Hacks for sales leaders managing teams that use WhatsApp for sales

A salesperson using WhatsApp to converse with prospects understands the actual value of the messaging tool. It’s the third-most-used social media platform, after Facebook and Youtube. 

WhatsApp improves customer experience by making conversations informal and helping sales teams get faster responses. However, business use of WhatsApp comes with limitations. It doesn’t give team leaders visibility across their team's activities. Sales leaders often see a blurry picture of their team’s conversations with clients on WhatsApp.

Cooby solves this puzzle for sales leaders. The platform offers a 360-degree view of your team’s sales activity on WhatsApp and helps them be more productive and efficient.

Visibility of sales messaging isn’t the only puzzle to solve

While WhatsApp Business is an excellent tool for communication, it has some restrictions that make it challenging to scale.

Any business can link up to four devices and one phone to a WhatsApp Business account, making it tricky for companies with extensive sales teams. Below are some challenges teams face while using WhatsApp to drive their sales. 

Sales reps work in silos

Salespeople often use their personal Whatsapp to chat with prospects. Visibility of these conversations stay limited to reps, preventing sales managers from sharing feedback and improving messaging. At times, salespeople manually take screenshots of conversations to upload in customer relationship management (CRM) software. This increases administrative tasks, reducing your team's ability to focus on selling. 

Furthermore, if two or more sales reps are working with a prospect, achieving transparency across the conversation becomes a long shot. Sales reps start spending substantial time syncing with their teammate to ensure quality conversation with a client.

Integrating WhatsApp with CRM

Customer information and chats are usually spread across individual WhatsApp accounts. If a lead has to be passed from one salesperson to another, the lead’s information and chat history with the previous salesperson cannot be easily transferred. A huge amount of time and resources are spent just to organise leads.

WhatsApp Business API isn’t open to all

Companies with many users might consider the WhatsApp Business API. It unlocks some additional features by enabling brands to modify WhatsApp’s code and add customised features/integrations. However, the WhatsApp Business API platform isn’t available for personal/individual WhatsApp numbers and is complicated to implement. Two significant constraints of using APIs are having to wait for customers to make the first move and using templated messages. 

On the other hand, WhatsApp Business API pricing is based on conversations, making it more expensive for companies with more frequent sales messaging.

This is where Cooby empowers sales leaders to increase productivity by enabling sales reps to use their own WhatsApp while providing visibility over customer chats. The platform unlocks transparency and knowledge-sharing opportunities on WhatsApp for better outcomes.

How to make WhatsApp better for sales teams

Cooby makes WhatsApp a reliable channel for sales teams and equips them with the right technology to align, be more productive, and increase sales velocity. Below are five ways to ensure team's alignment on WhatsApp while driving sales communication.

“Cooby improves information flow and ensures everyone is on the same page when it comes to customers.” 
- Wen Shaw, CEO and Co-Founder at Cooby

1. Improve visibility across the business

Cooby monitors WhatsApp activities of your sales team. It provides full visibility of WhatsApp conversations while syncing them with CRM software. The software lets you consolidate your sales teams’ activities in one place. Based on these insights, you can give meaningful feedback to your team members and coach them in real time.

2. Achieve Inbox Zero

Cooby helps you address every message in your inbox with focus they deserve. Conversations in your inbox nose-dive to zero as you go on taking quick actions on every chat. At the end of the day, you have zero unaddressed conversations. It makes your productivity reach its acme while maintaining your peace of mind.

Tip: Learn more about how Cooby helps you achieve Inbox Zero on WhatsApp.

3. Take customer experience to the next level with alerts

Cooby segregate chats that need a reply in a separate tab. This helps reduce your response time for customer chats, making your customers feel more supported. It improves your customer's experience with the sales process, tilting their buying decision in your favour. 

You can send needs reply alerts to both managers and team members. It brings transparency to the sales process and helps you gradually reduce response time.

4. Allocate customer chats to your team

Cooby makes it easier to collaborate with sales team on customer chat. Suppose, a salesperson managing an account isn't available, managers can assign conversation to another rep seamlessly. The rep can go through the past conversations, notes, and comments to absorb the right context and intelligently support the buyer in their sales journey.

With Cooby, any customer chat  can be assigned to and taken over by another team member in a matter of minutes.

5. Connect WhatsApp with your CRM

Reduce time spent going back and forth between your CRM and WhatsApp. Cooby integrates with CRMs like HubSpot, and Salesforce to link, create, or update customer data within WhatsApp. With WhatsApp CRM integration, teams can easily sync all chats with CRM. It helps managers maintain a single source of truth to gain insights about a particular account when needed.

Empower sales teams with Cooby

Step up your sales game by gaining visibility of your team’s customer interactions, capturing valuable data, and integrating WhatsApp with your CRM.

A Hootsuite report shows that WhatsApp is a favourite social platform among the 16-64 target demographic. And, 8 out of 10 B2C sales agents use WhatsApp to communicate with customers. 

Start building an effective WhatsApp presence and offer remarkable sales experience to set your teams up for success.

Don’t take our word for it. Discover how Wizkidscarnival doubled their conversion rates by leveraging Cooby.

"Cooby created a massive impact on our business. Our teams became more efficient and effective in managing clients on WhatsApp."

Pascal Lammers
Head of Digitization, Mission Mittelstand GmbH

About the author

Sagar Joshi
Content Marketing Manager at Cooby

Sagar Joshi strongly believes that content is a way of helping people. It motivates him to write well-researched content pieces on sales, marketing, and customer experience. In his free time, you can find him reading a book, learning a new language, or playing badminton.

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