In the retail sector, the adoption of WhatsApp for sales strategies and communication is significant, reaching 75% usage, according to a survey by Sebrae.

Read also: Online retail: how to manage multiple WhatsApp accounts?

The widespread use of this application among consumers has made WhatsApp the natural choice for users when it comes to interacting with brands and making purchases. According to a study by Opinion Box, 80% of customers contact companies through the messaging platform due to the speed and convenience of this tool.

Facing such strong demand, commerce is constantly challenged to optimize service through the app, ensure a better experience for the public, and also boost sales, which is possible with the help of conversational intelligence generated from conversations with customers via WhatsApp.

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

How does WhatsApp assist in creating strategies?

Since the relationship between companies and consumers has solidified through WhatsApp, a large volume of messages containing personal information circulates daily on the platform, requiring companies to have greater governance over all communication that occurs on the app.

Monitoring conversations between seller and client has become essential to check the progress of negotiations, detect service failures, and evaluate the performance of campaigns and promotions.

Read also: Main questions about monitoring corporate WhatsApp

Understanding this market need, a solution was born that, in addition to monitoring all dialogues, sending and receiving files, also securely stores the content and analyzes the collected data.

Zapper is a corporate WhatsApp monitoring platform that oversees all dialogues occurring full time. Each account or device to be verified is registered on the platform, and when someone disconnects, the communication manager is immediately alerted to request reconnection. This way, it is possible to ensure that interactions are monitored.

Conversations are saved in the cloud, with exclusive access for the manager, for an indefinite period. Even if a user deletes a dialogue or a part of it during an interaction, this content is captured, ensuring the integrity of the entire conversation.

The manager registers keywords that indicate suspicious conversations or those that require monitoring. When these words are identified by the tool, a notification is sent for analysis of the occurrence and possible intervention, avoiding relationship issues and even legal proceedings.

With this practice of monitoring WhatsApp during retail operations, companies can benefit in various ways:

• evaluation of the performance of attendants and their use of appropriate language;

• verification of compliance with company guidelines;

• checking the provision of correct information;

• identification of misconduct and fraud;

• monitoring the progress of promotional campaigns;

• intervention in real-time interactions, assisting in the organization’s compliance.

Data treatment and analysis of conversations on WhatsApp

Once the interactions from WhatsApp are collected, Zapper, through the storage feature, archives conversations, images, videos, and audio in the cloud, minimizing the risk of data leakage. All content is stored indefinitely and only the person responsible for communication can access the material.

Read also: Why backup corporate WhatsApp?

This care is required by the General Data Protection Law and offers greater security to the organization, the customer service professionals, and the clients against potential leaks, in addition to allowing the verification of interactions if necessary, at any time.

The resource is useful in the case of legal proceedings and represents the company’s concern about the security of confidential personal information, which is highly valued in the market.

Another very important feature is analytics, which provides marketing teams and commercial departments with insights that will certainly assist in crafting strategies. This material can generate qualified reports, according to each sector's needs:

Read also: Intelligence in communication via corporate WhatsApp

• Analysis of promotional campaign performance;

• Identification of the best times for interaction with clients for future engagements;

• Understanding the main doubts and complaints of consumers;

• Evaluation of the sales arguments of attendants, in order to improve internal processes;

• Checking the operation of the logistics process;

• Adjustment and improvement of the services offered to clients;

  

In many cases, it is the consumer who truly provides clues about the management of processes, and leveraging the feedback they give via WhatsApp helps compose the intelligence of your business! This is exactly what Zapper provides, through the use of technology and innovation! Let's enhance your customer experience?