{"id":9701,"date":"2019-02-28T11:19:51","date_gmt":"2019-02-28T11:19:51","guid":{"rendered":"https:\/\/www.enghouseinteractive.es\/?p=1122"},"modified":"2021-03-12T08:36:02","modified_gmt":"2021-03-12T08:36:02","slug":"futuro-agora-chatbots-whatsapp","status":"publish","type":"post","link":"https:\/\/www.enghouseinteractive.es\/pt-br\/futuro-agora-chatbots-whatsapp\/","title":{"rendered":"Atendimento do cliente com Chatbot no Whatsapp"},"content":{"rendered":"

No final de 2017, WhatsApp j\u00e1 tinha mais de 1,5 bilh\u00f5es de usu\u00e1rios mensais ativos, permitindo o envio de mais de 60 bilh\u00f5es em uma base di\u00e1ria.<\/strong> Valor importante para salientar quando paramos para pensar: por que Mark Zuckerberg vai investir 19 bilh\u00f5es de d\u00f3lares na aquisi\u00e7\u00e3o deste gigante de mensagens digitais? Em 2014, quando o Facebook comprou o WhatsApp, existiam apenas 450 milh\u00f5es de usu\u00e1rios. Ou seja, uma excelente maneira de fazer crescer uma empresa em apenas 3 anos! N\u00e3o \u00e9 uma ideia absurda, uma vez que o envio de mensagens atrav\u00e9s de plataformas digitais \u00e9 a atividade mais executada e que consome mais tempo dos usu\u00e1rios de dispositivos m\u00f3veis.<\/p>\n

De canais tradicionais e atendidos por voz para automa\u00e7\u00e3o e autosservi\u00e7o<\/h2>\n

Em uma pesquisa recente da Enghouse Interactive e da Contact Babel se p\u00f4de analisar o desinteresse que a popula\u00e7\u00e3o vem tendo para interagir atrav\u00e9s dos canais tradicionais de comunica\u00e7\u00e3o como o canal de voz. Segundo essa pesquisa, o percentual de intera\u00e7\u00f5es inbound pelo telefone decresce de 90% em 2006 para 62,2% em 2021<\/strong>. Al\u00e9m disso, a pesquisa revela uma utiliza\u00e7\u00e3o crescente de atendimentos digitais como Web Chat e canais de redes sociais.<\/p>\n

Desde que por algum tempo as empresas gerenciam solicita\u00e7\u00f5es de seus clientes no WhatsApp<\/strong>, mas esta gest\u00e3o foi quase manual, desde que a plataforma n\u00e3o permitiam outras se ligarem via API, ent\u00e3o poss\u00edveis solu\u00e7\u00f5es de automa\u00e7\u00e3o de gerenciamento do whatsapp<\/strong>, foram rapidamente detectadas e intercetadas por a plataforma.<\/p>\n

WhatsApp Business, uma mudan\u00e7a de paradigma na gest\u00e3o do cliente no Whatsapp<\/h2>\n

No ano passado, o Whatsapp decidiu mudar sua pol\u00edtica, permitindo que as companhias gerenciem seu canal de aten\u00e7\u00e3o ao cliente em whatsapp<\/strong> atrav\u00e9s de uma app oficial. No entanto, eles continuaram sem permitir que as plataformas de contact center se ligassem ao app e oferecessem aten\u00e7\u00e3o de forma automatizada, pelo que a gest\u00e3o destes canais permaneceu bastante manual e em muitos casos desconectados do Customer Journey, por n\u00e3o poder combinar os dados de intera\u00e7\u00f5es da plataforma com os dados das intera\u00e7\u00f5es em outros canais, como redes sociais, e-mail ou at\u00e9 mesmo voz.<\/p>\n

Este ano eles deram um passo al\u00e9m e permitiram para as empresas fazer algumas a\u00e7\u00f5es em uma forma automatizada, gerenciando o cliente atrav\u00e9s de chatbot no whatsapp<\/strong>, com a condi\u00e7\u00e3o que sempre \u00e9 o usu\u00e1rio que inicia a conversa\u00e7\u00e3o, e nunca com fins publicit\u00e1rios.<\/p>\n

Esta mudan\u00e7a abriu a porta para plataformas de Contact Center para integrar o canal Whatsapp e assim surgiu Presence Social Interactions, a primeira solu\u00e7\u00e3o de Contact Center oficialmente integrada com Whatsapp<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

No final de 2017, WhatsApp j\u00e1 tinha mais de 1,5 bilh\u00f5es de usu\u00e1rios mensais ativos, permitindo o envio de mais de 60 bilh\u00f5es em uma base di\u00e1ria. Valor importante para…<\/p>\n","protected":false},"author":1,"featured_media":9702,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false},"categories":[240],"tags":[437,438,362],"yoast_head":"\nAtendimento do cliente com Chatbot no Whatsapp<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.enghouseinteractive.es\/pt-br\/futuro-agora-chatbots-whatsapp\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Atendimento do cliente com Chatbot no Whatsapp\" \/>\n<meta property=\"og:description\" content=\"No final de 2017, WhatsApp j\u00e1 tinha mais de 1,5 bilh\u00f5es de usu\u00e1rios mensais ativos, permitindo o envio de mais de 60 bilh\u00f5es em uma base di\u00e1ria. 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