How to integrate WhatsApp into your CRM strategy?
If you are using a CRM solution that does not provide integration for messaging apps, you need to read this:
Customers prefer texts rather than calls or emails.
80% of WhatsApp messages are read 5 minutes after being sent, whereas email recipients generally take 10 hours to reply.
Maybe you know that already. You make it easy for customers to reach the brand in multiple channels. You train sales, marketing, and support agents about your products. Yet, have you made sure that the progress of the deals that happened in social messaging is recorded? Do you have a centralized customer database for tracking conversions? You need to go one step further if you are constantly on edge about losing the opportunity to drive more conversions when the customer hops from one channel to another.
That is, implement a social CRM, a platform that integrates social messaging apps, gives you access to business insights, and provides the social tools to collaborate internally.
In this article, I will walk you through how to integrate your CRM customer profiles into WhatsApp communication. There are 2 steps: getting your WhatsApp API account ready and choosing a software solution that supports the integration of WhatsApp and popular CRM softwares like Salesforce and Hubspot.
How to integrate CRM into WhatsApp
WhatsApp has two business versions: the native WhatsApp Business App and the WhatsApp Business API. To integrate your CRM into WhatsApp, you have to register a WhatsApp API account. What's the difference?
WhatsApp Business App
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 among IOS and android devices. It provides simple business features to automate, sort, and respond to messages fast. The interface is just like the personal WhatsApp application.
A summary of WhatsApp Business’ features:
Create a business profile with contact information, official websites, and business location.
Set opening hours to inform your customers of the appropriate time to reach out.
Support swift automated responses to every message sent to the business account, but the automation is limited to greetings, quick replies, and away messages.
Create a simple product catalog that allows customers to discover your products.
Group chats with the labels and segment your customers.
WhatsApp Business API
Unlike the Business App, the WhatsApp Business API is more suitable for large-sized businesses that possess a large customer base and a large volume of messages.
The Business API has a verified business profile that ensures trust from the customers. It also supports unlimited simultaneous log-ins 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 into 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 Salesforce, Hubspot, Shopify and Calendly to fill every gap in your e-business ecosystem. This way, a CRM with WhatsApp integration can improve communication with customers.
How to register a WhatsApp Business API account
It's very simple: fill in the request form to create a 360 dialog (Official WhatsApp API provider) account under SleekFlow. All you need to do is simply fill in the application form with your personal details, company name, business emails and credit card information.
Each company (WhatsApp Business Account) can register for the Official WhatsApp Business API with more than one phone number. Register different numbers for each shop branch to better segment internal workflows while still allowing the management to see the full picture.
The entire approval process from start to end will take approximately one to two weeks. When your API account is provisioned, you need to complete the Facebook Business verification to increase the message sending limit. Looking for a step-by-step guide? Check out the Facebook Business Verification Guide.
After setting up the WhatsApp API account, the next thing to do is taking care the billing process. Please be aware that the message rate differs in the region, and WhatsApp determines your market operations by the person receiving the messages and the recipient’s country code. There is also a daily limit to the number of people you can message. To increase your messaging limit, you must maintain a quality rating of High or Medium.
How to choose a social CRM Platform for WhatsApp integration
You should be meticulous in choosing a social 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 the factors of considerations:
Ability to integrate with popular CRM softwares, e-commerce platforms and other messaging apps: Salesforce, Hubspot, Zoho, Shopify, Magento 2, Facebook, Instagram, Telegram, WeChat, LINE
Level of convenience: Choose a cloud-based platform that users can access to the database anytime with mobile app and web app.
Access to localized support: Request a demonstration, or sign up for a free trial to understand if the platform support your business needs.
SleekFlow as a CRM with WhatsApp Integration
SleekFlow, as a CRM with WhatsApp integration, performs various duties to raise efficiency for marketing, sales, and customer service. We 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.
Offers a two-way contact sync with Salesforce, Hubspot any many other CRM softwares through Zapier
Offers a native Shopify integration, filling the gap between Shopify and popular social messaging channels such as WhatsApp Business API, Facebook Messenger, Instagram DM, WeChat, and Live Chat on a Shopify site.
Offers chatbot development tools, automation rules driven by events and keyword triggers, and campaign analytics dashboard enable merchants to streamline the workflows and processes associated with sales, marketing, and customer support along the conversion funnel.
Offer unique in-chat payment solution. As sales agents bond with customers, they can proactively add the customer's product of interest to the cart, draft an order on SleekFlow, and close the case with a one-click checkout link powered by the most trusted payment gateway - Stripe.
Find out how PSB Academy succeeded with the integration of their existing CRM with SleekFlow.