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Almost every person has instant messengers on their tablet, smartphone or computer. It is not just a way of communication but also one of the sources of obtaining information or making purchases. For this reason, many companies are implementing their business in instant messengers to interact with a wider audience and provide it with better service.
To promote their business in the messenger, companies offer their audience customer support, more convenient ways to place an order, and improved content. And in this, CRM (Customer Relationship Management) helps the company.
What are CRM systems?
It is a specific system that helps manage all types of interactions between your organization and potential or current customers. The goal of such a management system is very simple: to develop your business, increase profitability, always be in touch, and improve relationships with customers.
Companies increasingly choose CRM because it has many functions and tools for the following tasks:
- automation of business processes (status funnels and sales funnels);
- management of transactions and contracts;
- maintenance of the client base;
- collection of information about buyers;
- planning and optimization of employee working hours;
- automation of loyalty programs;
- reception of several streams of leads;
- monitoring the activities of sellers and managers;
- analysis of the target audience;
- automation of the work of the sales department.
There are many excellent and very useful CRMs that really help manage and improve your business through more productive interactions with clients. For example, we will briefly talk about the three best systems for 2024:
- Zoho CRM. This system is very popular because it has a free version and its tariff plans are inexpensive. Before choosing this, you should know that the system is more suitable for small teams that want to improve the quality of interaction with potential clients without spending a lot.
- HubSpot. A great system that offers a chatbot and live chat. There is also a form builder for collecting customer data and a tool for managing advertising. There are many useful features even in the free version.
- Bitrix24. It is a useful and convenient CRM that allows you to work online with colleagues and clients, stay up to date with all events, control tasks and sell more. Bitrix24 will help in establishing communication with the client and conducting transactions from start to finish.
It is also worth noting the Microsoft Dynamics system, which is highly adaptable to the needs of any business. Companies that have chosen this system have appreciated its operation from any location and device, regular updates and a simple interface with a variety of tools.
Benefits of using WhatsApp for business
WhatsApp is chosen by millions of people around the world because it is simple, convenient, understandable and safe. This application is available in almost 180 countries and works in 16 languages, it has been downloaded almost 5 billion times on different OS and it has almost 2.7 billion users worldwide. But business owners also use this messenger to develop their companies. And this is due to the high user engagement.
There is a simple account and a business version in this messenger. If you have a business account, you get such an icon. This will be an indicator of the seriousness and reliability of your company so that users can trust you. Your brand name will not be displayed, only a phone number so that customers can always contact you.
CRM integration with WhatsApp: how it works
CRM WhatsApp integration is where you need to start if you want to communicate with clients via this messenger. It is important to note that not all CRMs can support built-in integration with this messenger. They do not support some messaging capabilities in the application because they were originally developed for email.
Having chosen a certain CRM, you need a reliable provider. For example, ChatArchitect. There are two types of WhatsApp CRM integration: with an existing CRM or with special software. The process is very simple: register with the provider, connect your WhatsApp and connect the selected CRM. The provider will provide you with a platform for improving communication and automating your business processes.
Benefits of integrating CRM with WhatsApp
By choosing WhatsApp business API CRM integration, you can automate many work processes and simplify the work of your marketing department. You will be able to create customer or deal cards automatically. You will also be able to collect all applications from mail, phone or website to create cards based on this data. CRM also has other advantages.
- Improving customer service. You will have access to functions for conducting surveys, creating interactive campaigns, and collecting useful feedback from your customers. With CRM integration with WhatsApp, you will be able to provide multimedia content for better engagement (video, photos, documents).
- Automation of processes. Sales departments of companies will have access to all the necessary information about customers and products in one place. They will know the preferences and opinions of their user audience, which will lead to a faster process of concluding deals.
- Increased sales. You will have a productive system to send messages and remind the audience about great deals, discounts and promotions. This gives you the advantage that your potential customers will tune in, develop and smoothly move towards a purchase.
- Analytics and reports. You will get an expanded list of your customers' behavior. This will help you understand more clearly what they want and expect to satisfy their needs. Retain profitable customers based on data analysis.
- Saving the history of communication. You will have a history of dialogues saved, this will help the manager to quickly navigate the demand and desires of the client. Consumers like this, they do not want to wait long.
Choose the best CRM with WhatsApp integration to ensure instant communication not only with customers but also with leads. All operations will be in real time, responding to problems, requests or feedback promptly.
Case-stages and examples of successful integrations
Many brands have already successfully completed the WhatsApp business CRM integration procedure and it has brought them more profit. Let's find out from specific examples how such integration has helped the following corporations.
- Henkel Corporation, which sells adhesive technologies, cosmetics, and laundry and home care products, integrated with WhatsApp. The goal was to ask people to send 15-second video tips on laundry care as part of the Persil campaign. And the best videos were awarded by Persil gampers. This original method helped the corporation create a loyal customer base and improve the interaction rates between customers and the brand.
Employees noted that such CRM with WhatsApp integration led to a significant increase in brand recognition. Users who sent videos were happy to receive pleasant gifts and became more inclined to products from Henkel.
- In 2017, the world-famous corporation Netflix launched a unique campaign "I'm in" using free CRM with WhatsApp integration. The goal was simple: to encourage users who had canceled their subscriptions to re-subscribe to this service. As a result, Netflix was able to establish relationships with its subscribers and convince them to come back and re-subscribe.
The staff noted that more than 60% of users who had canceled their subscription and forgotten about their portal returned. Users wanted to become members of this system again because they often received messages in the messenger about new movies, special offers and promotions.
Conclusion
CRM WhatsApp integration is a more profitable investment in the development of your business. An important point for any brand is better interaction with customers. The goal of any company is not only to sell a product but also to do everything possible to retain the client. And for this, he needs a comfortable environment for shopping, reviews, news and special offers. Try integration with ChatArchitect to improve interaction with customers and significantly increase conversion.
