A customer relationship management system, better known by the acronym CRM in digital marketing, is a technology that gathers relevant information about potential leads and active customers of a company.
Currently, one of the main ways to use CRM for sales is through integration with WhatsApp Business. According to RD Station, this type of extension recently saw a 90% growth.
In this scenario, Kommo, a CRM specialist for messaging, produced a guide to assist companies in communicating with customers via WhatsApp.
WhatsApp is the main communication channel in Brazil
Currently, data indicates that 99% of mobile devices in use in Brazil have WhatsApp installed. The platform’s intuitive interface has contributed to its widespread adoption in the country.
With great reach potential, WhatsApp has gained prominence as an essential tool for marketing strategies, increasing the demand for CRM solutions focused on sales in the application.
What is CRM for WhatsApp and how does it work?
CRM for WhatsApp is an integration that centralizes all interactions between companies and users, whether leads or loyal customers, in a single management panel.
Although the WhatsApp Business API offers advanced features, it does not have its own interface. Therefore, the use of a CRM is essential, especially for medium and large companies that need to manage a large volume of interactions.
Normally, this integration is carried out by a third-party company responsible for developing the platform. As a result, WhatsApp can be used in a more professional manner, facilitating the management of business activities.
Support is essential in choosing a CRM
When selecting a CRM for WhatsApp, the support offered by the platform is an essential factor. Efficient support ensures quick and accurate responses for users, improving the customer experience.
Furthermore, an effective CRM allows for personalized service based on previous interactions, as well as the ability to track conversation history and send various types of media such as images, videos, and documents.
Kommo is an alternative for integrating WhatsApp with CRM
Among the options available in the market, Kommo stands out as one of Meta’s official partners, offering advanced resources to optimize sales through WhatsApp, such as:
- Lead Generation through WhatsApp: the platform provides links, QR codes, widgets, and custom forms to facilitate direct contact with customers.
- Unified Inbox: centralizes messages from different channels, such as WhatsApp, social media, and email, making management easier and improving efficiency in customer service.
- WhatsApp Message Broadcasting: allows for segmented sending of promotions and announcements to different customer groups, using ready-made templates for strategic campaigns.
- Engagement Automation Chatbot: Customized chatbots ensure automatic responses and agile interactions, respecting the user’s choice to receive or not receive promotional messages.
- Performance Analysis Dashboard: Tracking essential metrics such as response time and sales volume, providing insights to optimize strategies.
- Sales Funnel: Structures the customer journey, organizing leads into different stages to facilitate conversion.
- Lead Management: Stores and analyzes strategic information to increase conversion rates.
- Personalized Customer Service: Enables linking multiple WhatsApp numbers to a single account, allowing various team members to interact with customers in a personalized manner.
- Custom Message Templates: Pre-configured answers streamline communication and ensure compliance with WhatsApp Business guidelines.
- Task Automation: Automated tools optimize repetitive processes such as sending proposals and documents, increasing productivity.
How to integrate WhatsApp with a CRM?
The integration process may vary depending on the provider. In the case of Kommo, there are two main options:
- WhatsApp Lite: Free version aimed at small businesses, which connects WhatsApp Business to the CRM through a QR Code.
- WhatsApp Cloud API: advanced alternative, recommended by Meta for medium and large companies, replacing the WhatsApp Business API to ensure scalable customer management.
In an increasingly dynamic business scenario, investing in solutions that make communication with customers more agile and efficient is essential for the success of digital marketing strategies.
