Everything began in 2018 when WhatsApp launched its Business version, attracting companies from all segments to the app. Then came the pandemic, the explosion of e-commerce, and the messaging app became the main means of communication between retail and consumers, accelerating organizations' adherence to the platform.

Today, online retail is the driving force behind many businesses, and WhatsApp has become strategic at various points in customers' buying journey, which has required business owners to gain more knowledge about the app's features and how to manage high demands for interaction.

Also read: Corporate WhatsApp: What it is and how to use it?

The constant flow of messages and the multiple accounts on the app, when poorly managed, overwhelm customer service teams, putting the entire operation at risk. We have selected some mandatory steps to make your company's WhatsApp a high-conversion lead resource!

How to manage multiple WhatsApp accounts?

Managing several accounts on WhatsApp can be a complicated task for entrepreneurs and business owners, but it is a necessary task to increase communication efficiency with customers. Check out some possibilities to boost your service via the app:

• The Business version brings the “Multiple Accounts” feature, which allows adding up to three different accounts on the device and switching between them, thus enabling conversation updates and greater responsiveness;

  
  

• Apps like Parallel Space and Clone App duplicate WhatsApp Business on the device, allowing simultaneous use of various instances of the messenger. With this strategy, you avoid mixing conversations and notifications;

  
  

• Use automated responses to initiate account servicing, clarify basic questions, and direct the intent of contact. This way, you reserve for your team only the interactions that require human intervention;

  
  

• Integrate WhatsApp with social networks and marketing/CRM tools to optimize the distribution of campaigns, discount vouchers, and promotions;

  
  

• Monitor conversations between customer service and clients with Zapper, the first solution in Latin America for the governance of multiple simultaneous corporate WhatsApp accounts.

Also read: How to optimize customer service via WhatsApp?

Control of communication, treatment, and data analysis

Maintaining multiple WhatsApp accounts and not exercising the minimum control over the conversations that occur in this app between the company and clients means losing the golden opportunity to better understand the audience and detect areas for operational improvement, as this feedback can come from customers.

One way to extract information about consumer behavior, assertive sales arguments, campaign performance, and main doubts about products and services is by speaking directly with the consumer, which can be easily done during a service via WhatsApp.

Also read: How WhatsApp Business impacts Business Intelligence?

Monitoring these dialogues and recording the content discussed during the interaction is possible with Zapper, a pioneering solution in Latin America that supervises messages exchanged on corporate WhatsApp accounts and issues notifications for any suspicious dialogue that occurs on the platform to the communication manager.

In this monitoring, the tool can identify through keywords, behavioral deviations, inappropriate language, cases of bullying and harassment, and indications of leakage of sensitive data, allowing for quick intervention by the manager in such cases.

Conversations are stored in cloud, with access restricted for an indefinite period and with all the security precautions required by the General Data Protection Law (Find out more about this topic in this other article: LGPD and WhatsApp: What You Need to Know). Zapper also compiles the collected information and generates analytical reports, thus supporting various departments of the organization, such as marketing, sales, customer service, logistics, among others.

As we can see, more than just betting on an agile and omnipresent communication channel in the customer's life, it is necessary to use this resource intelligently, exercising governance of messages, extracting conversational intelligence from interactions, and investing in improvements in the business itself.

In this e-commerce universe, those who bring an efficient solution for the consumer see the customer return always. Let's go together!

Click here and schedule a demonstration of the tool now!