“We worked very hard on the WhatsApp project. Our channels were already easily accessible, but WhatsApp is even easier, as it is a very common tool nowadays, with wide availability, and we don't have to teach the customer how to use it. This shortens our abandonment queue, and the analyst …

“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.”