WhatsApp has long ceased to be just a space for quick conversations between friends and family. Today, it is also a showcase, service desk and even cash register.In Brazil, 95% of companies already use the platform to interact with customers, according to the International Data Corporation (IDC).
A lógica é estar onde o consumidor está em atender bem, vender, resolver dúvidas, trocar produtos e ainda manter o pós-venda ativo. E, para ter fôlego para tudo isso, a tecnologia conta com auxílio da automação. Novas ferramentas e o uso da Inteligência Artificial (IA) surgem para mitigar erros e economizar tempo humano.
“WhatsApp's big differential is bringing companies and customers closer together. With the right possibilities, it improves the consumer experience and keeps businesses aware of what the market asks for”, says Alberto Filho, CEO of Poli Digital, a Goian company for channel automation.
Among the solutions developed, the automatic summary of conversations feature stands out, capable of condensing months of interaction history into just a few lines. The functionality was created especially for teams that share customer service, allowing a new member to quickly understand the contact history. “Our technology facilitates the passage of baton between support and sales, that is, it makes the transition of information between different areas more efficient, ensuring continuity in the relationship with the customer”, explains Guilherme Pessoa, head of Marketing.
Another innovation is message scheduling, which eliminates the dependence on paper or memory notes. The correct/improve message button allows you to refine texts before sending, adjusting from spelling to tone of voice, which can be friendly, formal or convincing.
“The strength of WhatsApp is precisely in bringing the customer and the company together in the same space. With the new possibilities, it is possible to transform this connection into a quality experience and competitive differential”, explains the CEO of Poli Digital.
The big bet, however, is on PoliGPT, a generative artificial intelligence designed for small and medium businesses. With it, Poli customers have access to a premium account on major conversational AI platforms, being able to plan marketing campaigns, create persuasive messages for mass shootings and develop more advanced communication strategies with intelligent support, all in one place.
There are also intelligent closure functions with automations, which record the reason for the end of a conversation and pave the way for remarketing actions. “This creates an opportunity for future resumption with the” client, reinforces Guilherme Pessoa, head of Marketing of the company.
For Alberto Filho, the change is structural.“Automation, besides being an efficiency gain, is a way to maintain proximity and consistency with the customer. When the company understands the history and behavior, the bond becomes stronger and longer lasting”.
In the executive's assessment, the impact goes far beyond operational efficiency: change is structural. “Automating means shortening distances, maintaining proximity and boosting sales.The more the company knows the history and behavior of the customer, the more consistent this link” becomes, he concludes.
