New consumer demands will make the omnichannel market worth US$ 7.52 billion by the end of 2025, research shows

In the current digital scenario, it is essential that companies diversify the means of contact with the consumer. With the advancement of digitalization, this strategy extends the reach of the brand and positively impacts finances.

According to data from the Business Research Company, the omnichannel market is expected to reach US$ 7.52 billion in revenues by the end of 2025. This approach consists of the integration of physical and digital channels, ensuring a consistent consumer experience.

By adopting this strategy, companies offer the same quality of service regardless of the channel used by the customer, whether it is an online store, social networks or messaging applications such as WhatsApp, favoring retention and profits.

New consumer habits shape the future of the omnichannel marketplace

With an annual growth of 14.4%, the sector jumped from US$ 6.57 billion in 2024 to the forecast of US$ 7.52 billion in 2025. This advance 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 out:

• Growth of commerce by voice: 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, favoring sustainable practices.
• Contactless payments: offering multi-channel support also makes digital transactions faster and more accessible.
• Omnichannel personalization: the connection between channels allows the collection of strategic data, enabling the creation of personalized experiences for each consumer.

WhatsApp CRM optimizes the digital marketing of companies

Present in 99% of mobile phones in Brazilwhatsapp is an essential tool for omnichannel strategies.Businesses can adapt the application to optimize customer relationships.

The WhatsApp 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:

• Improvement in customer service: centralizes information and facilitates the resolution of doubts.
• Attracting new customers: placing a direct button to WhatsApp simplifies the initial contact.
• Fast submission of proposals: with the data organized, you can track the purchase journey and customize offers.
• Scalability: whatsapp supports a large volume of interactions, keeping pace with business growth.

Integration with WhatsApp API enhances strategies

The integration of CRM with the WhatsApp Business API can be a differential for digital marketing of companies.In the market, platforms such as Kommo offer this service.

This integration allows you to manage customers in a unified inbox, and includes features such as chatbots and automated broadcasts.

Implementation can be done in different ways, from a free version such as WhatsApp Lite to more robust cloud-based solutions that require greater investment but offer advanced management capabilities.

WhatsApp is already a key player in omnichannel strategies, providing fast and personalized communication, reducing barriers and favoring brand sales.