The Importance of WhatsApp in the Corporate Environment

With the increasing acceptance of WhatsApp in the workplace, especially in communication between businesses and clients, the volume of interactions on the platform has grown, and consequently, the amount of information circulating through it.

There are millions of messages on WhatsApp every day containing high-impact data, such as customer feedback, consumption trends, and behavior, which, when monitored and cataloged, generate a deeper understanding of the audience and provide clues about the most effective strategies to improve productivity and customer experience.

Also read: Corporate WhatsApp: what it is and how to use it?

Conversational Intelligence: What It Is and How to Use It

This “science” extracted from conversations on WhatsApp is what is now being called Conversational Intelligence, which aims at analyzing communication and providing support for business improvement and even for enhancing Artificial Intelligence tools.

This concept is different from Conversational Artificial Intelligence, which is the use of chatbots and virtual agents to interact with people using natural language. The idea in this case is to expedite user service by answering simple and recurring questions during support via WhatsApp.

When we resort to monitoring conversations through the app and extract strategic information from these interactions, we can make future contacts with the client more productive, especially in areas such as customer service, marketing, sales, logistics, among others.

How to Extract Conversational Intelligence from WhatsApp?

Working with WhatsApp today means thinking of an operation integrated with other management tools, one of which is Zapper, a solution that among other functionalities monitors corporate messages exchanged on the app, allowing for maximum utilization of content.

The communication manager registers keywords that indicate dialogues of interest, and upon capturing this material, through artificial intelligence and machine learning, the platform will send a notification to the responsible area.

When informed of the occurrence, the professional can closely follow the development of this conversation, intervene in communication if necessary, and also collect information for storage and the generation of qualitative reports.

Zapper can monitor a unique number, used by the company, or even various devices individually, which is very important in the case of organizations with large teams that serve remotely, through different devices or accounts.

Benefits of Monitoring with Zapper

Monitoring communication through corporate WhatsApp with Zapper brings numerous benefits, such as:

• Identification of Trends and Behaviors: Peak interaction times, common questions, and feedback on campaigns.

  
  

• Improvement in Customer Service: Monitoring employee performance and identifying areas that require training.

  
  

• Optimization of Marketing and Sales Strategies: Direct feedback on products and services, as well as insights into consumer behavior.

These are just some of the pieces of information that can better guide organizations in achieving better results. The monitoring must be directed towards points of interest. In this way, Zapper helps business owners and managers assess the effectiveness of their own guidelines and enhance their market performance.

Also read: How to engage customers and measure results with WhatsApp Business

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