{"id":7675,"date":"2023-01-11T00:00:00","date_gmt":"2023-01-11T05:00:00","guid":{"rendered":"https:\/\/whatsappbusiness.com\/blog\/por-que-as-mensagens-sao-essenciais-para-uma-estrategia-proativa-de-atendimento-ao-cliente\/"},"modified":"2026-04-30T02:50:23","modified_gmt":"2026-04-30T06:50:23","slug":"proactive-customer-service","status":"publish","type":"post","link":"https:\/\/whatsappbusiness.com\/pt-br\/blog\/proactive-customer-service\/","title":{"rendered":"Por que as mensagens s\u00e3o essenciais para uma estrat\u00e9gia proativa de atendimento ao cliente"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull is-style-surface-primary has-global-padding is-layout-constrained wp-block-group-is-layout-constrained is-style-surface-primary--1\">\n<p class=\"wp-block-paragraph\">Um estudo da Salesforce de 2022<sup class=\"wab-note\" data-title=\"\u201cState of the Connected Customer: 5th edition\u201d Salesforce, 2022\">1<\/sup> descobriu que 73% dos clientes acreditam que as empresas devem entender suas necessidades e expectativas, e 62% acreditam que as empresas devem ser capazes de antecipar essas necessidades.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As empresas est\u00e3o entendendo essa mensagem. Dos l\u00edderes de atendimento ao cliente que conversaram com a Gartner, 54% disseram que a mudan\u00e7a do atendimento reativo para o proativo foi um dos principais focos para eles em 2022<sup class=\"wab-note\" data-title=\"\u201c2022 Key Customer Service Priorities\u201d (Principais prioridades de atendimento ao cliente), Gartner, 2022\">2<\/sup>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">O suporte reativo espera que os clientes entrem em contato para informar um problema antes de oferecer uma solu\u00e7\u00e3o. Fornecer um suporte proativo significa oferecer aos clientes o que eles buscam antes mesmo de pedirem. Pensando em uma situa\u00e7\u00e3o ideal, o suporte proativo resolve os problemas antes mesmo que os clientes percebam que eles existem.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Vejamos como os apps de mensagens podem fornecer \u00e0 sua equipe as informa\u00e7\u00f5es e os meios para fazer isso.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"7e7f6e\" data-has-transparency=\"false\" style=\"--dominant-color: #7e7f6e;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-564 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg\" alt=\"Duas pessoas sentadas \u00e0 mesa. Uma delas est\u00e1 explicando um exemplo de gr\u00e1fico no computador\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-1-842x474-9-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"capture-automaticamente-dados-indispensaveis-dos-clientes\" class=\"wp-block-heading\"><b>Capture automaticamente dados indispens\u00e1veis dos clientes<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Os chatbots de intelig\u00eancia artificial integrados aos apps de mensagens podem obter, automaticamente, dados indispens\u00e1veis dos clientes no in\u00edcio de cada intera\u00e7\u00e3o. Esses dados fornecem \u00e0 sua equipe de suporte o contexto valioso e as informa\u00e7\u00f5es necess\u00e1rias para um suporte proativo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os chatbots de suporte conseguem coletar, imediatamente, as seguintes informa\u00e7\u00f5es dos clientes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">A localiza\u00e7\u00e3o f\u00edsica do cliente (via identifica\u00e7\u00e3o do endere\u00e7o IP)<\/li>\n\n\n\n<li class=\"wp-block-list-item\">O dispositivo que o cliente est\u00e1 usando<\/li>\n\n\n\n<li class=\"wp-block-list-item\">A data e o hor\u00e1rio em que o cliente entrou em contato com voc\u00ea<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Onde o cliente estava (site, loja, app, rede social) quando iniciou o contato com voc\u00ea<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Vamos supor que um cliente precisa de ajuda para entrar na conta. O chatbot reconhece que o cliente est\u00e1 no M\u00e9xico e inicia o contato em espanhol. Ele tamb\u00e9m identifica que o cliente est\u00e1 tentando entrar na conta pelo navegador Google Chrome em um smartphone Android. Com base nesses dados, o chatbot faz o atendimento instantaneamente enviando um tutorial que explica (em espanhol) como entrar na conta por meio do navegador e do dispositivo m\u00f3vel que est\u00e3o sendo usados.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As ferramentas de suporte tamb\u00e9m podem usar dados de conversas do chatbot para fornecer an\u00e1lise de sentimento. Essa an\u00e1lise indica se o sentimento por tr\u00e1s de uma conversa \u00e9 positivo, negativo ou neutro.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A an\u00e1lise de sentimento oferece \u00e0 equipe de suporte sinais e alertas claros de quando os clientes est\u00e3o insatisfeitos nos est\u00e1gios iniciais, antes de come\u00e7arem a pensar em comprar de outra empresa. Com esses dados, sua equipe de suporte pode trabalhar de forma proativa para reter esse cliente ao tentar entender melhor a origem dessa insatisfa\u00e7\u00e3o e o que podem fazer para melhorar a experi\u00eancia.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A Freshworks \u00e9 um dos nossos diversos parceiros que possibilitam a integra\u00e7\u00e3o de chatbots com tecnologia de IA<sup class=\"wab-note\" data-title=\"Atenda seus clientes no WhatsApp, Freshchat\">3<\/sup> nos seus apps de mensagens comerciais do WhatsApp. A ferramenta oferece recursos integrados de an\u00e1lise de sentimentos<sup class=\"wab-note\" data-title=\"An\u00e1lise de sentimentos para Freshchat, Freshchat\">4<\/sup>, para que voc\u00ea e sua equipe possam fornecer suporte proativo baseado em conversas com clientes.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"a9a09a\" data-has-transparency=\"false\" style=\"--dominant-color: #a9a09a;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-615 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg\" alt=\"Pessoa deitada na cama usando o smartphone e com um beb\u00ea dormindo sobre o peito\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-2-842x474-8-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"obtenha-feedbacks-e-dados-dos-clientes-com-mais-eficiencia\" class=\"wp-block-heading\"><b>Obtenha feedbacks e dados dos clientes com mais efici\u00eancia<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">De acordo com uma enquete da SurveyMonkey<sup class=\"wab-note\" data-title=\"\u201cFeedback do cliente 2021\u201d, SurveyMonkey, 2021\">5<\/sup>, 85% dos consumidores afirmam que \u00e9 importante poder dar feedback \u00e0s empresas. A pesquisa tamb\u00e9m constatou que 61% dos clientes acreditam que as empresas tomam medidas baseadas nos feedbacks recebidos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Essa contribui\u00e7\u00e3o n\u00e3o \u00e9 importante s\u00f3 porque os clientes querem compartilhar o que pensam. O feedback ajuda voc\u00ea a avaliar como os clientes est\u00e3o se sentindo para que sua marca tenha a chance de responder proativamente e de solucionar problemas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os apps de mensagens s\u00e3o ideais para coletar feedback instant\u00e2neo sobre uma compra recente ou sobre a qualidade do atendimento recebido. Voc\u00ea pode oferecer respostas simples usando os emojis de sinal de positivo\/negativo com o polegar ou emojis de rosto triste\/neutro\/feliz para obter informa\u00e7\u00f5es imediatas ap\u00f3s diversas intera\u00e7\u00f5es com o cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os chatbots tamb\u00e9m podem ser usados para enviar, receber e analisar pesquisas mais detalhadas com clientes diretamente do seu app de mensagens. Os l\u00edderes empresariais que participaram de um estudo recente da Forrester afirmaram que as taxas de abertura para comunica\u00e7\u00f5es enviadas por meio de solu\u00e7\u00f5es de Business Messaging da Meta foram consistentemente mais altas em compara\u00e7\u00e3o com email, telefone e SMS<sup class=\"wab-note\" data-title=\"Um estudo encomendado realizado pela Forrester Consulting em nome da Meta, maio de 2022, n=240\">6<\/sup>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">V\u00e1rios de nossos parceiros, incluindo a Landbot, conseguiram implementar chatbots com sucesso para coletar feedback dos clientes pelo WhatsApp<sup class=\"wab-note\" data-title=\"\u201cWhatsApp Integration\u201d Landbot\">7<\/sup>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"756b65\" data-has-transparency=\"false\" style=\"--dominant-color: #756b65;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-658 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg\" alt=\"Duas pessoas em p\u00e9 na cozinha olhando para o smartphone de uma delas\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-3-842x474-8-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"ofereca-recomendacoes-personalizadas-de-produtos\" class=\"wp-block-heading\"><b>Ofere\u00e7a recomenda\u00e7\u00f5es personalizadas de produtos<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Os clientes desejam receber ofertas personalizadas e est\u00e3o dispostos a fornecer os dados necess\u00e1rios para o envio proativo dessas ofertas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">De acordo com o relat\u00f3rio \u201cState of Social Conversational Commerce 2022\u201d (Estado do com\u00e9rcio conversacional social em 2022) da Spectrm<sup class=\"wab-note\" data-title=\", Spectrm, 2022\">8<\/sup>, mais de tr\u00eas quartos dos clientes se sentem \u00e0 vontade para compartilhar as prefer\u00eancias de produtos com uma marca de forma segura para receber uma experi\u00eancia mais personalizada.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os apps de mensagens s\u00e3o o meio perfeito para mandar essas recomenda\u00e7\u00f5es aos clientes. <a href=\"https:\/\/faq.whatsapp.com\/405903568419894\/?locale=en_US\" data-creative-detail=\"WhatsApp_FAQ_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;WhatsApp_FAQ_Link&quot;}\">Conecte seu cat\u00e1logo de produtos<\/a> ao seu app de mensagens e use chatbots de IA para fazer recomenda\u00e7\u00f5es com base em:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><b>Hist\u00f3rico de compras: <\/b>forne\u00e7a recomenda\u00e7\u00f5es do tipo &#8220;quem viu, viu tamb\u00e9m&#8221; com base em compras recentes e afinidades com produtos.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><b>Padr\u00f5es de navega\u00e7\u00e3o: <\/b>envie lembretes peri\u00f3dicos e descontos para produtos que o cliente visualizou recentemente para que ele volte a considerar sua compra.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Nossos parceiros Vizury<sup class=\"wab-note\" data-title=\"\u201cUm guia completo para recomenda\u00e7\u00f5es de produtos no WhatsApp\u201d Vizury, 2022\">9<\/sup> tiveram grande \u00eaxito usando chatbots com tecnologia de IA via WhatsApp para fazer recomenda\u00e7\u00f5es de produtos e upsell.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"c2bbb5\" data-has-transparency=\"false\" style=\"--dominant-color: #c2bbb5;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-695 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg\" alt=\"Pessoa sentada no sof\u00e1 e lendo uma mensagem no WhatsApp\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-4-842x474-7-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"automatize-o-autoatendimento\" class=\"wp-block-heading\"><b>Automatize o autoatendimento<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">O autoatendimento \u00e9 um aspecto fundamental de um atendimento ao cliente proativo. Se voc\u00ea se antecipar para identificar e criar recursos que respondam a perguntas e resolvam problemas comuns, os clientes n\u00e3o precisar\u00e3o entrar em contato com a equipe de suporte.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">De acordo com o relat\u00f3rio CX Trends 2022, da Zendesk<sup class=\"wab-note\" data-title=\"\u201c2022 Customer Experience Trends Report\u201d (Relat\u00f3rio de tend\u00eancias da experi\u00eancia do cliente), Zendesk, 2022\">10<\/sup>, 70% dos clientes esperam \u201cter um portal de autoatendimento ou conte\u00fado dispon\u00edvel para acesso\u201d. O relat\u00f3rio Deconstructing Delight da Freshworks<sup class=\"wab-note\" data-title=\"\u201cDeconstructing Delight\u201d, Freshworks, 2021\">11<\/sup> descobriu que 61% dos consumidores prezam por empresas que combinam, de forma inteligente, o autoatendimento e os atendentes humanos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Mas de que forma voc\u00ea ajuda os clientes a encontrar as op\u00e7\u00f5es de autoatendimento da sua marca? Os chatbots podem direcionar os clientes para esses recursos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As marcas podem vincular os apps de mensagens a seus portais de autoatendimento para que seus chatbots de IA possam direcionar os clientes para recursos de autoatendimento, como artigos de suporte t\u00e9cnico e p\u00e1ginas de perguntas frequentes, com base nas palavras que usam na conversa.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nossos parceiros da Zendesk fornecem \u00f3timos exemplos de como o WhatsApp pode se integrar perfeitamente com chatbots inteligentes e voltados ao suporte ao cliente<sup class=\"wab-note\" data-title=\"\u201cWhatsApp for Business\u201d, Zendesk, 2021\">12<\/sup>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img data-dominant-color=\"554d3e\" data-has-transparency=\"false\" style=\"--dominant-color: #554d3e;\" loading=\"lazy\" decoding=\"async\" width=\"842\" height=\"474\" class=\"wp-image-718 not-transparent\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg\" alt=\"Pessoa sentada em um campo com um buldogue e lendo a mensagem que recebeu de uma marca no WhatsApp\" srcset=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg 842w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg?resize=300,169 300w, https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/03\/Body-5-842x474-3-.jpg?resize=768,432 768w\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" \/><\/figure>\n\n\n\n<h2 id=\"os-clientes-preferem-interagir-com-as-marcas-por-meio-de-apps-de-mensagens\" class=\"wp-block-heading\"><b>Os clientes preferem interagir com as marcas por meio de apps de mensagens<\/b><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">O princ\u00edpio essencial de um atendimento ao cliente proativo \u00e9 oferecer aos clientes o que eles procuram, que \u00e9 falar com voc\u00ea por apps de mensagens. O relat\u00f3rio de 2022 da Spectrm descobriu que a maioria dos clientes prefere conversar por meio de mensagens do que por chamadas e e-mails, e quase tr\u00eas quartos afirmaram que tiveram experi\u00eancias positivas ao contatar uma marca por mensagens.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Que lugar melhor que o WhatsApp para interagir com os clientes e oferecer um servi\u00e7o proativo a eles? \u00c9 um dos apps de mensagens globais mais populares, com bilh\u00f5es de usu\u00e1rios ativos em todo o mundo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Saiba mais sobre como a <a href=\"https:\/\/whatsappbusiness.com\/pt-br\/products\/business-platform\/\" data-creative-detail=\"BusinessWhatsApp_BusinessPlatform_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;BusinessWhatsApp_BusinessPlatform_Link&quot;}\">Plataforma do WhatsApp Business<\/a> pode ajudar sua empresa na miss\u00e3o de oferecer um atendimento ao cliente din\u00e2mico e proativo.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Saiba mais sobre o atendimento ao cliente proativo e como usar os apps de mensagens para prever as necessidades dos clientes e atend\u00ea-las de forma proativa.<\/p>\n","protected":false},"author":23,"featured_media":7676,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[284],"tags":[],"class_list":["post-7675","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clientes"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Como as mensagens ajudam a atender os clientes de forma proativa | WhatsApp for Business<\/title>\n<meta name=\"description\" content=\"Saiba mais sobre o atendimento ao cliente proativo e como usar os apps de mensagens para 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