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 has recently seen a growth of 90%.
Given this scenario, Kommo, a CRM messaging expert, has produced a guide to help companies communicate 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 contributed to its widespread adoption in the country.
With great reach potential, WhatsApp has become 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?
CRM for WhatsApp is an integration that centralizes all interactions between businesses 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, using a CRM is essential, especially for medium and large businesses that need to manage a high volume of interactions.
Typically, this integration is done through a third-party company responsible for developing the platform. This allows WhatsApp to be used more professionally, making it easier to manage commercial activities.
Support is essential when choosing a CRM
When selecting a CRM for WhatsApp, the support offered by the platform is a key factor. Efficient service ensures quick and accurate responses for users, improving the customer experience.
Additionally, an effective CRM enables personalized service based on previous interactions, as well as tracking conversation history and sending various types of media, such as images, videos, and documents.
Kommo is an alternative for integrating WhatsApp with CRM
Among the available options in 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 media, and email, making management easier and improving service efficiency.
- WhatsApp Broadcast: allows targeted sending of promotions and announcements to different customer groups, using ready-made templates for strategic campaigns.
- Chatbot for Engagement Automation: personalized chatbots ensure automatic responses and agile interactions, respecting the user’s option to receive or not receive promotional messages.
- Performance 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 conversion rates.
- Personalized Service: allows linking multiple WhatsApp numbers to a single account, enabling multiple team members to interact with customers in a personalized way.
- Custom Message Templates: pre-configured responses speed up 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 via a QR Code.
- WhatsApp Cloud API: more advanced alternative, recommended by Meta for medium and large businesses, replacing the WhatsApp Business API to ensure scalable customer management.
In an increasingly dynamic commercial scenario, investing in solutions that make communication with customers more agile and efficient is essential for the success of digital marketing strategies.
