In the corporate environment, the ability to make informed decisions is highly valued because it accounts for a large part of the success of an operation. For this, however, it is necessary for the manager to govern the data coming from internal and external communication and obtain a broader view of processes, results, and areas for improvement.

But how do you proceed when communication occurs mainly through WhatsApp? Monitoring daily interactions between teams, clients, and suppliers becomes a complex challenge, a task that requires meticulousness, organization, and analytical skills from a workforce that may not always be maintained by companies.

Also read: 10 signs that your company is losing sales through WhatsApp

The constant need to update data that feeds business intelligence requires disruptive strategies, now made possible with the help of artificial intelligence and a solution that combines monitoring, data treatment, and analysis. In this post, we will get to know this tool and the impact that supervising conversations through corporate WhatsApp has on day-to-day work.

Also read: Corporate WhatsApp conversations are worth their weight in gold, and you didn't even know it!

WhatsApp as a strategic intelligence resource

The discussion about the permission to use WhatsApp in the business environment has long been surpassed by a more relevant question: how to extract the information that circulates on this platform and that reveals important data about our clients and the market?

Monitoring dialogues through the app allows for a better perception of the effectiveness of strategies, consumer behavior, satisfaction levels regarding service, products, and services of the company, which directly influences the increase in efficiency and the strengthening of connections.

By deeply understanding what consumers express through corporate WhatsApp, leaders can invest in customized tactics and enhance lead capture, engagement, and contact loyalty, promoting greater sustainability to the business.

Especially concerning the commercial department of corporations, the absence of data governance for WhatsApp delays growth because:

• It is not possible to verify the effectiveness of attendants' approaches to the public;

• Negotiations are interrupted due to a lack of continuity in service;

• Good ideas and the high performance of employees are invisible to the manager;

• Precious data obtained in conversations are neglected due to a lack of strategies for storage, classification, and analysis;

• Sales are lost due to a lack of support from managers during service;

• The lack of real examples that could be obtained through WhatsApp service prevents effective training;

• Service without data history conveys disorganization and affects the customer's credibility regarding the company's processes;

• It is not possible to identify complaints and dissatisfaction concerning processes, preventing improvement in these aspects.

Also read: Why analyze metrics from WhatsApp service?

Monitoring interactions generates conversational intelligence

Since WhatsApp is currently the most utilized communication medium by people and companies, it makes sense to adopt this platform also as an “optimizer” of relationships and a supplier of intelligence data from interactions.

This compilation of content extracted from conversations with clients is what we call conversational intelligence, aimed at improving the connection with the consumer, personalizing the shopping experience, increasing process efficiency, and the likelihood of conversions.

Also read: How to apply Conversational Intelligence to corporate WhatsApp

Based on what is obtained from dialogues through WhatsApp, the organization can create a more accurate FAQ to support service, streamline operations, create campaigns tailored to the audience's needs, identify business opportunities, offer better technical support, among other benefits.

A resource that enables all these strategies is Zapper, the first platform in Latin America for managing communication via corporate WhatsApp, which offers full-time monitoring of interactions, stores conversations entirely in the cloud, indefinitely, and generates analytical reports to compose metrics.

Also read: Companies can monitor corporate WhatsApps

Zapper meets the requirements of the LGPD (General Data Protection Law) and saves the collected information in the cloud, with restricted access, which prevents leaks and improper use of content. Once stored, conversations are analyzed by the platform regarding text and the emerging sentiment from interactions, allowing for a more complete understanding.

This functionality provides insights into the presence of any customer dissatisfaction, intent to purchase, need for adjustments to processes, more assertive approaches for better utilization, business opportunities, among other points that will result in better performance and yields.

Companies that invest in innovative strategies, business intelligence, and technology stay ahead of the competition and gain consumer preference and trust. Make better use of the opportunities that WhatsApp offers to capture leads and include Zapper as a partner in this successful journey!

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