Shopping online. Who hasn't? According to the 2023 Mobile Time/Opinion Box Report, 95% of consumers connected to smartphones in Brazil have turned to 1.9 million virtual stores and generated R$185.7 billion only last year.

To cater to so many people interested in purchasing products without leaving home, only one efficient and practical communication channel can handle it: WhatsApp. A survey by the National Confederation of Shopkeepers in 2023 indicates that over 60% of stores in the country use the messaging app.

The service that used to happen in large telemarketing centers, with numerous teams to handle only one phone call per attendant at a time, can now be carried out by a single person, anywhere in the world, who can interact with multiple customers simultaneously. This means cost reduction, productivity gains, and agility in sales.

But not everything is easy! Decentralized service is challenging because it complicates control and performance supervision, requiring different strategies than those already implemented by companies.

Conversation monitoring aids in sales strategy!

The 90s were marked by telemarketing and the explosion in the number of call centers worldwide. At the time, customer service was via telephone, concentrated in large offices, and interactions with customers were supervised individually, randomly, which was not always effective in evaluating the effectiveness of strategies or even compliance with company policies by employees.

With the massive adoption of WhatsApp and the advancement of technology related to this type of communication, today any professional, anywhere on the planet can connect with customers, serve them, and still be supervised remotely by a manager, ensuring greater effectiveness and speed in resolving conflicts.

One of the innovations found in the market to track interactions occurring on WhatsApp between retailers and the public is Zapper, a platform that helps supervise the messages exchanged on the app, aiming to improve service and optimize negotiation results.

With Zapper, in addition to monitoring conversations, managers can intervene in emergency situations immediately, securely archive the content of conversations, and collect data for creating analytical reports. By implementing this tool, the company can:

1. Evaluate the effectiveness of the sales arguments of attendants;

2. Identify promotional campaigns that attracted the most customers;

3. Check for weak points in the speech during service;

4. Detect consumer needs that will serve as a basis for creating new strategies;

5. Collect suggestions and complaints in an organized manner through analytical reports;

6. Measure the degree of consumer satisfaction with the company’s services and products;

7. Detect misconduct and violations of organizational policies;

8. Prevent harassment and inappropriate use of language;

9. Minimize data leaks.

and much more…

If your business is advancing with WhatsApp, don’t lose control of your service. Provide quick support to your employees during potential communication breakdowns, gain the market's trust regarding your service, and retain customers. We want to help your company soar, and for that, we have also prepared content on how to engage your team more during service. Stay tuned for part 2 of this blog post!

Want to know more about the Zapper tool? Click here to schedule a demonstration now.