How to Use WhatsApp CRM for Business Growth

Mastering WhatsApp Based CRM – A Guide to Complete Business

In the current era of swift digital transformation, companies are continuously exploring new strategies to effectively engage with their audience.

One of the highly efficient solutions that is gaining traction recently is WhatsApp, and it is appreciated more when it is combined with Customer Relationship Management (CRM) systems.

If you’re unfamiliar with this idea, we’ve got you covered! Let us walk you through it.. So, make yourself comfortable and join us as we dive into WhatsApp CRM like never before.

What is WhatsApp CRM?

Fundamentally, WhatsApp CRM involves combining the WhatsApp Business API with a CRM platform.

This allows you to:

• Monitor customer engagement across all communication platforms
  
• Make your chats feel personal with the help of your CRM
  
• Keep chats moving with automated responses
  
• Turn interest into sales with smart, seamless follow-ups
  

Let’s say your CRM system is now enriched with WhatsApp chat capabilities to manage all your customer interactions via emails, calls, website visits, etc.

The user can also align with your CRM through this integration to manage every chat with your customer, like inquiries, cart recovery messages, or support requests.

In summary, WhatsApp CRM keeps every customer in the loop along the path to purchase or support.

Why Use WhatsApp?

WhatsApp is trusted by more than 2 billion users worldwide. It is not only a messaging application but also a game-changer in how businesses build relationships with their audience. Let’s break down some interesting stats:

WhatsApp Messages hardly slip through the cracks and deliver better results than conventional email marketing. Also, what makes it better is that WhatsApp messages have up to a 98% open rate or click rate. Currently, WhatsApp is ranked as the most frequently used application globally. This is helpful for businesses to gain reach worldwide.

WhatsApp presents a unique and unmatched opportunity for businesses to engage with customers in a direct and personalized manner.

Benefits of WhatsApp-based CRM

CRM for WhatsApp provides companies with an instant and personalized channel to connect with customers on a single platform. With CRM systems, when attached with WhatsApp, users can set workflows and use features like automation, personalized messaging and chat history tracking.

Let’s try looking at some of the WhatsApp-based CRM benefits:

• Customer queries need to be addressed by businesses in real time. As learned before, WhatsApp supports immediate conversations and quick responses, and this effort could build a sense of connection among customers.
  
• Users’ interests keep wavering. Keeping an active communication and customizing your messages according to customer interests and actions by leveraging CRM data can help keep up with the user’s interests.
  
• WhatsApp CRM can help you track leads more effectively. It ensures that no potential customer falls through the cracks.
  
• For organizations to reduce manual effort and prevent common human slip-ups, users can also streamline day-to-day operations like appointment scheduling, follow-ups, and reminders using WhatsApp.
  

Practical Examples of CRM for WhatsApp in Practice

The WhatsApp business CRM integration system can boost how customers connect with your brand and simplify communication workflows. Let’s dive in and look into an example of how Wabo.ai has helped businesses to achieve success using Wabo.ai’s WhatsApp CRM solutions:

Wabo.ai – SNAP Test’s Customer Engagement Strategy

When we consider national-level entrance exams in India, the SNAP Test is a BIG one! Handling high volumes of student queries is quite a difficult challenge in such situations.

For Symbiosis International University (SIU), the SNAP 2024 admission season was to be occupied with an intelligent, adaptable, and student-centric communication approach. With assistance from Wabo.ai, SIU started to automate responses and also created a smart, responsive, and scalable engagement ecosystem for the SNAP Test 2024.

Wabo.ai automated responses from common queries to real-time registration updates (like OTPs and payment confirmations), and reduced manual workload.

The results:

• 100,000+ aspirants assisted
  
• 135,600+ messages sent
  
• 4,862+ hours of manual effort saved
  
• With a CSAT score of 4.⅘
  

Challenges of WhatsApp CRM

A WhatsApp-based CRM delivers strong communication and workflow automation features, yet organizations often run into several issues. You need to watch out for problems, such as ensuring compliance with WhatsApp’s strict opt-in and messaging policies. Managing large-scale conversations without overloading the support staff, and maintaining data privacy and security are a few more.

The integration of WhatsApp with existing CRM platforms can be challenging to implement. Syncing live customer data can sometimes cause hiccups. It’s essential to be aware of potential challenges:

Firstly, ensure that your WhatsApp communication fulfills data privacy requirements, such as GDPR. But before you send out any messages, you need to get clear permission from customers by validating whether the users are opted in or not.

You would want to make sure that you are not overloading your customers with messages that may lead to frustration and opt-outs. To avoid this, you need to maintain consistent contact with users but without overstepping the boundaries.

You need to be prepared for any technical challenges that may occur while integrating your CRM with WhatsApp. These challenges depend on your CRM system. To resolve these challenges, work closely with your BSP to address any issues that arise.

Integrate WhatsApp with Your CRM

Now you might feel that integrating WhatsApp with your CRM is a tough assignment, but it is not as difficult as it sounds. If you want to integrate WhatsApp with your CRM, you’ll typically need to use the WhatsApp Business API, a Facebook Business Manager account, and a CRM platform that supports WhatsApp integration, either natively or through a third-party tool.

Let’s take a tour through the process of how to get started:

Choose the Right CRM Software
Choosing the best CRM (Customer Relationship Management) solution for your business can feel daunting, but it doesn’t have to be.

Customer relationship management, or CRM, helps businesses track, update, and share information to make the most of their interactions with customers and prospects. Choosing the right CRM Software that aligns with your organization’s needs is a crucial initial step.

Some of the popular CRM options that support WhatsApp integration are:

• HubSpot CRM: HubSpot is a user-friendly platform with robust WhatsApp integration features.
  
• Salesforce CRM: Salesforce also offers advanced tools and seamless integration with the WhatsApp Business API.
  
• Zoho CRM: This CRM is comprehensive and versatile; plus, it also supports multi-channel communication.
  
• Zendesk CRM: Zendesk is also a popular platform as it enhances customer support with WhatsApp as a key channel.
  

Sign Up for WhatsApp Business API
After you’ve gained control over your own CRM, apply for access to the WhatsApp Business API. Here’s how to get access:

To use the WhatsApp Business API, you need to partner with an official Business Solution Provider (BSP).

Once you’ve selected a BSP, register for the WhatsApp Business API. The process generally includes verifying your business and setting up your account.

After obtaining access to your WhatsApp API, you need to configure your API settings to connect it with your CRM. You can do it by setting up webhooks and API keys.

Integrate WhatsApp with Your CRM

WhatsApp has two business versions: the native WhatsApp Business App and the WhatsApp Business API.

To integrate your CRM into WhatsApp, you have to register a WhatsApp API account. What’s the difference?

Now let’s start with WhatsApp business crm integration. Steps of integration can differ from one CRM to another, but here’s a basic framework:

Firstly, you need to log in to your CRM and navigate to the integration settings or marketplace. Next, look for the WhatsApp integration option in your CRM and select it. Enter the API credentials provided by your BSP, which include the API key and any other required information. In Wabo.ai, you can file the API keys in.

Automate WhatsApp Workflows

The game changes when you start automating your workflows. Use rules in your CRM to:

• Set triggers to abandoned cart recovery messages (e.g., “Hey [Vistor_name], We’ve noticed that you left this blouse in your cart! Click here to complete your purchase [Link].”)
  
• Sending one-time messages is not enough, though; maintain consistent follow-ups with leads (e.g., “Hi [Vistor_name], we’d love to chat about how [Product/Service] meets your expectations!”)
  
• And by adopting these tactics, keep upselling products on post-purchase.
  

It is very important to ensure that your customers leave with the impression that you genuinely care about their needs. Automation takes care of all these needs.

Train Your Team
Share relevant guides and tools with your team and train your team to make the most of WhatsApp-based CRM. Get your team up to speed with workflows, automation, and best practices.

Best Practices for WhatsApp CRM

WhatsApp business CRM integration makes it easier for businesses to manage customer interactions, improve engagement, and boost support efficiency. To unlock its full potential, make sure to stick to the best practices, such as using the official WhatsApp Business API, personalizing messages, segmenting audiences, automating responses with chatbots, and offering seamless human handover. Here are some golden rules to follow:

1. Get Consent from Customers
   Before sending any promotional messages, it is important to confirm that you have opt-ins. No one likes spam, and violating WhatsApp’s policies might cause issues or setbacks.
   
2. Leverage Personalization
   Engaging with a plain ‘Dear Customer’ won’t make an impact. Try using customer data from your CRM to compose messages that feel personal and meaningful.
   
3. Optimize for Mobile
   Keep in mind that most WhatsApp conversations take place on mobile devices. Ensure your links, payment flows, or attached images load seamlessly on mobile devices.
   
4. Avoid Overcommunication
   Also, make sure to keep things in proportion, as too many messages can lead to opt-outs, and you don’t want people turning their backs on what you offer.
   
5. Monitor Metrics
   Use analytics to track engagement and refine your strategy. Track performance indicators like open rates, response times, conversion rates, and drop-offs and use the insights to improve your campaigns and optimize customer journeys.
   

How to Connect Wabo.ai with Any CRM:

Wabo.ai allows seamless third-party integrations through custom API scripts. Whether you’re syncing data, connecting external systems, or managing contacts — this guide will walk you through creating an API integration in Wabo.ai’s API Library.

Step-by-Step Guide to Creating an API Integration

Step 1: Access the API Library

• Log in to your Wabo.ai dashboard.
  
• From the top menu bar, navigate to API Library.
  
• Click the “Create” button at the top-right corner of the page to begin.

Step 2: Enter Basic API Details

• API Name: Enter a meaningful name for your API integration.
  
• Method: Choose the request method from the dropdown:
  
  • GET, POST, PUT, PATCH, DELETE
    

🔁 For POST, PUT, and PATCH requests, Wabo supports two payload types:

• JSON
  
• Form Data

Step 3: Configure the API Endpoint

• Enter the API URL you want to connect to.
  
• Wabo also lets you dynamically insert contact properties into the URL using predefined variables.

Step 4: Add Headers (Optional)

• Enable the “Add Header” checkbox to add custom headers.
  
• You can add multiple headers based on your requirements.
  
• Just like the URL, you can insert contact properties into header values dynamically.
  

Step 5: Define the Payload (for POST/PUT/PATCH)

• If your request requires a body (payload), enter it in the Payload section.
  
• This is where you can send data between APIs by using mapped fields.

Step 6: Apply Transformations Using Functions

• If you need to modify or format data (e.g., remove a country code from a phone number), use the Function to Handle Payload section.
  
• Click on the “Run Code” button to test your transformation logic.

Step 7: Test the API

• Once everything is set up, click on “Run Test” at the top-right to validate your API integration.
  
• This helps ensure the script runs correctly before saving.

Step 8: Save the API Script

• If the test runs successfully, click on the “Save” button at the bottom-right to save your API integration.
  

✅ You’ve now successfully created an API integration script in Wabo.ai!
This powerful module ensures you can easily integrate external services with your workflows — all from within your Wabo dashboard. Let’s see what’s out there.

Conclusion

To conclude, WhatsApp CRM is a Breakthrough solution for businesses looking to deepen customer loyalty and create seamless communication flows.

By integrating WhatsApp with your CRM system, you can offer personalized experiences, automate workflows, and improve your bottom line.
Start exploring the possibilities of WhatsApp CRM today and grow your business with confidence! Get started for free.