The API (Application Programming Interface) has become an important tool for customer service by integrating, on a single platform, channels like WhatsApp, Instagram, Facebook is a site, thus enabling all the chats of a company to be centralized on a single platform
Alberto Silva Filho, CEO of Poli Digital, startup that unifies and automates the contact channels of small and medium enterprises, explain that centralizing the relationship in a single location speeds up service, because of this way, there is no longer a need to check the app chats separately. Integrating the service channels is a differentiator because it allows a unified view of the customer's interactions with the company. This means that, regardless of where the customer starts the conversation, the attendants have access to the entire history of interactions, enabling continuous and personalized service, highlights
The CEO of Poli Digital explains that the integration not only makes the service more efficient, it also creates a more pleasant and consistent experience for the customer. "When each customer feels that their need is understood and met in a personalized way", this increases satisfaction and loyalty, as it facilitates proactivity in problem-solving and in offering additional services
Other benefits include speed due to automation in responses and the distribution of service among departments and attendants after an initial qualification or screening, without keeping anyone waiting. "Furthermore, there are resources such as the creation of automated messages that keep customers engaged with the company, says Alberto Silva Filho
In the insurance sector, this strategy has also played an important role in the relationship with customers
An example of companies that use this technology is Real Seguro Viagem, who chose the Poli Digital platform, that is directly integrated with the official Meta APIs, WhatsApp owner, Instagram and Facebook. The insurance company, that entered the Brazilian market as the first travel insurance comparator in the country, has already helped almost 1,5 million people choosing the right insurance to ensure a smooth trip. After going through four offices, today Real Seguros is a digital nomad company, with consultants working remotely in ten cities in Brazil
According to the operations director Hugo Reichenbach, from Real Travel Insurance, implementing the interface significantly improved the customer experience. Problems such as connection drops, data repetition and long wait times are no longer part of the company's routine. Now, the insurance company welcomes its clients promptly, security and accuracy. It is worth noting that the first ten seconds of communication are crucial to winning or losing the customer in a phone call, for example
Before the implementation, our clients waited about ten minutes to be attended to; currently there are only five, that is, we reduced it to half. The highest satisfaction in service also resulted in a 9% increase in revenue, so, we validated the importance of digital optimization for companies in our field, explain Reichenbach, from Real Travel Insurance
Digital interfaces still offer solutions for integrating payment systems across various communication channels, both by simplifying the business routine and by making the purchasing process easier through the generation of payment links, for example. The payment system of Poli Digital, that has already moved more than 5,5 million reais, it is also part of the solutions that generated greater credibility for the insurance company
Operational improvement began to optimize work, reducing operational errors and motivating employees. With the reduction of costs, we can still double the sales team and provide quick responses. Now, the customer can have access to products and services, and to the details of these products and services, like photos, documents, budgets and contracts, Reichenbach states
The reports and insights received from Poli Digital are also making a difference in the routine of Real Seguro Viagem: "The satisfaction surveys indicate that our clients rate the attendants very well, highlighting an improvement in the quality of service and the overall user experience. This positive feedback is an indicator that Poli not only met, but exceeded the expectations of both the company and its clients, establishing a new standard of excellence in the insurance sector, finalizes Reichenbach
