Two billion users make WhatsApp a prominent channel for communication. Based on WhatsApp statistics, the messaging platform ranks third among the world’s most-used social media platforms. Businesses use it to establish a much closer connection with prospects and customers. 

As a business owner, you send several WhatsApp messages daily to maintain and nurture customer relationships. These conversations often fall in the shadows if not synced with your CRM. 

When using Salesforce, Cooby’s Salesforce WhatsApp integration can help you keep all conversations in one place. It helps teams work more efficiently and effectively and provides a better customer experience when you’re talking with proper context.  

In this post, we'll explore the benefits of syncing WhatsApp chats to Salesforce, best practices for setting up the integration and use cases for different industries.

Why should businesses integrate WhatsApp and Salesforce?

Businesses should integrate WhatsApp and Salesforce to improve communication and collaboration between their sales and support teams. It helps you provide post-sales support just like you supported the customer before closing sales. 

Below are some key reasons businesses should integrate WhatsApp and Salesforce.

  • Enhance customer engagement: Integrating WhatsApp with Salesforce allows businesses to provide quick and convenient customer support, improving communication and collaboration between sales and support teams.
  • Streamline customer interactions: Connecting WhatsApp with Salesforce enables businesses to manage customer interactions and data seamlessly across both platforms, resulting in a faster response to customer inquiries and better tracking and managing customer information.
  • Boost customer satisfaction: By improving the customer experience through enhanced communication and efficient support, businesses can increase customer satisfaction, sales, and customer loyalty.

How to sync WhatsApp chats to Salesforce

Follow the steps to see WhatsApp chats on Salesforce. The first step is to install Cooby from Salesforce AppExchange

To see WhatsApp Salesforce integration in action, you need to configure the Salesforce account for Cooby. It’s a quick four-step process that involves configuring roles and permission and customizing Salesforce UI in setting to display leads, contacts, and WhatsApp messages. You can refer to the Salesforce WhatsApp integration guide and go through the process step-by-step.

Here’s how you can power up Salesforce WhatsApp integration.

  1. Install Cooby’s Chrome extension for WhatsApp Web. 
  2. Sign up for Cooby. Prefer using the same email address you use for your Salesforce account.
  3. Go to CRM integrations located beside the Sign Up button.
  4. Choose Salesforce integration
  5. You should see Salesforce in connected. Go to manage permission and turn on permissions for users.
  6. Click on start and begin using the integration.

Benefits of syncing WhatsApp chats to Salesforce

WhatsApp Salesforce integration brings several benefits to users.

  • Build a stronger relationship: With WhatsApp chats synced to Salesforce, businesses can respond to customer inquiries promptly and consistently. This can help to improve customer satisfaction and build stronger relationships.
  • Increased team efficiency: Teams can work more efficiently with all customer interactions in one central location. This reduces the need for manual data entry and makes it easier to keep track of customer conversations.
  • Better data insights: Businesses can gain valuable insights into customer behavior and preferences by having all customer interactions in Salesforce. This information can inform marketing and sales strategies and drive growth.
  • Improved lead management: Sales teams can use the integration to manage leads and opportunities more effectively, providing a better customer experience and increasing conversions.
  • Seamless communication: Sales teams can communicate with customers and prospects on the platform they already use and love, WhatsApp, providing a seamless and convenient customer experience.

Best practices for setting up WhatsApp Salesforce integration

A few best practices would help you set WhatsApp Salesforce integration up for success.

  • Choose the right integration tool. Choose a tool that best fits your business needs and is easy to use. Cooby is recognized for its user-friendly interface and is trusted by reputable businesses for its WhatsApp Salesforce integration.
  • Define roles and permission. When setting up the integration, be sure to define the access rules. This will ensure that only authorized users can see the contact’s information and business messaging.
  • Test the integration. Before going live with the integration, be sure to test it thoroughly. This will help identify any issues and ensure the integration is working as expected.
  • Provide training for team members. Make sure that all team members understand how to use the integration and the benefits it provides. Provide training and support to ensure a smooth transition.

How can different industries benefit from WhatsApp CRM integration?

Retail businesses can use the integration to provide customer support and respond to inquiries on WhatsApp. This can improve customer engagement and increase sales. Whereas, Healthcare providers can use it to communicate with patients and provide timely updates. This can help to improve patient satisfaction and increase engagement. On the other hand, financial services companies can provide customer support and respond to inquiries on WhatsApp to increase customer satisfaction and unlock opportunities.

Overall, businesses can use the visibility of WhatsApp conversations in one place where they keep track of all customer interactions. This helps them improve their strategies, tactics, and key decision-making.

Syncing WhatsApp chats with Salesforce is a powerful way to improve customer engagement, increase team efficiency, and gain valuable insights into customer behavior. By following the best practices and using the integration in the right way, businesses can clear their way toward improved customer experience and higher conversions. Teams can work effectively and efficiently while you can maintain consistency and how you communicate with clients and prospect on all channels. 

Learn more about HubSpot WhatsApp integration and the benefits of syncing WhatsApp chats to HubSpot. 

"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

Sobre o autor

Sagar Joshi
Content Marketing Manager at Cooby

Sagar Joshi strongly believes that content marketing 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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