Have you ever received WhatsApp messages from your beauty salon to confirm bookings? Or have you ever chatted with eCommerce stores via social messaging channels such as Instagram DM, WhatsApp, etc. This is nothing new as online social channels have completely blended into our lives.
Research has shown that customers prefer to message a WhatsApp business account asking for help or navigation than making a call or sending emails. And this causes an effective increase in sales. Over 175 million individuals use the WhatsApp Business Account to message daily; imagine the unlimited number of customers waiting to be converted.
Of course, businesses since inception have continuously evolved with the technological innovation that has sprung up over the years. Customer service tools have also not been left out of this evolution; we have witnessed customer service tools move from physical meetings to phone conversations, emails, and SMS and now to WhatsApp (Internet).
Why evolving? Old tools used in customer service are deficient; the high cost of maintaining those old tools gets enormous as customers increase, which in turn loses customers because of delayed responses or referring the call from person to person. This is frustrating for customers.
If you have not thought of that before, shall we start now?
If you already have some concepts about what social CRM is, WhatsApp CRM does not mean something new. The idea is to consolidate all your WhatsApp conversations with customers and their basic profiles. Let me quickly state what benefits an effective WhatsApp CRM can bring:
Many businesses have already set up their WhatsApp business accounts. This easy-to-start version is ideal for small businesses like one-person businesses or some lean start-ups which do not have a large customer base yet. The upsides are:
Many businesses have already been using WhatsApp as a Customer Relationship Management tool even before the WhatsApp business came along. Therefore, WhatsApp released various business versions to assist business owners in engaging their customers and targeted audiences, there are WhatsApp Business App and the WhatsApp Business API. These two models of WhatsApp that fulfill this role above and are available for businesses of various kinds.
The WhatsApp Business App is majorly used by small and medium-sized entities and can engage their customers through a smartphone application. It’s a known messaging application amongst IOS and android devices. It’s used mainly by small business owners, as it helps them engage their customers and connect with their targeted audience. It provides some business features to automate, sort, and respond to messages fast. The interface is just like the personal WhatsApp messenger.
A summary of WhatsApp Business’ features:
The WhatsApp Business API, unlike the Business App, is more suitable for large-sized businesses that possess a large customer base and have a large volume of messages. It has more business features which provide higher flexibility than the WhatsApp Business App.
The Business API has a verified business profile that ensues trust from the customers. It also supports unlimited simultaneous log-in and can be used on numerous devices, permitting larger teams and user access. Although it has various functions and features, it needs a software solution and an official WhatsApp provider to integrate with. It is not a stand alone app provided by WhatsApp.
To delve deeper about WhatsApp Business API. Check out our essential guide.
Normally, the software solution provider does not just Integrate with WhatsApp. Like SleekFlow, it integrates with various platforms like Facebook messenger, Hubspot, Calendly to fill every gap in your e-business ecosystem.
If you want to scale up your businesses, you definitely need a WhatsApp business API account. Here are a few steps of what you should do and how to apply for one.
You should be meticulous in choosing a CRM platform since the cost of switching platforms is high. It takes time to migrate and transfer all the precious data. Your team might also need some time to adapt to the new interface. Here are a few tips for you when considering different CRM platform options.
Want to try it out first? Start for free today at SleekFlow!
Take SleekFlow as an example, if you want to connect a WhatsApp integration to our platform, You need to apply for an Official WhatsApp Business API and connect to SleekFlow.
Submit an application directly on the SleekFlow platform. The process should take 2-3 weeks.
Assuming you already have a Twilio account and would like to apply for WhatsApp API directly, you can apply via Twilio. Need a helping hand? Talk to us!
SleekFlow, as a WhatsApp CRM platform, performs various duties to raise efficiency for marketing, sales and customer service. It ensures to support your customers in every step of their request and purchase journey. Take a quick look at the list of some of the CRM features.
Using WhatsApp to offer customer service is highly beneficial to the business; it is a game-changer for the business. Businesses provide good customer service using WhatsApp by
Not convinced? Here are some examples of world-renowned businesses providing good customer service using WhatsApp:
To conclude, people often say that amid a crisis, there is a lesson learned. The Covid-19 pandemic has caused businesses to figure out the bulk benefits of innovating customer service tools to something fast, profitable, and make enough sales. WhatsApp filled that innovation gap, as it has become quite an understandable and convenient aid to making customer relationship management efficient and effective.