With 148 million users of WhatsApp, Brazil is one of the most active countries in using the tool to close deals. This is revealed by the Panorama Mobile Time/Opinion Box study: 76% of organizations turn to the app for commercial interactions.

Companies with external sales teams know well the importance of the platform, but face the recurring challenge of a lack of visibility over conversations between representatives and clients.

Sent budgets, granting of benefits, promises related to delivery time are some of the information that can be lost when there is no governance over communication via WhatsApp, thereby harming the operation.

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The lack of knowledge about what is discussed in the app's dialogues brings several problems to the organization, which may find itself obliged to fulfill what the employee promised, even if it is not in accordance with internal policy. Not to mention the risks of misconduct, illegal favoritism, inappropriate treatment, among other situations.

In this article, we will show how a solution that uses conversational intelligence can transform this scenario, ensuring safety for conversations without interfering with the team's productivity.

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Monitoring interactions in real time ensures compliance

"Whether they speak well or speak ill, the important thing is that they speak of me." This adage does not work for business, an environment where relationships must prioritize ethics and trust between company and consumer. When it comes to client opinion or feedback, knowing this information is key to creating more assertive strategies.

Today it is already possible to monitor in real time and full time the dialogues occurring on corporate WhatsApp with Zapper, a suite of solutions that includes message tracking, data and sentiment analysis in interactions, as well as the generation of metrics and qualitative reports.

The genuinely Brazilian platform is the creation of a startup from Rio de Janeiro, whose proposal is to promote more control over communication via WhatsApp, reinforce the company’s compliance, and collaborate with business intelligence through data and insights generation.

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Zapper does not require the installation of extra apps on devices, does not require channel switching, and monitoring conversations via WhatsApp occurs only on corporate accounts, without invading privacy. Even when a user disconnects from Zapper, the manager can view and request that they reconnect.

During the supervision of interactions, Artificial Intelligence detects keywords in dialogues that may indicate suspicious conversations, and an alert is sent to the manager, enabling immediate intervention. This resource prevents problems such as harassment, bullying, illegal activities, and violations of organizational norms, for example, increasing security for all involved.

All content, whether text, photo, video, or audio, is captured by the platform and stored in full, automatically, in the cloud. Even if a user tries to delete the conversation or a part of it, everything remains saved for an indefinite period, with restricted access, as required by the General Data Protection Law.

Once the material is compiled, it is analyzed and formatted into a report, according to the company's needs. This way, it is possible to identify which operators had the best performance, check the times with the highest number of accesses, visualize the campaigns that achieved the greatest reach, and perceive the level of customer satisfaction, among others.

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Conversational intelligence as a competitive strategy

Thanks to the "Pulse" feature, more than just monitoring the context of conversations via WhatsApp, Zapper allows for the identification of emerging sentiments, promoting a better understanding of customer intentions. Knowing consumer habits, tracking public experience regarding a service or product brings an important competitive differential, which better guides the company’s decisions.

This type of analysis is especially relevant for identifying missed opportunities, creating training based on real conversations, observing points for improvement in operations, and thus ensuring consistency in commercial discourse.

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Segments that operate with pre-sales systems, B2B services, consultancies, the logistics sector, or with salespeople who have negotiation autonomy via WhatsApp benefit greatly from Zapper’s solutions. Leadership can monitor everything disseminated in the name of the organization and minimize the transmission of misleading information, misuse of confidential data, and inappropriate treatment.

If your business uses WhatsApp to grow, know that your customers' information is worth gold because it constitutes the intelligence of your operation, therefore, it deserves security! Contact our specialists to learn more about Zapper’s solutions!

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