Introduction
Whatsapp is a chatting/messaging app by Meta used widely globally specially by Indian users. Whatsapp is the world’s largest messaging app with 3 billion monthly active users worldwide and more than 550 million users in India. India holds the largest market share for Whatsapp.
Whatsapp launched a dedicated app Whatsapp Business in January 2018 exclusively for small businesses to promote their product/services on the widely used messaging platform for easy and more efficient customer engagement. It became the cheapest marketing tool and customer communication tool so far. Since this platform is widely used on a daily basis, businesses found it the best medium to advertise their product, handle customer grievances, and nurture and convert leads to customers through consistent follow-ups and instant & personalized reply to customer queries.
Whatsapp business allows businesses to share product catalogs, respond to customer queries, automate replies, send real-time order updates, run promotional ads, etc. Whatsapp launched Whatsapp Business API to enable seamless integration with other business applications like CRM, ERP etc. so they could centralize and automate workflow and offer more personalized customer experience.
Why is WhatsApp Business integration with CRM needed?
Today, businesses are widely using Whatsapp for promotional activities, lead nurture, customer communication etc. A large number of leads and customers are managed through Whatsapp by small and medium businesses. With the growing conversation, it is becoming difficult for businesses to keep a track on follow-ups, measure conversion rate, monitor lead status etc.
For better management and organising leads data businesses still rely on CRM. Without Whatsapp integration, businesses were forced to switch between Whatsapp and CRM to collaborate the data between these two apps. This results in delay in communication, confusion, data duplicacy, human error and inefficiency.
Then arises a need to connect Whatsapp with their existing CRM so that they could manage leads through a single platform without switching between multiple applications, improving team productivity and customer experience.
How to automate Whatsapp Business Messages?
Whatsapp Business App comes with built-in automation functionalities or business can enable it by integrating Whatsapp Business API with CRM. Automation features include auto reply to the pre-saved common queries, tagging and segmenting leads based on their response and behaviour, broadcasting personalized promotional messages to specific customer segments, which are delivered as individual chats, auto sends Greeting messages to all the new leads/Customer to welcome them. Whatsapp automatically sends order updates, reminders for appointments, booking confirmation,and other notifications to the customers to keep customers and leads constantly engaged and improves their overall experience .
Whatsapp Messaging Tricks -
Simply replying to customer queries on Whatsapp will do no good until businesses follow below mentioned tips and tricks for effective Whatsapp messaging resulting in better customer interaction, improved customer experience and enhancing conversion rate.
- Send personalized messages
- Share product video, customer review screenshot, real images etc.
- Consistent follow-ups and customer engagements
- Quickly respond to customer queries.
- Sending the right message to the right person at the right time is the key for better conversion.
- Include CTA (Call to Action) where needed.
- Track customer activities like message reading, reply to messages, link sharing etc.
Benefits of Integrating Whatsapp API with CRM
1. Boost Engagement with WhatsApp in CRM
It helps enhance customer engagement as it enables businesses to automate responses to customer queries, automate personalized greetings based on customers details, preferences and past activities.
2. Centralized Communication with Leads & Customers
Integration of Whatsapp with CRM results in storing all the communication at one place eliminating the need to switch between applications to access lead details or check previous chats. This improves response time and personalized customer experience.
3. Faster communication
Whatsapp integration helps to automatically send replies to the queries instantly without making customers wait even for a minute. It eliminates the need for support personnel to answer the same query again and again to each lead/customer which is a time consuming process that often leads to delays and loss of leads. This problem is resolved by automating repetitive tasks and improves response time.
4. Real-Time Notifications
Businesses could send real-time notification to customers such as
- Order Delivery Status
- Refund Status
- Return Status
- Appointment Booking reminder
- Pick Details
- Payment Reminder
- Feedback request
- Follow Ups
Best Whatsapp Businesses CRM Software in Delhi NCR
Eduzent Infotech Pvt. Ltd. provides customized software solutions from the last 14+ years in Delhi NCR. They seamlessly integrate Whatsapp Business API with your existing CRM and have also launched an exclusive CRM software with Whatsapp Business API integrated as their own product looking at the current demand from small and medium businesses. You can get their product/services at an affordable price.
They also build customized mobile applications for Android & IoS for startups.
