In today's fast-paced business world, customer relationship management (CRM) software integrated with WhatsApp is empowering business communication like never before. As messengers take the forefront in connecting businesses with customers, WhatsApp CRM stands out as a must-have solution for almost any business, regardless of size and industry.
For enterprises, WhatsApp offers a range of useful tools to interact with customers at every stage of their customer journey. From brand discovery to order notifications and post-purchase support, the messenger facilitates effective customer engagement. However, scaling operations and optimizing routine aspects of WhatsApp messaging can be challenging if employees simply use the app on their smartphones. This is where CRM for WhatsApp comes in, combining the capabilities of the messenger with those of a CRM system.
What is WhatsApp CRM?
WhatsApp CRM refers to customer relationship management software that fully supports WhatsApp functionality and extends it with advanced sales pipeline and automation features. This solution allows businesses to leverage the power of real-time messaging through a familiar interface while achieving effective customer data and conversation management. By combining the capabilities of WhatsApp and CRM functionalities, businesses can automate repetitive tasks, track interactions, gather valuable insights, and deliver a more personalized and efficient customer experience.
Advantages of WhatsApp CRM
So, what exactly does using a CRM that supports WhatsApp bring to the table for businesses?
Effective lead nurturing: With WhatsApp CRM, companies can automatically create a potential client's profile when they reach out via WhatsApp. This profile stores all interactions, demographic details, and more. When an employee engages with the client through WhatsApp from the CRM, they can have the client's profile opened alongside the chat, providing immediate access to insights that guide the lead through the sales funnel and increase conversion chances.
Sophisticated automation: Communicating through WhatsApp via CRM enables the use of automation capabilities within any WhatsApp dialogue. For example, a new order event in the CRM system can trigger the automatic sending of a customized message with order details via WhatsApp.
Cost savings: WhatsApp CRM allows companies to save on customer communication costs. Instead of expensive SMS messages, they can send offers, order details, appointment reminders, and other types of messages through the low-cost WhatsApp messenger.
Feedback requests: Companies can use WhatsApp CRM to send automated surveys or links to gather customer feedback. This demonstrates a willingness to listen and follow up on feedback, which positively impacts a brand's public perception.
Effective internal communications: Combining WhatsApp with CRM streamlines both customer communication and internal interactions among team members. They can add notes to customer profiles and discuss conversations directly within the CRM, eliminating unnecessary export and import procedures and streamlining workflows.
WhatsApp Business or WhatsApp Business API?
WhatsApp offers two solutions for businesses: WhatsApp Business and WhatsApp Business API, each with its own features and capabilities.
WhatsApp Business is a free version designed for small and medium-sized companies. It allows users to create a business profile, access tools like quick replies and automated greetings, and provides insights into message metrics. It is suitable for businesses with relatively low messaging volumes, as one account can be used by one user at a time.
WhatsApp Business API is a professional version aimed at larger enterprises. It seamlessly integrates WhatsApp Business communication into CRM software, allowing multiple users to connect to a single WhatsApp account simultaneously. It offers bulk messaging, service notifications, expanded automation, and analytics.
In conclusion, WhatsApp CRM has become a game-changer for businesses, combining the popularity and convenience of WhatsApp with the advanced functionalities of CRM software. From effective lead nurturing to sophisticated automation, cost savings, feedback requests, and improved internal communications, the benefits of WhatsApp CRM are undeniable. As businesses embrace this powerful tool, they can transform their customer communication and elevate their overall business performance in today's dynamic marketplace.