WhatsApp CRM: What It Is, The Advantages, and How to Get One

In this digital era, WhatsApp is commonly known as a communication application in business. However, in the midst of a heated business competition, a business is required to offer the best service and response to customer inquiries. In the digital marketing world, there’s this thing called Customer Relationship Management (CRM). WhatsApp has become the perfect platform used as a CRM. Let’s explore further about WhatsApp CRM, its benefits, and how you can get one for your business.

Understanding CRM

Before discussing what WhatsApp CRM really is, it’s better to first understand what CRM is and how important it is to a business.

Customer Relationship Management (CRM) is a strategic approach that are used by businesses to manage and improve relationship with customers. CRM is not limited to technology, it can also benefit business process and the organization culture that is focused on customer satisfaction. Through CRM implementation, business can gather, analyze, and use customer data to understand their needs better.

The main benefit of CRM for a business is the improvement of customer retention, operational efficiency, and decision-making. By building a strong relationship with customers, businesses can gain loyalty, increased sales, and a long-term business survival rate.

Understanding WhatsApp CRM

Now, let’s talk about what WhatsApp CRM is – it is the integration of WhatsApp into a CRM strategy. CRM or Customer Relationship Management should be pointed out that it is one part of digital marketing that deals with the connection with the customers to make them happy and serve them with more reliability. WhatsApp integration into CRM can enable a business to reach customers on a platform that they are familiar as well as using all the time — WhatsApp!

Now, before we dive into how one can integrate WhatsApp with CRM, let us first take a glimpse at the types of integration being supported by CRM. 

1. WhatsApp Native Integration – This is the direct integration of WhatsApp into the CRM platform or software that the CRM provider usually develops and supports. They are reserved for users who need a seamless experience, and usually at a cheaper price.

2. Third-party Integration – Provided by external parties. While this can be costlier, this integration offers enhanced features and customization capabilities unavailable to native integration.

Third-party integration is usually a preferable option among the medium-scale busiensses aiming for a bigger size. Businesses can acquire and retain numerous customers with advanced and comprehensive features.

Benefits of WhatsApp CRM

WhatsApp CRM offers some benefits, including:

1. Improved Customer Engagement – With the help of WhatsApp CRM, businesses can send tailored messages to customers according to their purchase history and interaction habits. This level of personalization strengthens the bond between the customer and the brand, ultimately fostering higher customer satisfaction.
2. Personalized Communication – Integrating WhatsApp with CRM helps efficiently maintain personalized communication processes between you and your customers by ensuring proper customization and timely delivery of messages. This saves time and work to manage customer interaction on different platforms.
3. Enhance Promotions – WhatsApp CRM enables business to update products, special offers, and important information directly to customers. This can eventually strengthen branding and awareness.
4. In-depth Customer Analytics: WhatsApp CRM allows businesses to gain insights into customer engagement on the app. The captured data helps build better customer engagement.
5. Improve Customer Trust – WhatsApp CRM can help build customer trust through transparent and dependable communication, supporting business efforts in creating a long-term and beneficial relationship between business and customer.

How to Obtain WhatsApp CRM

After understanding the benefits of CRM, let’s find out how you can obtain one:

1. Findi the Right CRM Provider – There are several CRM providers that offer WhatsApp integration. Businesses need to research and find the best provider which fulfills their needs and budget.

2. Integrate using WhatsApp API: After a competent CRM provider has been selected, businesses can move ahead with integrating WhatsApp Business with the CRM software. This process usually requires API deployment and CRM configuration, enabling your chosen CRM to facilitate WhatsApp communication.

3. Train Staff and Monitor Performance – Once the integration process is complete, businesses can train their staff to use the new system. They also have to monitor the performance of WhatsApp CRM for it to deliver desired results and meet the business objectives.

WhatsApp CRM: The Key to Integration

One should note that the WhatsApp CRM is not the last destination, but rather a way to reach the destination. The keys to successful WhatsApp CRM integration are:

1. Active and Responsive – Be proactive, consider your customers what new communication methods do they use. By answering questions and feedback as quickly as possible, you build strong relationships.
2. Data Analysis – Use Analysing customer Behavior With Data Generated Through WhatsApp CRM This could allow you to spot trends and customer needs.

Good News for You

The bright side is, you don’t have to think twice from selecting the suitable WhatsApp CRM to assist you build your business. This is a comprehensive WhatsApp CRM platform, which is currently used by business practitioners from 109 countries – Kommo. Kommo is a WhatsApp CRM with a complete range of features for the development of small businesses to large ones:

• ChatBot: The chatbot will assist your business in summarizing all consumer data, assigning tasks to admins, and much more.
• Unified Box: Manage messages coming from multiple WhatsApp numbers and other applications with Kommo’s unified inbox.
• Message Templates: Here, the templates can be used to have a list with media, button reaction and messages, helping you to reply promptly.
• WhatsApp Broadcast: By using this, your business can keep track of the potential customer contacts and the existing clients. For best results, combine this feature with the chatbot.
• WhatsApp Automation: This is for setting up automatic workflows for data entry, lead assignment, and task scheduling. All of this can be configured with a few clicks.
• Analytics: This feature can track admin performance with real-time reports and customizable dashboards.

And many more features.

Still confused about why you need to use WhatsApp CRM? Let us review some success stories of Kommo clients who have effectively leveraged WhatsApp and Kommo CRM to improve customer communication, streamline workflows and fuel growth.

• WhatsApp for Real Estate CRM – Gardens Desarrollos from Argentina struggled with its real estate project sales. It was then they found Kommo to be the solution. Thanks to the reliable Kommo CRM platform, they could unite all sales management and consulting operations into one practical tool. The full story can be viewed in this video.

• WhatsApp CRM for Travel Agencies – Thanks to Kommo CRM, the Colombian travel agency SmarTravel can work 24/7, sell through its bot, provide customers with information about their ideal destinations, help them with planning their overseas trips, and give flight recommendations. And it all happens without needing to communicate directly with customers.

Check out this video to see how our WhatsApp CRM solution can revolutionize your business.

• WhatsApp CRM for Event Management – Fausto Russo built his business from the ground up, developing a new coffee culture in Venezuela. He decided to adopt Kommo CRM to handle growing customer demand and unify the event planning process. Watch the full story here.

What are some other awesome features in Kommo? Sign up for 14 days FREE trial of Kommo, no credit card needed. Join us at Kommo, as we tap into the power of WhatsApp as a robust CRM solution.