August 14, 2024
7 use cases of WhatsApp in the financial market
Discover how the app impacts businesses in this sector.
August 14, 2024
7 use cases of WhatsApp in the financial market
Discover how the app impacts businesses in this sector.
August 14, 2024
7 use cases of WhatsApp in the financial market
Discover how the app impacts businesses in this sector.
Although ubiquitous in communication among people and businesses, the potential of WhatsApp in the financial market is not fully known by institutions.
The use of the messaging app, accelerated by the pandemic, has brought challenges mainly for traditional banks that had to rush the transition to the digital environment.
Seduced by lower fees and the absence of bureaucracy, account holders worldwide have joined online banks and increased the volume of payments through this system.
In this context, WhatsApp has been fundamental and has further shortened the distance between clients and institutions, delivering more efficient and personalized service. But what other benefits does the messenger provide in the financial sector?
Read also: Corporate WhatsApp: what it is and how to use it?
Advantages of using WhatsApp in banks
A survey conducted in early 2024 by Data Folha, at the request of TecBan, indicates that 14% of Brazilians exclusively use accounts in digital banks. Another study, by Febraban, conducted between January and June 2023, reveals that 45% of the 469 million active accounts of legal entities and individuals in the country are accessed through mobile banking.
Concentrating monetary transactions in the palm of your hand, it is no wonder that users would turn to WhatsApp for banking transactions and communication with institutions.
The participation of WhatsApp happens from the very beginning of contact between account holders and the bank manager, for example, to the customer loyalty with the offering of new products and services, such as financial advice and investment guidance.
Among the advantages of including WhatsApp in banking services, we have:
Quick access to the branch manager;
The automation of tasks in the early stages of virtual service, through automated responses, directing only the most complex cases to the in-person attendant;
Sending credit card bills, speeding up payment processes and preventing bank communication from being classified as spam during email sending;
Greater engagement with the brand than in communication via SMS or email, since the open rate for messages via WhatsApp is 98%, according to a study by Grupo Croma in 2021;
Sending notifications about banking transactions, purchases made, and security alerts;
Facilitating access to services such as investments, loans, and inquiries;
Enhancing contact with account holders for loyalty.
Another important point revealed by the Grupo Croma survey is that 59% of Brazilians pin WhatsApp on the home screen of their smartphones, while bank apps are not necessarily located in the same space. Once institutions access account holders through the messenger, they shorten the path between the bank and its clients.
Thus, the need to include WhatsApp in the strategy of companies in the financial sector is more than proven, but is that enough to ensure users' comfort, privacy, and security?
Read also: Is your company's WhatsApp really secure?
Why is monitoring interactions on WhatsApp essential?
Signing contracts, sending copies of documents, proof of address, and other personal information via WhatsApp is no longer a novelty for anyone. But with so many news regarding frauds and scams, how to assure clients that their private data will not be leaked or misused?
The growing volume of interactions via WhatsApp has led companies in general to invest in security measures and new strategies to preserve the identity and integrity of their clients, and one of the most sought-after resources by banking institutions is the monitoring of conversations on the messaging app.
In Latin America, Zapper is the first solution for monitoring conversations via corporate WhatsApp, which not only detects potential problems in communication between the company and the user but also offers data storage functionalities, complying with the General Data Protection Law, and creating analytical reports based on conversational intelligence extracted from interactions.
Read also: LGPD and WhatsApp: What You Need to Know
The virtual communication manager registers words that may indicate suspicious dialogues containing misconduct, harassment, non-compliance with organizational norms, and once these words are identified by Zapper, a notification is issued by the platform directly to him, who can analyze the context of the message and intervene immediately.
The information is saved in the cloud, with exclusive and restricted access to the manager, and can be parameterized and transformed into reports for various purposes, such as evaluating the performance of an attendant, validating campaigns, detecting major customer dissatisfactions and requests, among others.
There is no need for the organization to have multiple devices to monitor, and monitoring conversations can occur across multiple accounts simultaneously, increasing control and governance of communication.
If your company has already understood the importance of using WhatsApp in its operations, it is time to formalize the use of the app and professionalize the process with Zapper. Our specialists are ready to assist you!
Click here to schedule a demonstration of the tool right now.
Although ubiquitous in communication among people and businesses, the potential of WhatsApp in the financial market is not fully known by institutions.
The use of the messaging app, accelerated by the pandemic, has brought challenges mainly for traditional banks that had to rush the transition to the digital environment.
Seduced by lower fees and the absence of bureaucracy, account holders worldwide have joined online banks and increased the volume of payments through this system.
In this context, WhatsApp has been fundamental and has further shortened the distance between clients and institutions, delivering more efficient and personalized service. But what other benefits does the messenger provide in the financial sector?
Read also: Corporate WhatsApp: what it is and how to use it?
Advantages of using WhatsApp in banks
A survey conducted in early 2024 by Data Folha, at the request of TecBan, indicates that 14% of Brazilians exclusively use accounts in digital banks. Another study, by Febraban, conducted between January and June 2023, reveals that 45% of the 469 million active accounts of legal entities and individuals in the country are accessed through mobile banking.
Concentrating monetary transactions in the palm of your hand, it is no wonder that users would turn to WhatsApp for banking transactions and communication with institutions.
The participation of WhatsApp happens from the very beginning of contact between account holders and the bank manager, for example, to the customer loyalty with the offering of new products and services, such as financial advice and investment guidance.
Among the advantages of including WhatsApp in banking services, we have:
Quick access to the branch manager;
The automation of tasks in the early stages of virtual service, through automated responses, directing only the most complex cases to the in-person attendant;
Sending credit card bills, speeding up payment processes and preventing bank communication from being classified as spam during email sending;
Greater engagement with the brand than in communication via SMS or email, since the open rate for messages via WhatsApp is 98%, according to a study by Grupo Croma in 2021;
Sending notifications about banking transactions, purchases made, and security alerts;
Facilitating access to services such as investments, loans, and inquiries;
Enhancing contact with account holders for loyalty.
Another important point revealed by the Grupo Croma survey is that 59% of Brazilians pin WhatsApp on the home screen of their smartphones, while bank apps are not necessarily located in the same space. Once institutions access account holders through the messenger, they shorten the path between the bank and its clients.
Thus, the need to include WhatsApp in the strategy of companies in the financial sector is more than proven, but is that enough to ensure users' comfort, privacy, and security?
Read also: Is your company's WhatsApp really secure?
Why is monitoring interactions on WhatsApp essential?
Signing contracts, sending copies of documents, proof of address, and other personal information via WhatsApp is no longer a novelty for anyone. But with so many news regarding frauds and scams, how to assure clients that their private data will not be leaked or misused?
The growing volume of interactions via WhatsApp has led companies in general to invest in security measures and new strategies to preserve the identity and integrity of their clients, and one of the most sought-after resources by banking institutions is the monitoring of conversations on the messaging app.
In Latin America, Zapper is the first solution for monitoring conversations via corporate WhatsApp, which not only detects potential problems in communication between the company and the user but also offers data storage functionalities, complying with the General Data Protection Law, and creating analytical reports based on conversational intelligence extracted from interactions.
Read also: LGPD and WhatsApp: What You Need to Know
The virtual communication manager registers words that may indicate suspicious dialogues containing misconduct, harassment, non-compliance with organizational norms, and once these words are identified by Zapper, a notification is issued by the platform directly to him, who can analyze the context of the message and intervene immediately.
The information is saved in the cloud, with exclusive and restricted access to the manager, and can be parameterized and transformed into reports for various purposes, such as evaluating the performance of an attendant, validating campaigns, detecting major customer dissatisfactions and requests, among others.
There is no need for the organization to have multiple devices to monitor, and monitoring conversations can occur across multiple accounts simultaneously, increasing control and governance of communication.
If your company has already understood the importance of using WhatsApp in its operations, it is time to formalize the use of the app and professionalize the process with Zapper. Our specialists are ready to assist you!
Click here to schedule a demonstration of the tool right now.
Although ubiquitous in communication among people and businesses, the potential of WhatsApp in the financial market is not fully known by institutions.
The use of the messaging app, accelerated by the pandemic, has brought challenges mainly for traditional banks that had to rush the transition to the digital environment.
Seduced by lower fees and the absence of bureaucracy, account holders worldwide have joined online banks and increased the volume of payments through this system.
In this context, WhatsApp has been fundamental and has further shortened the distance between clients and institutions, delivering more efficient and personalized service. But what other benefits does the messenger provide in the financial sector?
Read also: Corporate WhatsApp: what it is and how to use it?
Advantages of using WhatsApp in banks
A survey conducted in early 2024 by Data Folha, at the request of TecBan, indicates that 14% of Brazilians exclusively use accounts in digital banks. Another study, by Febraban, conducted between January and June 2023, reveals that 45% of the 469 million active accounts of legal entities and individuals in the country are accessed through mobile banking.
Concentrating monetary transactions in the palm of your hand, it is no wonder that users would turn to WhatsApp for banking transactions and communication with institutions.
The participation of WhatsApp happens from the very beginning of contact between account holders and the bank manager, for example, to the customer loyalty with the offering of new products and services, such as financial advice and investment guidance.
Among the advantages of including WhatsApp in banking services, we have:
Quick access to the branch manager;
The automation of tasks in the early stages of virtual service, through automated responses, directing only the most complex cases to the in-person attendant;
Sending credit card bills, speeding up payment processes and preventing bank communication from being classified as spam during email sending;
Greater engagement with the brand than in communication via SMS or email, since the open rate for messages via WhatsApp is 98%, according to a study by Grupo Croma in 2021;
Sending notifications about banking transactions, purchases made, and security alerts;
Facilitating access to services such as investments, loans, and inquiries;
Enhancing contact with account holders for loyalty.
Another important point revealed by the Grupo Croma survey is that 59% of Brazilians pin WhatsApp on the home screen of their smartphones, while bank apps are not necessarily located in the same space. Once institutions access account holders through the messenger, they shorten the path between the bank and its clients.
Thus, the need to include WhatsApp in the strategy of companies in the financial sector is more than proven, but is that enough to ensure users' comfort, privacy, and security?
Read also: Is your company's WhatsApp really secure?
Why is monitoring interactions on WhatsApp essential?
Signing contracts, sending copies of documents, proof of address, and other personal information via WhatsApp is no longer a novelty for anyone. But with so many news regarding frauds and scams, how to assure clients that their private data will not be leaked or misused?
The growing volume of interactions via WhatsApp has led companies in general to invest in security measures and new strategies to preserve the identity and integrity of their clients, and one of the most sought-after resources by banking institutions is the monitoring of conversations on the messaging app.
In Latin America, Zapper is the first solution for monitoring conversations via corporate WhatsApp, which not only detects potential problems in communication between the company and the user but also offers data storage functionalities, complying with the General Data Protection Law, and creating analytical reports based on conversational intelligence extracted from interactions.
Read also: LGPD and WhatsApp: What You Need to Know
The virtual communication manager registers words that may indicate suspicious dialogues containing misconduct, harassment, non-compliance with organizational norms, and once these words are identified by Zapper, a notification is issued by the platform directly to him, who can analyze the context of the message and intervene immediately.
The information is saved in the cloud, with exclusive and restricted access to the manager, and can be parameterized and transformed into reports for various purposes, such as evaluating the performance of an attendant, validating campaigns, detecting major customer dissatisfactions and requests, among others.
There is no need for the organization to have multiple devices to monitor, and monitoring conversations can occur across multiple accounts simultaneously, increasing control and governance of communication.
If your company has already understood the importance of using WhatsApp in its operations, it is time to formalize the use of the app and professionalize the process with Zapper. Our specialists are ready to assist you!
Click here to schedule a demonstration of the tool right now.
Although ubiquitous in communication among people and businesses, the potential of WhatsApp in the financial market is not fully known by institutions.
The use of the messaging app, accelerated by the pandemic, has brought challenges mainly for traditional banks that had to rush the transition to the digital environment.
Seduced by lower fees and the absence of bureaucracy, account holders worldwide have joined online banks and increased the volume of payments through this system.
In this context, WhatsApp has been fundamental and has further shortened the distance between clients and institutions, delivering more efficient and personalized service. But what other benefits does the messenger provide in the financial sector?
Read also: Corporate WhatsApp: what it is and how to use it?
Advantages of using WhatsApp in banks
A survey conducted in early 2024 by Data Folha, at the request of TecBan, indicates that 14% of Brazilians exclusively use accounts in digital banks. Another study, by Febraban, conducted between January and June 2023, reveals that 45% of the 469 million active accounts of legal entities and individuals in the country are accessed through mobile banking.
Concentrating monetary transactions in the palm of your hand, it is no wonder that users would turn to WhatsApp for banking transactions and communication with institutions.
The participation of WhatsApp happens from the very beginning of contact between account holders and the bank manager, for example, to the customer loyalty with the offering of new products and services, such as financial advice and investment guidance.
Among the advantages of including WhatsApp in banking services, we have:
Quick access to the branch manager;
The automation of tasks in the early stages of virtual service, through automated responses, directing only the most complex cases to the in-person attendant;
Sending credit card bills, speeding up payment processes and preventing bank communication from being classified as spam during email sending;
Greater engagement with the brand than in communication via SMS or email, since the open rate for messages via WhatsApp is 98%, according to a study by Grupo Croma in 2021;
Sending notifications about banking transactions, purchases made, and security alerts;
Facilitating access to services such as investments, loans, and inquiries;
Enhancing contact with account holders for loyalty.
Another important point revealed by the Grupo Croma survey is that 59% of Brazilians pin WhatsApp on the home screen of their smartphones, while bank apps are not necessarily located in the same space. Once institutions access account holders through the messenger, they shorten the path between the bank and its clients.
Thus, the need to include WhatsApp in the strategy of companies in the financial sector is more than proven, but is that enough to ensure users' comfort, privacy, and security?
Read also: Is your company's WhatsApp really secure?
Why is monitoring interactions on WhatsApp essential?
Signing contracts, sending copies of documents, proof of address, and other personal information via WhatsApp is no longer a novelty for anyone. But with so many news regarding frauds and scams, how to assure clients that their private data will not be leaked or misused?
The growing volume of interactions via WhatsApp has led companies in general to invest in security measures and new strategies to preserve the identity and integrity of their clients, and one of the most sought-after resources by banking institutions is the monitoring of conversations on the messaging app.
In Latin America, Zapper is the first solution for monitoring conversations via corporate WhatsApp, which not only detects potential problems in communication between the company and the user but also offers data storage functionalities, complying with the General Data Protection Law, and creating analytical reports based on conversational intelligence extracted from interactions.
Read also: LGPD and WhatsApp: What You Need to Know
The virtual communication manager registers words that may indicate suspicious dialogues containing misconduct, harassment, non-compliance with organizational norms, and once these words are identified by Zapper, a notification is issued by the platform directly to him, who can analyze the context of the message and intervene immediately.
The information is saved in the cloud, with exclusive and restricted access to the manager, and can be parameterized and transformed into reports for various purposes, such as evaluating the performance of an attendant, validating campaigns, detecting major customer dissatisfactions and requests, among others.
There is no need for the organization to have multiple devices to monitor, and monitoring conversations can occur across multiple accounts simultaneously, increasing control and governance of communication.
If your company has already understood the importance of using WhatsApp in its operations, it is time to formalize the use of the app and professionalize the process with Zapper. Our specialists are ready to assist you!
Click here to schedule a demonstration of the tool right now.
Claudia Campanhã
Journalist, broadcaster, and postgraduate in social media from FAAP
Claudia Campanhã
Journalist, broadcaster, and postgraduate in social media from FAAP
Claudia Campanhã
Journalist, broadcaster, and postgraduate in social media from FAAP
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