A customer relationship management system, more commonly 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 extensionit recently recorded a growth of 90%.
In this scenario, Kommo, a specialist in CRM for messaging, produced a guide to assist companies in communicating with clients 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 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 within the app.
What is CRM for WhatsApp and how does it work?
The WhatsApp CRM is an integration that centralizes all interactions between companies and users, whether leads or loyal customers, in a single management dashboard.
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.
Generally, this integration is carried out by a third-party company responsible for developing the platform. With this, WhatsApp can be used in a more professional manner, facilitating the management of business activities.
Support is essential in choosing a CRM
When selecting aCRM for WhatsAppThe support offered by the platform is an essential factor. Efficient service ensures quick and accurate responses for users, improving the customer experience.
Furthermore, an effective CRM enables personalized service based on previous interactions, as well as allows tracking the conversation history and sending various types of media, such as images, videos, and documents.
Kommo is an alternative to integrate WhatsApp with CRM
Among the available options on the market, Kommo stands out as one of Meta's official partners, offering advanced features to optimize sales through WhatsApp, such as:
- Lead Generation via WhatsAppThe platform provides links, QR codes, widgets, and customized forms to facilitate direct contact with clients.
- Unified InboxCentralizes messages from different channels, such as WhatsApp, social media, and email, making management easier and customer service more efficient.
- Message Transmission on WhatsAppAllows targeted sending of promotions and communications to different customer groups, using ready-made templates for strategic campaigns.
- Chatbot for Engagement AutomationPersonalized chatbots ensure automatic responses and agile interactions, respecting the user's choice to receive or not promotional messages.
- Performance Analysis PanelMonitoring essential metrics, such as response time and sales volume, providing insights to optimize strategies.
- Sales Funnelstructure the customer journey, organizing leads into different stages to facilitate conversion.
- Lead ManagementStores and analyzes strategic information to increase the conversion rate.
- Personalized ServiceIt enables the linking of multiple WhatsApp numbers to a single account, allowing various team members to interact with clients in a personalized manner.
- Customized Message ModelsPre-configured responses streamline communication and ensure compliance with WhatsApp Business guidelines.
- Task AutomationAutomated 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 LiteFree version aimed at small businesses, which connects WhatsApp Business to the CRM via a QR Code.
- WhatsApp Cloud APIThe most 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 environment, investing in solutions that make communication with customers faster and more efficient is essential for the success of digital marketing strategies.