Elevate Your CRM with WhatsApp Integration

Written By Yousuf Hasan

Published on September 1, 2023

You should read this if you are using a CRM solution that does not integrate with chat apps:

Calls and emails are less preferred by customers than texts.

80% of WhatsApp messages are read within 5 minutes of sending them, as opposed to the 10-hour average for email replies.

I’ll walk you through the process of integrating WhatsApp with CRM customer profiles in this article. There are two steps: setting up your WhatsApp API account and selecting a software program that enables WhatsApp integration with well-known CRM programs.

Customers today want businesses to be convenient, to respond quickly, and to engage them in meaningful ways. WhatsApp has a definite advantage over conventional communication channels in terms of keeping up with changing client expectations thanks to its sophisticated features and extensive reach.

Businesses all around the world can get a competitive edge by providing a rapid and practical route for client dialogues by including WhatsApp into the customer service plan. 

According to a Gartner Study, when companies offer great customer service, customers are 82% more likely to make a return purchase. Given the importance of customer service, it is essential that companies select the appropriate channels for providing support. 

One such effective tool for customer service is WhatsApp. Companies all over the world are using the platform to engage with customers and provide exceptional customer experiences.

Why WhatsApp for Customer Support

Email communication can be delayed, which might cause delays when using traditional methods like emails to resolve issues. WhatsApp, on the other hand, expedites the settlement process because communication takes place in real-time. 

To make it simpler for customers to contact businesses, it’s critical to distribute the WhatsApp number once a WhatsApp Business profile has been created through other channels like social media and email.

Customers can learn that a company is on WhatsApp by making the number prominent on the website, adding a Click to Chat button, QR code on your app, or Contact Us page. 

Here are some strategies for using WhatsApp as a productive customer service channel after a customer contacts with a business on the app:

1. Send Aanticipatory Updates

Businesses may exchange all pertinent information with clients via WhatsApp at every level. Businesses can connect with customers proactively rather than waiting for them to initiate contact, increasing customer satisfaction. 

Additionally, WhatsApp updates might be crucial in enhancing customers’ shopping experiences. 

Sending order status updates, for instance, reassures clients by letting them know when they can anticipate receiving the merchandise.

Other situations when WhatsApp updates are helpful include the following:

Reminders for appointments
Status updates for flights
Information on the status of deliveries
Order confirmation
Sale announcements
Order updates: ready for pickup
Products restock notifications
Price decrease warnings
Adjustments to account balances
Payment recollections 

2. Compatibility with Business Tools

Businesses may connect with systems like CRM and marketing automation platforms by utilizing WhatsApp Business Platform in conjunction with a reputable business solution provider, like Kaleyra. Collaboration is made simple and procedures are streamlined with the aid of integration with the current tech stack.

For instance, a CRM link with SalezShark can automatically direct requests to the appropriate agents. Businesses may also monitor all discussions and assess the effectiveness of the WhatsApp channel in one location thanks to the WhatsApp-CRM interface. 

SalezShark with WhatsApp integration
You can schedule a SalezShark demo to learn more.

3. Automated Responses

With WhatsApp automation, you can set up welcome messages and away messages to communicate with customers outside of usual office hours. Automated messages make it possible for businesses to remain reachable 24/7 and boost engagement.

By automatically responding to frequently asked queries, chatbots on WhatsApp can go above and beyond. Make sure customers get timely, accurate responses to their frequently asked questions regarding your choice of products and services, office locations, and operating hours. 

Chatbots not only offer 24/7 customer service but also lighten the workload of agents, allowing them to focus on other important responsibilities.

Automation for WhatsApp is especially useful for companies that serve a global clientele. You can utilize automated messages to deliver quick responses rather than spending heavily on a large customer care team from several time zones.

Additionally, automation is a scalable customer care solution because it can handle several queries at once.

4. Distribute Rich Media

The messaging platform’s support for rich media formats is one of WhatsApp’s key benefits for business communications. PDFs, photos, videos, and audio files make information transmission between you and your clients simple.

For instance, if a customer needs assistance installing a product, you can give them a PDF with thorough instructions and a video showing the product in action. Customers can now simply share identity evidence and billing documents over WhatsApp, which speeds up the response time to inquiries.

5. Product Catalog Hyperlink

The majority of potential clients is curious about the products and services your firm offers and would value a product catalog in your WhatsApp business profile.

Customers get the chance to browse the products in the catalog, select from the best-selling items, and pose pertinent queries. 

For instance, a buyer might pose precise questions about a feature when they browse the product catalog and discover the most recent feature update. 

Product catalog encourages conversions by assisting customers in making informed judgments.