Prior To Integrating CRM With WhatsApp, Consider These 5 Points
There is no doubting that a WhatsApp CRM Integration offers both emerging and existing businesses a number of advantages. However, there are a few things you must first grasp and straighten out with these integrations.
Do you manage a developing small or medium-sized business? We're going to start by assuming two things about your company:
You utilise WhatsApp Business to communicate with your customers. You have a CRM (Customer Relationship Management) system in place.
The former arranges customer data and enhances client interactions. Given WhatsApp's enormous influence and reach as the most widely used messaging service in the world, failing to meet the former would mean losing out on a significant opportunity to grow your customer base.
If you have been utilising the two independently, you are aware that juggling and switching between them isn't really effective. The good news is that WhatsApp CRM Integration enables you to streamline your client interaction activities into a single channel for a more efficient workflow.
WhatsApp CRM: What is it?
Simply linking a WhatsApp Business API account with customer relationship management software is all that is required.
You may integrate it with your WhatsApp communication efforts regardless of whether you use well-known tools like Salesforce and HubSpot or other, less well-known options.
Your agents will be able to work more productively, deliver superior customer service, increase client retention, spur sales, and ultimately help your company expand.
WhatsApp CRM Integration Benefits
Let's examine some advantages a WhatsApp CRM integration can provide for your company.
1. Get a report on the team's overall WhatsApp performance and access all of the team's most recent communications in one place.
2. With stated 98% open rates for SMS, we may also anticipate similarly absurdly high open and engagement rates for WhatsApp.
3. Connect with prospective clients on their preferred platform. Ensure that all of your marketing communications are seen and heard.
4. Simplify the post-sale procedure and streamline the sales process to boost revenue.
Additionally, you get to use the same WhatsApp interface for all of the aforementioned tasks.
Right. You are eager to dive into it all since it seems so enticing. But there are certain things to keep in mind and prepare for before you start integrating WhatsApp with your CRM.
The following are five things you should be aware of about WhatsApp CRM integration:
1. WhatsApp API account
A WhatsApp API account is necessary to integrate WhatsApp with your CRM. The phone number used must be legitimate and controlled by the company because WhatsApp API accounts are linked to a phone number.
The number used for the API can be either a landline or a mobile phone number, unlike the ordinary WhatsApp app (whether it be for personal use or WhatsApp Business). It is functional as long as it can receive voice calls or SMS.
You can move that number to the API if you're upgrading from the free WhatsApp Business app and are already using WhatsApp. To do this, though, the original account that was created for the WhatsApp Business app must be deleted.
Additionally, keep in mind that any WhatsApp API numbers are non-transferable. This implies that after choosing a number for your WhatsApp API account, it cannot be used for another account.
2. Messaging limitations
The ability to communicate with your customers via the most widely used chat app in the world—which, chances are, most, if not all, of them are already using—means having WhatsApp CRM integration.
You could believe that WhatsApp is an excellent marketing channel with its two billion users. Even though it could seem like the best technique to spread marketing messages and increase brand recognition, shortcuts in business are incredibly rare, so you must be very cautious with this.
First off, just because you have a customer's WhatsApp number on file doesn't give you free reign to message them. This is due to WhatsApp API messaging only being available with opt-in.
According to WhatsApp's rules:
To send someone a WhatsApp message, you must first get their opt-in consent indicating that they want to receive messages from you in the future. The opt-in must (a) unambiguously declare that the user is agreeing to receive messages from you via WhatsApp, and (b) unambiguously state the name of your company. There is no clearer statement than that.
Additionally, WhatsApp stipulates that communications sent by businesses must follow a "message template," or a format similar to transactional messaging. Airlines updating customers on flight changes, eCommerce shipment updates, and refund confirmations are all examples of transactional messaging.
In other words, sending mass commercial communications is definitely forbidden.
3. Adhering to data privacy regulations
The convenience of managing customer assistance via a shared message inbox that is accessible by different agents is one advantage of WhatsApp CRM integration.
To refine and adapt the Peter Parker adage, however: great convenience also comes with great responsibility.
It's critical to make sure your usage complies with WhatsApp's business principles given the number of eyes on it and the individuals in charge of what may be sensitive information.
In a word, you are in charge of obtaining the required authorizations to "collect, use, and share" customer data. Any information gathered may only be applied to "support messages."
Customers should not be asked to provide or request "sensitive identifiers" such personal or financial information. Customers should also not be asked to send or request health-related information.
For further details, we advise you to carefully read WhatsApp's Business Policy page.
Aside from WhatsApp's regulations, you might also need to abide by regional privacy laws, including the GDPR in the European Union.
You should settle this before integrating your CRM with WhatsApp because to the sensitivity of these matters and the severe fines that may arise from breaking these laws.
4. CRMs that integrate WhatsApp
The compatibility and suitability of the CRM you're using (or considering utilising) for a WhatsApp integration may be one of the most crucial factors to take into account.
The good news is that most of the top CRMs available can be linked with WhatsApp.
Despite the fact that CRMs differ from one another, integrating WhatsApp with them has similar advantages.
5. Making use of the WhatsApp Business API
You guessed it: the WhatsApp Business API is another requirement for WhatsApp CRM integration, in addition to having an account with the CRM of your choice.
It is necessary to apply for and be granted an API account with WhatsApp in order to access the WhatsApp Business API.
Although you may do it on your own by using the developer portal of Facebook's parent business, the procedure can be complicated, time-consuming, and tiresome. By all means, go for it if you have experience in this area or if you have a team of web developers that can assist.
Otherwise, contacting an authorised WhatsApp Business Solutions Provider is the best approach to request access (BSP). The procedure will be quicker, and WhatsApp BSP-submitted applications frequently have greater acceptance percentages.
Additionally, WhatsApp BSPs can assist with setting up your interface and any other WhatsApp connections your business might want.
Our mission at Botsup, an official and verified WhatsApp BSP, is to assist you in growing your company. Having said that, there are no fees associated with creating an account or obtaining authorization to use the WhatsApp API.
How can I integrate WhatsApp CRM on the best platform?
You should be cautious while choosing a CRM platform due to the significant cost of switching systems. All of the valuable data must be moved and transferred, which takes time. Your workers might need some time to get acclimated to the new interface. Here are some ideas to consider when you look into CRM software.
• Beneficial for cross-functional teams: fulfils numerous cross-functional teams' requirements rather than just one. The best choice is the one that benefits your business and lessens the workload for you and your team. It should cover more than simply sales and be flexible enough to design potential changes in the future while fulfilling all of its duties to promote the business.
• Cloud- and user-friendly: The CRM ought to be simple to use. It must also be cloud-friendly to give consumers access whenever they need it.
• Product Demo: Before starting, expand your understanding. Requesting a demonstration will allow you to put it to the test. Some websites even offer a free trial.
WhatsApp CRM: Summary
Integrating WhatsApp with your CRM system is a terrific method to enhance customer service and communication inside your business. It makes no difference if you run a large, established organisation or a medium-sized business.
The advantages of adopting the most widely used messaging platform in the world, in our opinion, are endless.