Understand what is the most appropriate approach for a specific customer profile. Know the right moment to talk to the consumer. Offer tailored products and services in a personalized way...

Want to know all these details to attract and retain customers? If your company uses WhatsApp to interact with them, you probably already have this data at hand and have not realized it yet.

Your customer service or sales team just needs to discover how to use such content to the organization’s advantage and have tools that assist in creating strategies to support the various departments of the company.

How to extract intelligence and metrics from WhatsApp?

To enjoy all the benefits of interactions with the public, you will need to closely monitor conversations between the company and the consumer, understand from the customer's point of view what the areas for improvement are, and also detect growth opportunities. This process involves Communication Intelligence.

The most effective way to obtain this data is through monitoring the corporate WhatsApp with Zapper, a pioneering platform in Latin America that oversees the messages exchanged by the company’s app with third parties.

Zapper supervises the dialogues, identifies keywords that may indicate anything from misconduct, violations of corporate policies, to praises and relevant contributions from customers.

All content, including audio files, photos, and videos, is collected, stored in the cloud with exclusive access for the manager, and thanks to the Analytics feature, it is possible to generate qualified reports from the data.

Intelligence in communication and insights generated by customers

Customers are to be heard! And they may know your product better than you do. Therefore, use WhatsApp not just as a sales channel but mainly as a relationship one, and pay attention to what the public has to say. This way, you will find ways to create more accurate strategies.

Insights that may arise in dialogues with customers:

• Preference for sales channel (e-commerce, physical store, marketplace);

• Level of knowledge about the brand, product, or service;

• Satisfaction with delivery times and quality;

• Main pains and needs;

• New proposals for the use of offered products and services;

• Need for greater investment in a specific category;

• Failures in the functionality of products and services;

• Arguments that generate greater trust;

• Campaigns with better performance;

• Attraction and loyalty actions.

Read also: How to professionalize customer service via WhatsApp?

With good training and a well-structured speech to ask the right questions, your service will be able to extract important feedback while Zapper collects all the content and creates reports with various indicators and formats, which will also provide: efficiency metrics, performance analysis, and individual risk analysis by employee.

You are in control of all communication with innovative tools to strengthen the connection with the consumer!

Click here and schedule a demonstration of the tool now!