After economic and political crises, a global pandemic, and now with Trump's taxation, Brazilians are facing challenges to maintain family income and balance their accounts. The proof is in the number of delinquents in the country, which has just hit a record: there are 70.29 million negatives, which corresponds to 43.36% of Brazil's adult population, according to data from April/2025 from the National Confederation of Trade Leaders (CNDL) and SPC Brazil.

With so many people in debt, it's easy to imagine the effort of credit recovery companies in contacting consumers and collecting efficiently without harming their relationship with lending institutions. One practical way to do this work is undoubtedly through WhatsApp, but for the operation to be successful, it is necessary to adopt some criteria, which we will show in this blog post. Check it out!

Read also: Collections via WhatsApp: how does this practice work?

8 tips for making effective collections via WhatsApp

Since 2013, the Brazilian Institute for Consumer Defense allows debt collection by credit recovery companies via WhatsApp, as long as certain precautions are taken to avoid abuse and ensure the validity of the communication. To do so, it is important to:

1. Avoid abusive messages: do not use an aggressive tone, threats, or embarrassment towards the debtor;

   
   

2. Ensure the validity of the notification: it is recommended to have proof that the message was delivered and read;

   
   

3. Clearly inform the debt: include information such as amount, due date, and origin of the debt;

   
   

4. Look for solutions: present payment options, such as installment payments, and demonstrate flexibility in negotiations;

   
   

5. Maintain professionalism: avoid taking the situation personally and keep communication clear and respectful;

   
   

6. Respect hours and days: do not send messages at inappropriate times, on weekends or holidays;

   
   

7. Do not send messages in WhatsApp group: this can create confusion and increase the debtor's discomfort;

   
   

8. Compliance with regulatory guidelines: ensure that all communications are conducted in accordance with applicable regulations.

In addition to these operational technical criteria, it is also necessary to adopt strategic approaches that consider the needs and preferences of customers. Personalizing the language according to the recipient of the message is the first step to starting conversations via WhatsApp. A dialogue that demonstrates empathy can also be decisive in achieving agreements with greater effectiveness and speed.

Read also: 10 practices to improve service via WhatsApp

Once the service protocols are fulfilled, another stage requires care: the supervision of interactions via WhatsApp to evaluate processes, detect weaknesses, and obtain insights that assist in improving the system.

Whether in the case of teams working in the same location or in a remote work model, it is important to exercise governance of communication between professionals and clients, as this practice ensures the quality of approaches, the security of information transmission, and compliance with current laws. But how to carry out this monitoring?

WhatsApp monitoring as an ally in service

Brazil is the second country in the world in users of WhatsApp, with 197 million active accounts. Therefore, it is not surprising that the solution to exercise message control via the app was created here.

Zapper is the first platform in Latin America for monitoring conversations via corporate WhatsApp, which in addition to ensuring compliance with interactions, offers secure storage of confidential information, technical data analysis of service, and sentiment and mood analysis in interactions, which allows the manager of this communication to have a better understanding of customer behavior and thus create more assertive strategies to achieve desired results.

Zapper is a suite of solutions that does not require the installation of additional applications on service devices and has the capability to supervise multiple accounts simultaneously, full time, without charging by message, which occurs in API monitoring.

During the monitoring of interactions via WhatsApp, each identified word indicating suspicious conversations generates a notification that is immediately issued to the manager, allowing for quick intervention. For credit recovery companies, this practice translates into the detection of inappropriate language, offensive approaches, harassment, misconduct, violations of company policies, among other situations.

Read also: Companies can monitor corporate WhatsApps

Thanks to the agility that Zapper provides in making decisions in critical cases, the tool helps reduce internal violation cases by up to 79%, preventing relationship problems with clients and even lawsuits. This conveys credibility both to the institutions that hire the credit recovery companies and to the clients, who will be assured that their rights will be observed.

An important point in monitoring collections via WhatsApp is that the storage of information in the cloud brings greater security to the operation, significantly minimizing the leakage of confidential data. Restricted access also helps maintain this guarantee, offering one more advantage to the contractor and the market.

All conversations are stored even if someone tries to delete them on their own device and remain available for consultation for an indefinite period, allowing for future consultations, textual analysis, and sentiment analysis of each interaction.

The platform itself is responsible for generating reports that provide valuable information for the development of communication strategies, ideas for creating campaigns, and subsidies for more effective dialogues.

Once interactions occur at sensitive moments for the client, having an understanding of the best way to engage in dialogue and resolve that user's financial problem is very important, and in this context, sentiment analysis in the conversation via WhatsApp makes a significant difference in the outcome.

This perception is brought about by the new “Pulse” tool, which thanks to artificial intelligence applied to conversations, can identify the intention behind messages and thus create an intelligence base to enhance relationships.

A credit recovery company that cares about the client and not just the financial results can maintain good conversations, reach positive agreements for everyone involved, and thus add real value to the service provided, becoming a facilitator of the clients' problems.

Implementing Zapper in the operation is more than a commercial and operational strategy. It is a mindset shift that can revolutionize the business and start a new way of relationship in the sector. Be the first to achieve this position and contact our consultants!

Click here to schedule a demonstration of the tool.