There’s no denying a WhatsApp CRM Integration provides many benefits for growing and established businesses. But first, there are certain things you need to understand about these integrations and sort out.
Do you run a growing small and medium enterprise? We’re going to start by making two quick assumptions about your business:
- You have a CRM (Customer Relationship Management) system in place
- You use WhatsApp Business to communicate with your customers
The former organize customer data and improves customer service and relations. Considering WhatsApp’s massive influence and reach as the world’s most popular messaging app, not fulfilling the latter would mean missing out on a huge opportunity to nurture your customers.
If you’ve been using the two separately, you’ll know that having to juggle and switch between them isn’t all that efficient. The good news is that WhatsApp CRM Integration can consolidate your customer relationship efforts into one channel for a more effective workflow.
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What is WhatsApp CRM?
It’s nothing but integrating customer relationship management software with a WhatsApp Business API account.
Whether you’re using leading software such as Salesforce and HubSpot or other lesser-known ones, you can merge it with your WhatsApp communication efforts.
That way, your agents can work more efficiently, provide better customer service, boost customer retention, drive sales, and ultimately grow your business.
Advantages of WhatsApp CRM Integration
Let’s look at some of the benefits a WhatsApp CRM integration can bring to your business.
- View all of the team’s most recent communications in one location and get a report on the WhatsApp performance of the entire team.
- With SMS open rates reported at 98%, we can also expect WhatsApp to have such insanely high open and engagement rates.
- Reach potential customers on their preferred platform. Make sure everyone sees and responds to all of your marketing messages!
- Streamline the sales process to increase income and offer simple post-sale support.
Plus you get to do all of the above in the same interface as a regular WhatsApp account.
Right. All that sounds extremely attractive, and you can’t wait to jump into it. But before you start integrating WhatsApp with your CRM, there are certain things to keep in mind and get ready.
You can watch this video to learn how to integrate WhatsApp Business to Zoho CRM using the WATI extension:
Or you can follow the below steps.
Five things you should know about WhatsApp CRM integration
1. Registering WhatsApp API Numbers
Integrating WhatsApp with your CRM requires a WhatsApp API account. Because WhatsApp API accounts are linked to a phone number, the number used must be valid and owned by the business.
Unlike the regular WhatsApp app (be it personal or WhatsApp Business), the number used for the API can be a landline or a mobile phone number. As long as it can receive voice calls or SMS, it’s good to go.
If you’re already using the free WhatsApp Business app and are upgrading to the WhatsApp API, you may transfer that number to the API. However, this will require deleting the original account set up for the WhatsApp Business app.
Also, note that any onboarded WhatsApp API numbers are non-transferable. This means that once you’ve selected a number for your WhatsApp API, it cannot be used for other WhatsApp API accounts.
2. Messaging Restrictions
WhatsApp CRM integration means having the possibility to communicate with your customers via the world’s most popular chat app, which, chances are, most of them (if not all) are already on.
Given WhatsApp’s two billion-strong user base, you may think that it makes for a great marketing channel. Though it may seem like the most ideal way to disseminate promotional messages and boost brand awareness, shortcuts in business hardly ever exist, and this is something you need to be extremely careful with.
First, having a customer’s WhatsApp number on file does not mean you can message them freely. That’s because WhatsApp API messaging is via opt-in only.
As per WhatsApp’s policy:
To initiate a WhatsApp message to a person, you must first receive opt-in permission confirming that they wish to receive future messages from you on WhatsApp. The opt-in must (a) clearly state that the person is opting in to receive messages from you over WhatsApp and (b) clearly state your business’ name. It doesn’t get any clearer than that.
WhatsApp also states that messages initiated by businesses must be what it calls a “message template,” which are essentially transactional messages. Transactional messages include airlines informing passengers of flight changes, eCommerce shipping updates, and refund confirmations.
In other words, bulk marketing messages are strictly prohibited.
3. Complying With Data Privacy Laws
One of the benefits of Whatsapp CRM integration is the convenience of running customer support using a shared message inbox accessible by multiple agents.
But to fine-tune and adapt the Peter Parker principle a little: with great convenience comes great responsibility.
With so many eyes on and people managing what could potentially be sensitive information, it’s crucial to ensure that your usage adheres to WhatsApp’s business policies.
In a nutshell:
- You’re responsible for acquiring the necessary permits to “collect, use, and share” customer data
- Any data collected must only be used to “support messaging.”
- Do not ask customers to share “sensitive identifiers” such as personal and financial information
- Do not send and request health-related information
- Do not share customer information with other customers
We recommend you thoroughly read WhatsApp’s Business Policy page for more information.
WhatsApp’s policies aside, there may be local privacy laws you may need to comply with, such as the GDPR in the European Union.
Given the sensitivity of these issues and the severe penalties that may result from breaching these regulations, this is something you want to sort out before integrating your CRM with WhatsApp.
4. CRMs Offering WhatsApp Integrations
Perhaps one of the most important things to consider is whether the CRM you’re using (or are thinking about using) is compatible and a good fit for a WhatsApp integration.
The good news is that WhatsApp can be integrated with most of the leading CRMs on the market. These include but are not limited to:
Though CRMs vary from one to another, the benefits of integrating WhatsApp with them are similar.
Benefits of Zoho WhatsApp CRM Integration
With the help of Zoho CRM, businesses can gather consumer leads and messages from a variety of online sources, such as websites and social media platforms. But now, business organisations can combine Zoho CRM WhatsApp Integration to increase its effectiveness and improve its usability.
- Live chat with contacts: With the help of a built-in live chat system, you can communicate with your Zoho contacts immediately via WhatsApp. You can send and receive messages and documents in real-time without exiting the Zoho CRM.
- Send broadcast messages: You can simply choose the recipients from your Zoho contacts list and compose a message to send as a broadcast. Alternatively, you can also create or choose from previously saved templates.
- Template Messages: Save message templates for quick reuse using dynamic variables from your Zoho CRM modules to send tailored messages with just a tap. This eliminates the need for manual message input. You can also save templates that include images, videos, and documents, and use them for speedy replies.
- Automations: Send automated WhatsApp messages when a CRM event is triggered, like the creation of a new lead or update of a record or any other situations specified in your workflows.
Read our WhatsApp CRM integration customer case study on how 21K school increased their customer acquisition by 72% in 11 months.
- Notifications: Receive notifications within Zoho CRM when you get a WhatsApp message from a lead or a customer.
You can read more about how to send a WhatsApp message from Zoho CRM in this guide.
Or you can watch this video.
Requirements for Zoho WhatsApp CRM Integration
Businesses must have a WhatsApp Business account to start with the Zoho CRM WhatsApp Integration. Here are the following things required to apply for WhatsApp Business API
- Registered business phone number (Without any WhatsApp account)
- Verified Facebook business manager ID
- Display name of your business
Once you have the above things ready, you can apply for a WhatsApp Business and get it approved within 5 days.
5. Accessing WhatsApp Business API
Aside from having an account with the CRM of your choice, another prerequisite to WhatsApp CRM integration is—you guessed it—the WhatsApp Business API.
Obtaining access to the WhatsApp Business API requires applying to WhatsApp themselves for an API account and then getting approved.
Although you can do that yourself by going through the parent company Facebook’s developer page, the process can be technical, tedious, and not to mention time-consuming. If you’re well-versed in this field or have a team of web developers that can help, by all means, go for it.
Otherwise, the best way to apply for access is through an official WhatsApp Business Solutions Provider (BSP). The process will be faster, and applications sent in by WhatsApp BSPs also often have higher acceptance rates.
Plus, WhatsApp BSPs can also help set up your interface and other WhatsApp integrations you may need for your business.
WATI is an official and verified WhatsApp BSP, and our goal is to help you take your business to the next level. That said, we do not charge for setting up an account or getting approval to access the WhatsApp API.
How to choose the right platform for WhatsApp CRM Integration?
Given the high expense of switching systems, you should be careful while selecting a CRM platform. The migration and transfer of all the valuable data take time. It may take some time for your staff to get used to the new interface. Here are some suggestions for you as you research CRM platforms.
- Helpful for cross-functional teams: meeting the requirements of multiple, cross-functional teams rather than simply one. The greatest option is one that works for your company and reduces the workload for you and your team. It should encompass more than just sales and be adaptable enough to design potential future adjustments while carrying out all of its responsibilities to advance the company.
- User & cloud-friendly: The CRM must be easy to use. To provide users access whenever needed, it must also be cloud-friendly.
- Product Demo: Acquire additional knowledge before beginning. You should ask for a demonstration so you can try it out. Even some sites provide a free trial.
At Wati, we provide free trials and live demos where you can check out the product and clarify any doubts about WhatsApp CRM integratio
WhatsApp CRM : Conclusion
WhatsApp CRM integration can be a great way to improve your company’s communication efforts and customer experience. It doesn’t matter if you’re a medium-sized company or well established large corporation.
We at Wati believe that the benefits of using the world’s most popular messaging application are limitless and if you’d like to apply for a WhatsApp Business API to get started with the WhatsApp CRM integration, simply register here and our experts will connect to help you.
Or if you have some questions to be answered, you can join our live demo calls and get your doubts clarified