WhatsApp at first was a casual friend messaging channel. This changed when WhatsApp Business came, it became revolutionary for businesses and customers alike. A whopping 1.5 billion company users worldwide, and 200 million monthly active users were using WhatsApp business. While this meant, better, faster, streamlined customer communication, it came with a large customer pool to manage.
This customer interaction management problem was already being solved with the help of customer relationship management software(CRM). It acted as a centralized hub to manage customer history of interactions and share insights with the whole company.
In CRM you can integrate various apps to enhance overall productivity and efficiency of the organization. You can integrate email, messages, and chat, similarly, you can also integrate WhatsApp Business into your CRM platform.
9 Benefits of WhatsApp Integration with CRM
Get WhatsApp Notifications in CRM
Streamline your workflows, and get instant notifications with CRM integration with WhatsApp. No more tab switching! With SuiteCRM WhatsApp integration, you can easily change the status of leads and cases with the prospects on WhatsApp and leverage CRM for workflow management.
Predefined Templates For WhatsApp Messages
With CRM for WhatsApp, you can get more done with pre-defined templates. Like creating sales message templates and saving them in your SuiteCRM to send to leads at different sales stages with just a click! Similarly provide quick responses to all customer queries through pre-designed templates.
Self-service portals
To improve response rates, numerous companies have transformed WhatsApp into a self-service portal for their customers. Automated set responses are used, and if an issue escalates, customers can be connected with a human agent. In Salesforce, a chatbot can be integrated and trained using the company’s knowledge base to provide step-by-step assistance.
Bi-Directional Data Sync
With CRM integration with WhatsApp, users can utilize bi-directional synchronization of contacts and easy access to data. Now, you don’t need to manually add the leads you contacted over WhatsApp calls or chats in your CRM. All your contacts will be automatically updated in CRM.
CRM for WhatsApp
To fully leverage the integration of WhatsApp business CRM, you can customize SuiteCRM to create a call module and maintain all your WhatsApp records. This will allow users to make and receive calls to their WhatsApp contacts right from the CRM, ensuring seamless communication with the clients.
Track All Customer Communication In One Platform
It can be challenging for businesses to keep track of leads and clients with the multitude of communication channels being used. The fix is to add all those in one platform, since WhatsApp is now being widely used it can be integrated with CRM. You can automate workflows set templates and keep track of lead status in one platform.
Effective Sales Follow-up
CRM integration with WhatsApp helps nurture leads by sending timely information and follow-ups. With automated WhatsApp messages, right from your CRM you can keep track of all communication in your SuiteCRM.
Setting Workflows
You can set workflows in CRMs for messages to be sent through WhatsApp to your customers. In the Salesforce and SuiteCRM WhatsApp integration, you can set workflows for automated welcome, order confirmation, follow-ups, or support ticket responses on pre-defined templates.
Centralized WhatsApp Communication
The whole purpose of using a WhatsApp business CRM is that team members engage with customers using the same business number. With agent assignment case management, tracking becomes easy. This keeps all the team members on the same page and ensures that they are updated with different customer issues and are providing the best solutions in optimal time. Moreover, this centralizes all business communication and drives efficiency in your client operations.
How to Connect CRM with WhatsApp?
WhatsApp Business is a dedicated version of messaging app for businesses. It offers features like business profiles, messaging tools, and analytics tailored to professional use. You can seamlessly integrate CRM with WhatsApp in the following ways.
SuiteCRM
You can enable WhatsApp business API for your account for SuiteCRM WhatsApp integration. Then Generate API credentials, including keys from the Business account. In your CRM, navigate to the integration settings, and search for WhatsApp integration, and add API keys. Configure your settings and see your data sync in real time. You can customize your integration and create automated workflows for handling incoming WhatsApp messages.
Salesforce CRM
In the Salesforce app exchange, you’ll find WhatsApp connectors that will allow you to connect WhatsApp with Salesforce for seamless customer interactions. Simply get the app, connect with your WhatsApp and it will show real-time customer interactions.
Why Do You Need a Developer for WhatsApp Integration with CRM?
API Implementation
The developer will set the API connection between WhatsApp business and your CRM, ensuring secure and efficient data exchange.
Customization
If you have specific requirements or want to tailor the integration to your business processes, a developer can create custom workflows or automation.
Troubleshooting
In case of any issues or errors, a developer can diagnose and resolve problems to ensure smooth integration.
Conclusion
CRM integration with WhatsApp can significantly enhance your business operations by improving customer engagement, streamlining workflows, and increasing efficiency. By leveraging the power of WhatsApp’s vast user base and CRM’s robust features, you can provide exceptional customer service, build stronger relationships, and drive business growth.
You can customize your integration by setting up self-service portals, automated messages, automated workflows, and step-by-step guidelines through WhatsApp. By integrating CRM you can add NLP and AI-powered chatbots and engage human agents where required.
All Set to Level-Up Your Business with CRM and WhatsApp Integration?
With the rising competition and increasing customer demands for personalized experiences, CRM and WhatsApp integration is your best bet. This will help streamline communication with clients, instantly respond to all customer queries, get customer feedback, nurture leads, and play a key role in making customers for life.
RT Dynamic is are CRM expert. From CRM Migration, Customization, Integration, and Support, we are a one-stop shop for all your CRM needs. Get in touch now and we will be happy to assist you!
