2023-12-22 18:48:00
Companies’ experience with WhatsApp Business has already shown significant results: by chatting with people through the Meta app launched in 2018, it is possible to speed up customer service up to 225% and increase sales by up to 27%, according to an internal survey by Tuvis, an Israeli startup specialized in integrating CRM platforms with WhatsApp Business.
The startup also identified that, by prioritizing better customer service experiences, companies have the potential to increase revenue by 4% to 8% above their target market.
The Business version of WhatsApp reached the 200 million download mark in 2023, and is consolidated as a strategic communication channel between brands and customers, and companies can – and should – pay attention to this scenario. Already in accordance with pesquisa da Opinion Box, 79% of Brazilians stated that they communicate with companies through WhatsApp. Another piece of data from the same survey draws attention: 61% of WhatsApp users open the app at least once a day and, of this population, 35% leave the app open all day.
“The strategic use of WhatsApp Business in customer relationships brings results that impact the speed and effectiveness of sales, as people increasingly communicate with brands through the app”, highlights Deborah Palacios Wanzo, co-founder and president of Tuvis. The numbers show the consumer’s availability and interest in interacting with brands through the app, whether for practicality or agility, and companies can (and should) take advantage of the opportunity to evolve their relationship and sales initiatives.
The executive agrees and reinforces that people want to communicate with brands and WhatsApp fulfills this role with agility and efficiency, because it allows sales teams to establish closer and more efficient relationships with consumers, through platform integration.
According to Deborah, WhatsApp Business application programming interface (API) messages have an open rate of 99%, and a response rate of almost 50%. “If we compare it with email, where the opening rate is, on average, 21%, we understand why the platform has been achieving excellent business performance”, she reinforces.
“In addition to increasing revenue, above its market by prioritizing better customer service experiences. WhatsApp is an indispensable platform for companies to achieve these experiences”, he reinforces.
How to use WhatsApp Business in a more strategic way
To help companies and entrepreneurs better use WhatsApp as a way to engage customers and increase sales conversion, the president of Tuvis, Deborah Palacios Wanzo, brings some suggestions:
- CRM integration with WhatsApp – By combining CRM with tools such as Salesforce and Microsoft Dynamics 360, platforms that bring agility and productivity to sales teams, it is possible to promote increasingly strategic insights that can be directed between business operations and consumer desires.
- Real-time and personalized communication – the more agile it is, the greater the response to consumer demands, who expect a response within a few minutes. Personalization can generate repeat sales, since 90% of customers are inclined to buy more from companies that prioritize this type of service, according to data from Tuvis. Another possibility is the WhatsApp Business catalog feature, which works as a virtual showcase within the platform, allowing consumers to browse products and ask questions within the same environment.
- Better time management – from the point of view of routine activities, the integration of CRM tools with WhatsApp allows you to track the contact’s history and preferences, optimizing communication; and also, create tasks and activities, schedule and start meetings and send emails, among other actions.
- Efficiency on a single screen – It is essential to communicate with customers quickly and easily, while receiving the necessary information on a single screen – which means saving time for service teams, creating space for teams to carry out their work more efficiently
More information at site da Tuvis.
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