adjustments in sales approaches,” he comments.
Kanban
Developed by the Japanese Taiichi Ohno for Toyota Motor Corporation, the method – which consists of a project management framework that uses visual tasks to manage workflows – can be applied on WhatsApp and allows organized conversation management. According to the CEO of SegSmart, the feature makes visualization easier and more practical, providing agility in customer service.
Multi-users
Finally, Felipe emphasizes that tools that allow the entire sales team to use the same WhatsApp number will be increasingly sought after by users. This is because team connection, monitoring of interactions, and the possibility of transferring conversations between attendants make customer service more agile and efficient.
“Current consumers seek quickness and effective services, thus the sales team needs simplified, easy, and practical processes. For this reason, solutions that maximize the potential of WhatsApp support will be increasingly sought after,” Felipe concludes.
