How credit recovery companies, banks, and fintechs use WhatsApp

If there is one sector that greatly benefits from the use of WhatsApp to expand business and communicate more efficiently with customers, it is the financial market, especially credit recovery companies, banks, and fintechs.

Since the adoption of this application by institutions and the integration of the tool with proprietary software, different services have started to be offered through WhatsApp, such as:

• bill payments;

  
  

• transfers;

  
  

• sending notifications about each transaction;

  
  

• product promotion;

  
  

• automated service;

  
  

• video calls with managers;

  
  

• sending and receiving documents.

With the personalization of sending offers through WhatsApp and the ability to concentrate various functionalities in the same environment, companies have improved customer experience, increased public satisfaction, enhanced loyalty, and reduced the churn rate.

However, when it comes to handling personal information and confidential data, more than just providing agility and practicality, delivering security in interactions is essential, and this is only possible when there is control of communication through WhatsApp.

Read also: Is your company's WhatsApp really secure?

Monitoring conversations and protecting confidential data

As the use of WhatsApp has grown among credit recovery companies, banks, and fintechs, the volume of confidential information circulating on the platform has also increased, raising concerns from companies regarding the security of clients' and third parties' confidential data.

In this context, the market has demanded tools that ensure user protection against leaks and that can indicate violations to avoid legal problems.

From this need of institutions, Zapper was born, a conversation monitoring solution for corporate WhatsApp aimed at providing more security in interactions on the platform and more credibility to the services offered by the organization.

Zapper supervises all dialogues occurring on the company's WhatsApp accounts, regardless of the device used in the interaction, and also stores the content of conversations even if a user deletes parts of the interaction.

The data captured in text, audio, image, and video is stored in the cloud for an indefinite period, following the guidelines of the LGPD (General Data Protection Law) and with restricted access. All material is available for exclusive consultation by the manager.

During interactions, Zapper identifies keywords that indicate suspicious conversations about misconduct, violations, and illegalities. When this happens, it sends a real-time notification to the manager, who can assess the occurrence and intervene immediately.

Read also: Main questions about corporate WhatsApp monitoring

Control, security, and conversational intelligence on WhatsApp

This initiative of monitoring interactions brings many operational benefits and prevents relationship problems that can lead to lawsuits. Here are other use cases for financial institutions:

• detection of scams perpetrated by attendants;

  
  

• verification of the provision of incorrect information;

  
  

• inducing the customer to error or the acquisition of an unsolicited product;

  
  

• capturing the main needs of customers;

  
  

• capturing the main complaints of customers;

  
  

• identifying areas for improvement in service and internal processes;

  
  

• evaluating the productivity and performance of attendants.

Zapper has applicability in various sectors of the organization, thanks to the creation of a rich database generated from WhatsApp conversations.

Read also: Intelligence in communication via corporate WhatsApp

The captured content composes a conversational intelligence that, through the Analytics tool, issues reports and provides insights for the commercial department and even for marketing. This makes it possible to format new promotional campaigns and relationship actions, thus achieving even more significant results.

Zapper is more than a monitoring system. It is a complete solution for the governance of communication through WhatsApp that will take your business to another level! Count on us in this journey!

Click here to schedule a demonstration of the tool.