In the era of seamless connectivity, businesses are constantly looking for ways to integrate their communication channels for more efficient customer interaction. One platform that has transformed the way businesses communicate is WhatsApp, with its global reach and user-friendly interface.
Integrating this powerful messaging app with your Customer Relationship Management (CRM) tool can greatly enhance your customer service and outreach. But which CRM platforms offer the best WhatsApp integration?
In this post, we’ll guide you through the top 5 CRM tools that seamlessly connect with WhatsApp, enabling you to manage customer interactions more effectively and leverage the power of unified communication. Let’s explore these solutions to help you make a more informed choice.
|Zendesk||Allows integration of WhatsApp social messaging channels, enabling agents to manage various channels within a single ticket interface for faster and more personalized service. More info.|
|Hubspot||Integrates with WhatsApp Business accounts, offering a shared inbox for all WhatsApp messages, automated messaging, and visibility into all WhatsApp conversations within the CRM. More info.|
|Zoho CRM||Enhances customer interactions and offers extensions like Ultra WABA for bulk messaging and automated workflows for consistent communication. More info.|
|Freshsales||Features Freshchat for customer service via WhatsApp, allowing management of messages from multiple WhatsApp numbers, bot-based decision trees, and timely notifications with rich media. More info.|
|Salesforce||Enhance customer engagement, sales, and support, allowing businesses to connect directly within conversations and deliver tailored customer service using real-time data. More info.|
Zendesk provides a comprehensive customer support solution through its Zendesk Agent Workspace, which enables users to integrate WhatsApp social messaging channels into the platform. This allows agents to efficiently work across various Zendesk channels within a single ticket interface, addressing customer issues using the most suitable channels without being restricted to the initial contact channel.
By activating this feature, administrators enable agents to manage Support, Messaging, Chat, and Talk conversations within the same ticket. This eliminates the need for agents to switch between different dashboards to view and track customer issues. Instead, they have a complete, customer-centric view of their work, empowering them to deliver faster, better, and more personalized service. Moreover, when configured, agents can receive and respond to social messages and web messages, further enhancing their ability to effectively address customer concerns.
Hubspot’s CRM platform integrates seamlessly with WhatsApp Business accounts, providing a user-friendly and efficient way to engage with customers. This connection allows for effortless communication, conversation monitoring, and relationship building with customers. Businesses can send welcome messages, automate abandoned cart reminders, and even send targeted messages based on customer purchases.
One of the key benefits of integrating Hubspot with WhatsApp is the ability to manage all your WhatsApp messages in a shared inbox. This streamlines communication, making it easier for businesses to stay organized and responsive. Hubspot’s platform also helps target customers with automated messages, ensuring they stay engaged and informed. By delivering tailored content, businesses can nurture leads and improve customer satisfaction.
Moreover, Hubspot enables you to view all WhatsApp conversations within the CRM platform. This visibility provides valuable insights into customer interactions with your brand, allowing for data-driven decisions to enhance your marketing strategy.
3. Zoho CRM
Integrating WhatsApp Business with Zoho CRM greatly enhances customer interactions and streamlines communication. By connecting these two platforms, businesses can send messages directly from their CRM account, leading to improved customer engagement and more efficient interactions.
To achieve this integration, businesses need a Facebook Business Manager account, a verified WhatsApp business, and a registered phone number to access the WhatsApp Business API. Zoho’s marketplace offers various extensions that can further enhance the capabilities of the WhatsApp-Zoho CRM integration.
One such extension is Ultra WABA, which allows users to send WhatsApp messages to multiple contacts at once using Zoho CRM filters. This feature saves time and effort when reaching out to a large number of customers.
Another useful extension is “WhatsApp API integration for Zoho CRM by WATI.io” This extension enables businesses to set up Zoho CRM workflows to send automated WhatsApp messages based on specific criteria. This automation ensures that important messages are sent promptly and consistently, ultimately improving overall communication efficiency.
Last but not least, we have Freshsales. Created by Freshworks, it is an advanced sales CRM designed to assist sellers in closing deals more efficiently and swiftly. One of its notable features is Freshchat, which allows businesses to deliver outstanding customer service through WhatsApp.
By integrating with your preferred third-party tools, Freshsales enables you to manage messages from multiple WhatsApp numbers, collaborate with your team remotely, and access comprehensive customer information.
With Freshsales, you can also easily create and implement complex decision trees on WhatsApp using their no-code bot builder. This helps your team concentrate on more significant tasks as the bots handle repetitive questions by providing instant and precise responses.
Also, Freshsales can automatically send timely notifications using template messages, which can contain images, videos, and documents to offer more context and improve communication.
However, the WhatsApp Business integration is only available on the Pro and Enterprise plans.
Salesforce has, since 2022, introduced a new way to enhance customer engagement, accelerate sales, and improve customer support outcomes through its “Marketing Cloud” and “Service” tools.
By integrating with WhatsApp, businesses can now harness the power of messaging to sell, market, and support their customers directly within a conversation. This integration allows brands to connect with customers in a quick, straightforward, and personalized manner, making it easier to address inquiries, offer assistance, and promote and sell products.
A key feature of this integration is the ability to deliver customized and conversational customer service using real-time data. This enables businesses to impress and satisfy their customers by providing tailored experiences that meet their unique needs. Moreover, this integration helps businesses scale operations efficiently through automation. By utilizing AI-powered chatbots, companies can quickly resolve issues, automate common inquiries, and streamline business processes.
Furthermore, integrating WhatsApp with Salesforce simplifies operations by consolidating digital channels and voice onto a single platform. This unification ensures that businesses can manage all customer interactions, whether through messaging, voice calls, or other digital channels, in a more organized and efficient manner.