Did you know that in Brazil more than 600 million messages are exchanged daily via WhatsApp and that this number includes interactions between people and companies?

Consumers are requesting information about products, hiring services, making purchases, processing payments, sending documents and personal information, and all this content can provide organizations with valuable data about customers.

Thus, collecting and organizing messages via WhatsApp is becoming increasingly important for companies to better understand their audience and develop more effective strategies to improve communication, logistics processes, and customer service.

Read also: Turn data into decisions with the help of WhatsApp

This knowledge acquired from personas, through the analysis of conversations on WhatsApp, with the aid of AI, is what we can call Conversational Intelligence, and using it to enhance business intelligence has been the differentiator for successful enterprises.

Read also: How to apply Conversational Intelligence to corporate WhatsApp

WhatsApp can work for you!

It is a fact. Interactions via messaging through the app have ceased to be just records of dealings between customers and companies and have transformed into revealing sources about the operational efficiency of teams, consumer behavior, and audience preferences.

Only by monitoring the dialogues that occur through corporate WhatsApp can we extract the conversational intelligence that will indicate:

• the receptivity to promotional campaigns;

  
  

• the best times to contact customers;

  
  

• the degree of satisfaction of individuals regarding products, services, and processes;

  
  

• which items are bestsellers;

  
  

• possible points for improvement in processes;

  
  

  

• failures in customer service;

  
  

• the efficiency of communication with the customer;

  
  

• the compliance with company rules and policies by the team;

  
  

• any deviations in conduct that may result in misunderstandings and losses for the corporation.

Such information can be used to design more efficient processes in various departments of an organization, such as in the marketing sector, which benefits from data related to the success of promotional initiatives, or the logistics department, which can better understand the dynamics of deliveries to implement improvements.

Read also: The marketing generated by WhatsApp conversations

In the compliance area, monitoring conversations via WhatsApp allows the manager to identify ongoing incidents and make quicker interventions, preventing larger problems such as data leaks, harassment, and violations.

The Conversational Intelligence obtained from interactions on the app also provides HR with better governance over employees' actions on WhatsApp and thus offers support for creating tailored training to improve team service.

Read also: Monitoring corporate WhatsApp is an effective tool against harassment in companies

How to extract Conversational Intelligence from WhatsApp?

Thanks to the initiative of a Brazilian startup, monitoring interactions via WhatsApp in real-time is now a reality. Zapper is the first solution in Latin America for tracking conversations via corporate app, which captures and stores all messages in full, even if one of the interlocutors deletes a part of the dialogue or the entire message.

The content is stored in cloud for an indefinite period, and only the manager can access this material, which increases the security of information, especially the more sensitive ones. The platform meets the requirements of the General Data Protection Law, as it ensures the privacy and confidentiality of third-party information.

Read also: Why is WhatsApp backup vital for businesses?

And it is from this stored information that Zapper produces qualitative reports, thus allowing corporations to better leverage the data obtained from interactions with consumers via WhatsApp.

With Zapper's monitoring, the company becomes more proactive, agile, and strategic, contributing to customer experience and boosting results. The Conversational Intelligence has truly come to revolutionize the market. Will you miss out on this movement?

Click here to schedule a demonstration of the tool.