A study revealed that 95% of Brazilian companies use WhatsApp, consolidating it as the most popular chat in the country. This statistic reflects the efficiency and practicality of the tool, that facilitates direct and agile communication between brands and customers, strengthening relationships and expanding possibilities for interaction. The survey was conducted by Yalo
The Business version of the app offers features that go beyond the basics, but it is the Official WhatsApp API that offers a more practical and professional solution. With her, companies can not only serve their customers quickly, but also incorporate essential functionalities, as integrated payment, automated support and post-sales management. These tools make the Official WhatsApp API a strategic resource for companies looking to optimize processes and improve customer experience
They are called intelligent automation solutions, advanced personalization and multichannel integration, advances that bring new possibilities for business
There are technologies like chatbots that integrate channels such as websites and social media — Facebook Messenger and Instagram Direct — to customer service via WhatsApp, making everything more practical and faster, for example. And they still provide service automatically, account Alberto Filho, CEO of Poli Digital
In Brazil, about 164 thousand chatbots are in operation, according to the Map of the Brazilian Bot Ecosystem. These systems go beyond the basics: they use artificial intelligence to simulate almost human interactions, solving doubts, making appointments and even closing sales
Integration
Alberto Filho says that today it is possible to integrate advanced chatbots with systems like CRM (Customer Relationship Management), ERP and e-commerce platforms. With these integrations, routine tasks, how to update invoices, order confirmations or changes in delivery status, can be automated, allowing human teams to focus on more strategic activities
This strategy offers consumers the possibility to start a conversation on one channel and continue on another, without losing the history of interactions. This continuity is important for brands that deal with high volumes of interaction, allowing a centralized view of all consumer touchpoints, comments the CEO of Poli Digital
Payment
In addition to the service, using a platform that integrates with the Official WhatsApp API also offers the possibility of automated payments directly through the platform. An example of this functionality is Poli Pay, a solution developed by Poli Digital. With her, consumers can make payments directly in the chat while being assisted, making the purchasing process more practical and integrated
This feature has gained traction in the market and is in full expansion. The amounts transacted by Poli Pay have already exceeded 6 million reais, what demonstrates its effectiveness in simplifying transactions and increasing convenience for businesses and customers.
Alberto says that Poli Pay allows the creation of product and service catalogs illustrated with photos, and the creation and sending of "shopping carts" with the payment link option. Everything integrated with Mercado Pago and PagSeguro
"The goal is to provide a seamless shopping experience", removing barriers and expanding conversion opportunities, explain Alberto Filho. This approach is supported by data: a study by Poli Digital reveals that the conversion rate using the Poli Pay solution can be almost 3 times higher than traditional e-commerce
Security
For companies that are not yet part of this trend and wish to start, Alberto emphasizes the importance of choosing a chatbot that is provided by an official partner company of the Meta Group, that offers a number of important benefits and above all: security
The official integration ensures that all interactions carried out through WhatsApp are done securely, protecting user data and avoiding practices that violate platform guidelines. This significantly reduces the risk of suspension or cancellation of contact methods, a common problem for companies that use unapproved solutions
With the advancement of the Official WhatsApp API as a central platform for sales, customer service and marketing, the brands that adhere to these trends will be aligned with global practices of communication and innovation in 2025. This will allow for the offering of differentiated experiences and the achievement of a larger share in an increasingly competitive market, concludes the CEO of Poli Digital
