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 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 everyone yet 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 high sales volume.
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
With the Cooby, you can track customer conversations. You have full visibility of sales activities on WhatsApp through an intuitive dashboard. 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. Use conversational insights to convert more leads
The Analytics feature on Cooby tracks metrics relevant to your team. You can evaluate how hot or cold the lead is and identify what needs to be done to improve customer engagement. You can identify areas of improvement and monitor the progress of an individual sales rep or the team.
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. Sync WhatsApp customer conversations
You can quickly sync WhatsApp customer conversations from your team members' regular WhatsApp numbers using Cooby Teams. This helps your entire team stay in the loop and allows them to collaborate.
For instance, if a salesperson handling a particular customer is unavailable, the conversation can be assigned to and taken over by another team member in a matter of minutes.
5. Connect WhatsApp with your CRM
Back up WhatsApp customer conversations to your CRM so that nothing gets lost during account handover. It’s useful for future reference too. Cooby helps you boost productivity by creating notes and tasks—no need to open your CRM tool in a separate window.
Empower your 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. 8 out of 10 B2C sales agents use WhatsApp to communicate with customers. Start building an effective WhatsApp presence and offer better 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.