3 Jan 2024
Did you know that you can integrate WhatsApp Business with your customer relationship management (CRM) system? In this blog, we'll break down WhatsApp Business, how to integrate with your CRM and ways your business can get the most out of the integration.
Integrating WhatsApp Business with your CRM puts all your customer data in one place. From automated messages to tracking customer interactions, improving your understanding of customer needs and preferences.
Benefits of integrating WhatsApp Business with your CRM
Have personalised customer conversations
Easily access your chat history, allowing you to pick up right where you left off with customers. With data flowing into your CRM, you can also customise interactions based on customer preferences and history.
Consolidate customer data
A WhatsApp CRM integration ensures that all customer communication and data is organised and stored in one central location. This simplifies tracking, reporting, and analysis.
Enhanced customer insights
CRMs integrated with WhatsApp combine all your pre-existing customer data with new information from chat interactions on WhatsApp, providing a complete view of your customer's preferences and behaviours.
How different businesses can use a WhatsApp CRM integration
Here's a glimpse at how different industries can leverage integrating WhatsApp Business with Hubspot or Zoho:
Personalised product recommendations
Retail stores can use WhatsApp CRM to send personalised product recommendations based on customers' past purchases. CRM systems normally store the customer's purchase history, allowing the retailer to offer relevant products and exclusive deals.
Real-time shipment information
A logistics company can use a WhatsApp CRM integration to provide real-time shipment information. This allows customers to receive automated alerts when their packages are out for delivery, improving the overall customer experience.
Smoother student engagement
An education provider can use WhatsApp CRM to improve student engagement. They can send reminders for assignment due dates, share course updates, and provide a direct channel for students to ask questions or seek support.
How to set up your WhatsApp CRM integration
Integrating WhatsApp with your CRM involves connecting your CRM platform to the WhatsApp Business API. With this integration, you can send and receive messages directly through your CRM platform. Using the WhatsApp CRM integration, all customer interactions, from order updates to customer inquiries, can be managed smoothly. Let’s explore how you can set up the integration.
Set up a WhatsApp Business account
Setting up a WhatsApp Business account is the first step to integrating WhatsApp Business with your CRM. It's easy to get started with the WhatsApp Business Platform. It can, however, be a bit difficult to set up your account correctly. Many businesses find it helpful to work with a trusted WhatsApp Business solution provider to avoid any mistakes. To learn more about setting up your account, read our blog on Getting Started with WhatsApp.
Assess your current CRM
Before you start the integration process, it's important to assess your current CRM system to ensure compatibility with WhatsApp Business. Here's what you need to consider:
CRM features
Evaluate your CRM system's features and capabilities. Look for features that allow integration with third-party applications and APIs. Ensure that your CRM can store and manage the type of data you want to integrate with WhatsApp Business.
Customisation options
Check if your CRM tool allows customization and configuration to meet your specific integration requirements. This includes the ability to create custom fields, workflows, and automation rules.
Scalability
Consider the scalability of your CRM system. Make sure it can handle the increased volume of data and interactions that will come with integrating WhatsApp Business.
Choose the right integration platform
Choosing the right CRM integration platform is important to the success of your customer service strategy. Here's what you should consider when choosing a platform:
Compatibility
Ensure that the integration platform supports both your CRM and WhatsApp Business. Check for any limitations or restrictions in terms of functionality or data types.
Ease of use
Choose a platform that is user-friendly and doesn't require too much technical knowledge. Look for user-friendly interfaces, drag-and-drop functionality, and easy setup options.
Data security
Data security is important when integrating two systems. Make sure the integration platform follows industry-standard security protocols and offers data encryption, access controls, and regular backups.
Get Started with the WhatsApp CRM integration
The integration between WhatsApp and your CRM allows you to store all communication and customer data in one place and streamline your communication process. Cue can help you get started with WhatsApp. Request a demo today.
