Knowing exactly what the customer thinks, understanding their pain points, and obtaining insights to improve service are three desires that are certainly at the top of the list for any entrepreneur aiming to create the best experience for the consumer.

And there is no better and more effective way to extract intelligence for the business than by building a trusting relationship with the public through genuine conversations on WhatsApp. This initiative, when well-utilized by the company, promotes customer loyalty and engagement.

Read also: Intelligence in corporate WhatsApp communication

But how is it possible to capture, store, and qualify these conversations through the messaging app and still use all this content from the interactions to enhance the organization’s results?

The answer lies in a new technology applied to WhatsApp to monitor the dialogues occurring in the app, created by a Rio de Janeiro startup that is pioneering in Latin America. We are talking about Zapper, a solution that combines Artificial Intelligence and Conversational Intelligence to improve processes in companies and generate more leads.

Let's understand a little more about this innovation?

Conversational Artificial Intelligence and WhatsApp Monitoring

If you think that Conversational Artificial Intelligence is something very distant from your reality, it proves the effectiveness of this resource in communication with any company; that is, you have already had some experience with this technology and didn’t realize it!

Read also: How Conversational Intelligence on WhatsApp Can Transform Your Business

Banks, customer service, stores, service providers from all segments have been utilizing this solution for some time through chatbots on WhatsApp or voice assistants over the phone with the goal of automating attendances and speeding up communication with customers.

This interaction between machines and humans to recognize speech, text, file reception, and still translate this material to constitute a communication is the basic concept of Conversational Artificial Intelligence, which uses data and machine learning to process people's natural language and mimic them.

The dialogues conducted on WhatsApp between the company’s service and a customer can reveal points for improvement in promotional campaigns, logistical processes, quality of products and services provided, making the business more profitable. But for this to happen, a system is needed that monitors interactions, archives the dialogues in full, and also interprets the data for the creation of reports.

Read also: How to engage customers and measure results with WhatsApp Business

Zapper is the solution applied to corporate WhatsApp that delivers these functionalities to the entrepreneur with precision and total security, significantly reducing the risk of sensitive data leakage and preventing situations that could lead to legal actions.

The implementation of Zapper is easy and occurs by scanning a QR code on the devices and accounts to be supervised.

All conversations captured by the monitored number are saved in the cloud in real-time, with unique and restricted access to the manager of that communication. Even if someone tries to delete the conversation or a part of it, the complete interaction will be stored with all the information transmitted.

The solution has various applications and can be utilized for compliance purposes, identifying suspicious words that suggest sensitive conversations, or to detect suggestions and complaints about products and services. The parameterization of the tool will depend on the type of information the manager wants to obtain.

And it is at this point that Intelligence comes in: the manager registers terms that deserve their attention in the dialogues, and every time they are mentioned, a notification is sent to them, who can access the WhatsApp conversation immediately and intervene if necessary.

Read also: Main questions about corporate WhatsApp monitoring

It is like having a full-time assistant to inform about any irregularity in communication, allowing the manager to focus on other strategic tasks.

Once the content transmitted on WhatsApp is collected, it is possible to apply filters over the conversations and obtain a report on service numbers, the most common customer questions, recurring complaints, assertiveness in the approach of attendants, and also identify any misconduct in the interactions.

It is not a tool that only controls the performance of a team, but that will bring insights that can change the course of the organization! And are you going to stay out of this?

We are ready to take your company to the next level! Let’s go!

Click here to schedule a demonstration of the tool.