CRM Guide helps companies communicate with customers via WhatsApp

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 recorded a growth of 90%..

Given this scenario, Kommo, a specialist in CRM for messaging, produced a guide to assist companies in customer communication via WhatsApp.

WhatsApp is the main communication channel in Brazil.

Current 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 established itself as an essential tool for marketing strategies, increasing the demand for CRM solutions focused on in-app sales.

What is CRM for WhatsApp and how does it work?

CRM for WhatsApp is an integration that centralizes all interactions between businesses 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, using a CRM is essential, especially for medium and large companies that need to manage a high volume of interactions.

Typically, this integration is carried out through a third-party company responsible for developing the platform. This allows WhatsApp to be used more professionally, facilitating the management of business activities.

Support is essential when choosing a CRM.

When selecting a CRM for WhatsApp,the support offered by the platform is a crucial factor. Efficient service ensures quick and accurate responses for users, improving the customer experience.

Furthermore, an effective CRM enables service personalization based on previous interactions, in addition to allowing the tracking of conversation history and the sending of various types of media, such as images, videos, and documents.

Kommo is an alternative for integrating WhatsApp with CRM.

Among the options available on the market, Kommo stands out as one of Meta's official partners, offering advanced features to optimize sales through WhatsApp, such as:

• Lead Capture via WhatsApp: the platform provides links, QR codes, widgets, and customized forms to facilitate direct contact with customers.
• Unified Inbox: centralizes messages from different channels, such as WhatsApp, social networks, and email, facilitating management and making service more efficient.
• WhatsApp Broadcast: allows the segmented sending of promotions and announcements to different customer groups, using ready-made templates for strategic campaigns.
• Chatbot for Engagement Automation: customized chatbots ensure automatic responses and agile interactions, respecting the user's option to receive or not receive promotional messages.
• Performance Analytics Dashboard: tracks 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 the conversion rate.
• Personalized Service: allows linking multiple WhatsApp numbers to a single account, enabling various team members to interact with customers in an individualized manner.
• Customized Message Templates: pre-configured responses 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: a free version aimed at small businesses, which connects WhatsApp Business to the CRM via a QR Code.
• WhatsApp Cloud API: a more advanced alternative, recommended by Meta for medium and large companies, replacing the WhatsApp Business API to ensure scalable customer management.

In an increasingly dynamic commercial landscape, investing in solutions that make customer communication more agile and efficient is essential for the success of digital marketing strategies.