If you have a business and have made one or more corporate WhatsApp numbers available for service, you are already in contact with the 5.0 customer and may not even know it!

This type of consumer, being more familiar with technology, has high expectations, values personalization and relevance, and challenges companies to satisfy them. However, what many companies still have not realized is that through strategies of conversational commerce (conversational commerce), a targeted approach to scaling sales via messaging apps, it is possible to exceed this audience's expectations.

The 5.0 customer expects all companies they interact with to offer integrated and convenient digital experiences tailored to their needs; therefore, failures and amateurism are no longer tolerated in this medium. As a result, organizations need to invest more in training for the customer service team and in adopting platforms that optimize lead performance through this channel.

Shall we understand better what points deserve attention and improvement in customer interaction via WhatsApp?

What is Conversational Commerce?

Understanding the Efficiency of WhatsApp in Customer-Company Interaction

Increasingly popular among people in various life situations, WhatsApp has proven to be the most efficient tool to ensure agility in the interaction between consumers and corporations.

Evidence of this is the use of the app by 62% of companies in Brazil, according to data from a survey with over 1600 companies and conducted by the digital marketing platform, RD Station. The research also points out that the top three segments prioritizing this channel for customer relations are respectively: Education and Teaching, Retail, and Real Estate.

With so much public interest in companies' WhatsApp, it was to be expected that the business model would need to be adapted, and that's where conversational commerce comes in, with the mission to offer a more interactive and personal experience using chatbots and AI.

Conversational Commerce in Practice:

Automation and Personalization in Customer Service

But... in practice, how does conversational commerce work? In general, the answer to this question lies in the automation of procedures, from the message sent in response to the customer's contact to their loyalty.

In this way, the customer resolves their issues and makes purchases in real-time, without the need for human customer service operations to be triggered. A company representative only intervenes in specific cases. This approach guarantees cost savings, speeds up processes, and can boost results.

Tips to Transform WhatsApp into a Conversion Machine:

4 Strategies for Personalized and Effective Service

As mentioned earlier, the 5.0 customer is interested in being treated personally, as if the company already knew them, right? Therefore, the first step to gaining this consumer's attention is to establish a database about consumption behavior, which is feasible as long as there is a tool that collects and stores this information.

1- Zapper: Monitoring and Analytics Tool on WhatsApp

Collecting Data for Exceptional Service

Zapper is a platform created to monitor conversations between organizations and customers, aiming to ensure a high level of service. With Zapper, it is possible to identify the use of inappropriate language in dialogues, misconduct, violations of the organization's policy, or even signal the customer’s personal tastes, relevant information about purchase intent, register common questions in service interactions, etc. By collecting all this content, it is archived in the cloud, meeting the privacy and security requirements of LGPD.

2- Creating a Personalized Shopping Experience with Data

How to Use Customer Information to Boost Sales

Thanks to the Analytics functionality, Zapper also generates qualified reports that will serve as a basis for creating new sales arguments in future services, other types of approaches, and can aid in the creation of personalized campaigns for specific customer styles.

Once the profile of each customer is identified and the necessary persona categorization is completed, it becomes much easier to create exclusive and customized offers, optimize the shopping journey, send content of interest to that consumer, engage with them in the intervals between purchases, and finally, keep them engaged.

3- Maintaining Customer Relationships Through Constant Updates

The Importance of 24/7 Support and Relevant Content

It is worth noting that in the conversational commerce strategy, sending updated information is fundamental in building a trustworthy and lasting relationship. Another point of attention is regarding support. It is advisable to integrate WhatsApp into an automated service flow that operates 24 hours to resolve simple issues. This ensures that the customer is always attended to.

4- Innovation and Creativity in Serving the 5.0 Consumer

Amaze and Retain Your Customers with Conversational Commerce Strategies

Astonishing the consumer has become a path requiring more specialization and creativity, but with the right tools, your company can achieve a high rank in their preferences. Count on Zapper for this!

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