Customer relationship management has become a part and parcel of every business in today’s world. However, not everyone understands that WhatsApp can not only help with customer communication but also help manage customer engagement efficiently. With more than 2 billion active users, WhatsApp has become integral to business communications. If business owners can integrate the application with their CRM platform, they can enhance customer service and increase revenues. So, we thought it would be helpful to provide an overview of WhatsApp CRM integration through this article.
WhatsApp CRM is the act of integrating your customer relationship management tool with the WhatsApp Business API account. WhatsApp’s application programming interface can be easily merged with Salesforce, Hubspot, Zoho and most other CRMs that are currently in use. By merging WhatsApp communications with a CRM, your business team can not only take its customer service to the next level but also drive sales & business growth.
At the outset, WhatsApp CRM is an excellent addition to any business. However, it is critical to understand how it provides advantages to your business. So, let’s take a look.
With CRM integration, you’ll be able to view all your WhatsApp communications across devices & channels like websites, chatbots or social media in one location and engage with customers in real time. WhatsApp CRM also allows your team to send personalized responses instantly to gain the trust of customers.
By integrating WhatsApp API into your CRM, you can manage your no-code WhatsApp chatbots & automate your in-chat responses to offer instant responses to customer queries at all stages of their journey. The option to add labels & notes to denote a customer’s status and urgency helps your team identify their needs faster, give quick resolutions & follow up accordingly.
One of the main advantages that you get with a WhatsApp CRM is the increased level of personalization. Since your CRM holds all your customer data, the WhatsApp API integration allows you to create custom greetings, promotional messages & offers for customers as per their needs, interests or location. This helps your team to cater to individual customer needs, reduce churn & help grow your business.
WhatsApp has become an integral part of business communication. Therefore, it is important to get real-time tracking of communication to help in effective follow-ups. With WhatsApp CRM, you can view the entire customer journey for a particular client and track their communication through a shared dashboard. There are also a variety of reports & analytical features that help you identify issues & follow up efficiently.
WhatsApp CRM provides a shared inbox feature that helps your team see all the business communications on a single screen. By merging communications across channels, your teams can collaborate with each other and share critical information like meeting notes, calendar events, tasks, customer insights, analytics and more. In addition, your team can filter out the customer’s messages based on demographic, status & intent to gain additional insights.
Integrating WhatsApp API into the CRM helps monitor marketing & sales processes to gain insights that can improve customer experience. By tracking individual customer conversations & monitoring the interactions that take place at each step of the journey, your team can understand the needs of their clients & the best ways to interact with them to improve the customer experience.
Read more on WhatsApp for sales: 13 tips to boost your business
The short answer is No.
WhatsApp has two versions of the business application: one is the native WhatsApp Business app and the other is the WhatsApp API application interface. The native app, which mimics the regular WhatsApp application, was designed to help small businesses with their basic communication needs. Therefore, it doesn’t allow integration with other software or applications. In addition to integration opportunities, WhatsApp Business API also provides several other benefits like unlimited broadcast messages, shared inbox for collaborative workplaces & no-code chatbots for 24/7 assistance.
Suggested read: All you need to know about WhatsApp Business API
The first step in integrating WhatsApp with your CRM is getting a WhatsApp Business API account. This can be done either by yourself or by partnering with a WhatsApp business solution provider.
To convert your WhatsApp or WhatsApp Business account WhatsApp requires businesses to create their own unique WhatsApp API account & get it approved. You can apply for a WhatsApp API using Facebook. The approval will take around one to two times. Your team will need to use the Facebook developer page and build your own application through coding. However, this is a tedious & technical process because your team needs to understand the Facebook developer process & also learn about the WhatsApp compliance process to manage your WhatsApp strategy efficiently.
Pros
Cons
If you’re a small or medium business, you might not have the resources or time to do native WhatsApp API integration, then you need to partner with a WhatsApp Business Solution Partner (BSP) like Gallabox. BSPs are WhatsApp-acknowledged partners who have been assigned to help SMBs with WhatsApp API creation & integration. Since Gallabox knows all about WhatsApp's restrictions, commerce policy & approval process, you can rest assured that the application process is shorter and hassle-free. The professional team can also provide custom integration support based on your existing CRM. This makes your job much easier and helps you focus on other critical business processes.
Pros
Cons
As one of the leading WhatsApp workplace service provider in India, Gallabox can help you integrate WhatsApp with several CRMs including Zoho, ShipRocket, WooCommerce & Shopify in just a few steps. Let’s take a look at the step-by-step Gallabox WhatsApp integration process for some of the most popular CRMs in the current era.
Once the app is created, click on ‘App details’ & enter the following details.
Upon app creation, you can scroll down to see your API key, Password & Shared Secret. Share these details to developers@gallabox.com.
In addition to these CRMs, Gallabox can also help with custom integrations with other CRMs.
Also Read : Best WhatsApp CRM providers to scale your business
WhatsApp can be integrated with Zoho, one of the most popular CRMs, to ensure increased revenue & seamless customer experience. By following these simple steps, you can integrate our Gallabox WhatsApp API with your Zoho CRM and start sending messages directly from Zoho.
Note: This is a mandatory step that allows you to view WhatsApp messages in Zoho.
Note: You can select multiple contacts to send bulk messages.
You can check out some of the must-have templates on our WhatsApp business message templates blog post.
For a more detailed explanation of the Zoho WhatsApp integration and automation process, you can read our blog.
From this article, we can clearly see that WhatsApp CRM improves your business processes. We’ve also seen that partnering with a WhatsApp Business Solutions Partner like Gallabox will make your life easier. If you’d like to experience our interface, you can sign up now for a free trial.
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