The global propagation of the COVID-19 (coronavirus) pandemic is a theme that took businessmen of many countries and sectors to accelerate the digital transformation movements of companies, due to the social isolation period.

With the spread of the virus, the “new normal” came to reinforce that, not only the consumer, as the whole world is in constant and accelerated digital transformation.

To survive and keep relevance in the new era it is necessary, therefore, that leaderships rethink their strategies and invest in digital channels, like WhatsApp, to continue business and serve customers remotely.

Businessmen invest in online services and social networks.

Increasingly multi connected and adapted to the new routine, consumers spend even more hours on applications and social networking. Mostly, the time spent is for shopping or to interact with relatives and friends.

Surveys revealed that Brazil is the 4th in the world in internet consumption. After the coronavirus, however, the internet consumption in the country increased by 30%, according to the consultancy Suno Research.

Understanding the importance of being present in all communication means through an omnichannel service, legacy that will last even in the post-pandemic, leaderships rethink their strategies to be present at the channel that they consumers are.

Customer service: Integration with WhatsApp is fundamental.

Immersed in an increasingly digital environment, it is not new that mobile devices are the favorite means of contact for sending messages.

Facebook reports indicate that, daily, WhatsApp users send about 65 billion messages.

Downloaded in 99% of Brazilians smartphones, WhatsApp is the most chosen means of contact to communicate with companies and other businesses. Besides that, experts claimed that the messenger is the first option of 55% of these consumers when contacting a company  

It is clear, thus, the importance of having an omnichannel service able to integrate into this social networking. It is necessary to be able to communicate with the client in the means where he is available. 

Service via WhatsApp has increased during the coronavirus.

Leader in more than 112 countries, Brazil included, that stays in second place in the number of users, more and more companies connect themselves to the WhatsApp business API.

Researches revealed that in 2019, the number of companies that connected to the messenger API was so much that the number of messages on WhatsApp grew by more than 3000%.

During the COVID-19 outbreak, besides the increase in the searching for solutions with artificial intelligence and self-service (+95%), the increase of messages on the platform was no different.

Researches indicates that since February, the increase in WhatsApp use for clients that prefer to talk in a bidirectional way with companies has increased by 101%.

Besides that, with the recent launch of the WhatsApp Pay, service that allow to realize payments and bank transfers between the users of the application, the tendency is that more and more entrepreneurs are adapting to the digital economy of the “new normal”, thus causing the number of messages by the messenger to grow even more.

DNK is the market’s number one in omnichannel solutions with WhatsApp API integration.

Aligned to the market’s reality and the latest trends in customer service, DNK counts with the best solutions for contact centers and call centers.

Partner of renowned companies like MyCena and Collab, DNK daily innovates on customer service through modern, safe and integrated omnichannel platforms, capable of connecting all service channels.

Such innovation made the company the champion of the category “Best Self-Service Solution (URA)” XXI Modern Consumer Award for Excellence in Customer Services.

Thanks to the company’s cutting-edge technology, consumer information and data are stored in the cloud and have quick recovery, making it possible to provide the customer with integrations via WhatsApp and other social networks, mobile app, phone, SMS, chat, web and e -mail.

All the solutions from DNK are customizable according to the needs of each company, in order to provide a complete and satisfactory management of the customer journey.