“We started with the challenge of replacing the structure that already existed, in which the client contacted us by phone or e-mail. Adding a new channel also required providing a new customer experience, encouraging adoption, performing the necessary integrations and validations.”

“One advantage is the management of three or more simultaneous cases, in addition to having all the information integrated into the same platform. When the service is first started on WhatsApp, the customer is asked for important information on Support, so we avoid repeating requests and this reduces friction. It …