WhatsApp and Salesforce CRM integrated to expand customer-centric dialogue.
One thing is for sure, people are spending more and more time online on their Mobile devices and especially WhatsApp is one of these time consuming elements. Wouldn’t it be great when a customer is able communicate with your company through WhatsApp? And wouldn’t it be great to start real-time and personalised conversations with your customer?
Using WhatsApp together with your CRM is a great way to engage your customer in every single stage of the journey. It can be used for nurturing leads, send follow-up messages based on form submissions, send automated tracking information on orders and tell your customers when to expect delivery.
In case of service using WhatsApp makes it even more easy to improve your relation with the customer. Send updates on support tickets, inform the customer about resolutions on service cases and ask them to give feedback. Replacing frustrating processes as email or speaking to someone on the phone for more easy ways to connect with your company will result in positive sentiment regarding your brand. Providing efficient and real-time (service-related) information improves customer service experience.
As for now WhatsApp integration isn’t available as standard functionality within the Salesforce ecosystem. The image above shows how the communication between different technologies is established. With 1.5 billion people using WhatsApp on a monthly basis this is a development which can’t be ignored in relation to the Customer Journey.
Want to know more about using WhatsApp together with your Salesforce CRM?