Counting on a CRM integrated with WhatsApp is no longer a competitive advantage, but a necessity for those who want to provide good service and sell more. If you still don’t use this tool, you’re in the right place, as we will explain in detail how it works and present the 10 best solutions available on the market.
Since 2020, after the Covid-19 pandemic, digital transformation has accelerated, and sales through messaging tools are growing every day, with WhatsApp being the highlight of this transformation.
Let’s look at some numbers:
Today, 99% of Brazilians with access to a smartphone use WhatsApp as their main communication channel, totaling over 170 million people. Of these, about 70% use WhatsApp to ask questions about products they are interested in or to make a purchase.
A survey by Resultados Digitais showed that having a button on your site that directs users straight to your company’s WhatsApp generates a 26% higher conversion rate than pop-ups and landing pages.
Do you see the importance of using this tool in your strategy?
This article aims not only to show the benefits of having a CRM for WhatsApp but also to serve as a complete step-by-step guide to implement this tool in your company in the best possible way and sell more and more through this tool that has revolutionized the relationship between companies and customers. Happy reading!
WhatsApp as a Sales Channel
WhatsApp arrived in Brazil in 2009 and quickly became the most used communication app by the population.
However, companies took a while to realize the app’s sales potential, becoming more popular from 2018 with the launch of WhatsApp Business.
Installed on 99% of smartphones, the tool is used daily by about 170 million Brazilians, and according to research, about 80% of these users use the tool to communicate with companies.
Check out the main advantages of using WhatsApp as one of your official sales channels:
– Accessibility and Convenience: WhatsApp is a widely used platform worldwide, and most people are familiar with it. This makes it easier for customers to contact your company, as they are already comfortable with the app.
– Instant Communication: WhatsApp allows real-time communication, meaning customers can receive quick responses to their questions and doubts. This can lead to a more agile and efficient sales process.
– Personalization: WhatsApp allows for more personalized communication, enabling you to send targeted and personalized messages to customers based on their interests and purchase history.
– Ease of Media Sharing: WhatsApp allows the sharing of photos, videos, documents, and even locations, which can be useful to show products, provide additional information, or facilitate the purchase process.
– Integration with Other Tools: Many CRM and sales software platforms offer integration with WhatsApp, making it easier to manage all customer interactions in one place.
To make the most of WhatsApp as a sales channel, it is important to establish clear guidelines for the sales team, ensure responsive and professional customer service, and always be attentive to privacy regulations and data usage, which we will delve into later in this article.
With a strategic and consistent approach, WhatsApp can become a powerful tool to boost sales and improve customer relationships.
How WhatsApp Transformed the Relationship Between Companies and Customers
WhatsApp has revolutionized the commercial relationship in several significant ways, bringing new opportunities and challenges for companies of all sizes. Here are some ways WhatsApp has transformed the commercial relationship and the importance of having a CRM integrated with WhatsApp in your company:
– Instant Communication: WhatsApp provides instant and direct communication between companies and customers. This allows companies to respond quickly to customer inquiries, providing more agile and efficient customer service.
– Accessibility: WhatsApp is widely used worldwide and is available on mobile devices, making it accessible to a wide variety of customers. This means companies can reach a broader and more diverse audience through this platform.
– Personalization: WhatsApp allows for more personalized communication, enabling companies to send targeted and relevant messages to customers based on their interests and purchase history. This helps build stronger and longer-lasting customer relationships.
– Ease of Information Sharing: WhatsApp facilitates the sharing of information, such as photos, videos, documents, and even locations. This can be useful for showing products, providing instructions or important documents, and facilitating the purchase process.
– New Sales Opportunities: WhatsApp has opened new sales opportunities for companies, allowing them to promote products and services, provide customer support, conduct financial transactions, and even complete sales directly through the platform.
– Integration with Business Tools: Many companies are integrating WhatsApp with their business tools, such as CRM and sales automation systems, to better manage customer interactions and track sales performance.
However, it is important to note that using WhatsApp for commercial purposes also presents challenges, such as the need to maintain customer privacy, ensure compliance with data protection regulations, and effectively manage the volume of messages received.
WhatsApp has transformed the commercial relationship by offering faster, more accessible, and more personalized communication between companies and customers, opening up new sales and business relationship possibilities.
What is a CRM Integrated with WhatsApp?
A CRM integrated with WhatsApp is a solution that combines the functionalities of a customer relationship management (CRM) system with the ability to communicate directly with customers via WhatsApp.
This integration allows companies to manage all customer iteractions centrally within the CRM while also facilitating instant and personalized communication through WhatsApp.
This integration can offer several benefits, including:
– Centralization of Data: All interactions with customers, including WhatsApp messages, are recorded and stored in the CRM. This provides a complete and unified view of the customer relationship history.
– Process Automation: Companies can automate tasks related to WhatsApp, such as sending follow-up messages, appointment reminders, and responses to frequently asked questions, directly from the CRM.
– Communication Personalization: With access to detailed customer data stored in the CRM, companies can personalize their WhatsApp interactions based on each customer’s interests and needs.
– Efficient Lead and Opportunity Management: WhatsApp messages can be integrated into the CRM’s sales pipeline, allowing sales teams to track and manage leads and opportunities directly from the CRM application.
– Analysis and Reporting: WhatsApp interactions can be included in the reports and analyses generated by the CRM, enabling companies to evaluate sales performance, identify trends, and make data-driven decisions.
A CRM integrated with WhatsApp offers a powerful and efficient way for companies to manage customer relationships and provide a more personalized and convenient communication experience through WhatsApp.
Advantages of Integrating WhatsApp with CRM
Integrating WhatsApp with CRM offers several significant advantages for companies. Here are some of the main advantages:
– Centralization of Communications: Integrating WhatsApp with CRM allows all customer communications, including WhatsApp messages, to be recorded and centralized in one place. This provides a complete and unified view of the customer interaction history.
– Improved Efficiency: Having all customer communications centralized in the CRM saves time and effort in searching for information scattered across different platforms. This increases operational efficiency and allows teams to focus on more productive activities.
– Process Automation: Integrating WhatsApp with CRM allows for the automation of processes related to customer communication. For example, it is possible to set up automatic responses to received messages, send appointment reminders, or automatically follow up with leads after a WhatsApp interaction.
– Personalization of the Customer Experience: With access to the information stored in the CRM, companies can personalize their WhatsApp interactions based on each customer’s preferences and needs. This creates a more personalized and relevant experience for the customer, increasing satisfaction and loyalty.
– Lead and Opportunity Management: WhatsApp interactions can be integrated into the CRM’s sales pipeline, allowing sales teams to track and manage leads and opportunities directly from the CRM application. This simplifies the sales process and improves the effectiveness of sales teams.
– Data Analysis and Reporting: WhatsApp interactions can be included in the reports and analyses generated by the CRM, enabling companies to evaluate sales performance, identify trends, and make data-driven decisions.
Integrating WhatsApp with CRM offers several advantages, including communication centralization, improved efficiency, process automation, personalization of the customer experience, efficient lead and opportunity management, and enhanced data analysis.
These advantages contribute to better customer relationships, greater operational efficiency, and improved sales results for the company.
Why Use a CRM Integrated with WhatsApp?
Using a CRM integrated with WhatsApp offers several benefits that can significantly improve the effectiveness of business operations and customer relationships.
Here are some reasons why this integration is advantageous:
– Centralization of Communications: Integrating WhatsApp with CRM allows all interactions with customers, including WhatsApp messages, to be recorded and stored in one place. This provides a complete view of the communication history with each customer, facilitating follow-up and continuity of conversations.
– Improved Operational Efficiency: Having all communications centralized in one system simplifies the customer management process. Teams can easily access relevant information, track the progress of conversations, and coordinate sales and marketing activities more efficiently.
– Process Automation: Integrating WhatsApp with CRM allows for the automation of various tasks related to customer communication. This includes sending automatic welcome messages, appointment reminders, responses to frequently asked questions, and post-sales follow-ups. Automation helps save team time and ensures a quick response to customers.
– Personalization of the Customer Experience: With access to data stored in the CRM, companies can personalize their WhatsApp interactions based on each customer’s preferences and purchase history. This creates a more relevant and personalized experience, increasing customer satisfaction and loyalty.
– Lead and Opportunity Management: Integrating WhatsApp with CRM allows customer interactions to be integrated into the sales pipeline. This means sales teams can track and manage leads and opportunities directly from the CRM, ensuring a more organized and effective approach to converting leads into sales.
– Data Analysis and Reporting: WhatsApp interactions can be included in the reports and analyses generated by the CRM. This provides valuable insights into customer behavior, communication strategy effectiveness, and sales performance, helping companies make more informed and data-driven decisions.
Using a CRM integrated with WhatsApp is advantageous because it centralizes communications, improves operational efficiency, automates processes, personalizes the customer experience, facilitates lead and opportunity management, and provides detailed analytics to guide business strategies.
This integration is essential for companies that want to offer exceptional customer service and achieve better sales results.
10 Rules for Success in Using CRM for WhatsApp
Using CRM for WhatsApp can be highly effective in improving customer relationships and driving sales.
Here are 10 rules to ensure success when using this integration:
1. Set Clear Objectives: Before starting to use CRM for WhatsApp, set clear and measurable objectives. This may include increasing sales, improving customer satisfaction, or increasing operational efficiency.
2. Train Your Team: Provide comprehensive training for your team on how to effectively use CRM for WhatsApp. Ensure everyone understands the processes and best communication practices.
3. Personalize Messages: Use CRM information to personalize messages sent via WhatsApp. This can include using the customer’s name, information about their preferences, or purchase history.
4. Be Quick: Respond quickly to customer messages on WhatsApp. Agility in response is essential to provide a positive customer experience and ensure effective communication.
5. Automate When Possible: Use automation to simplify processes and save the team’s time. For example, set up automatic responses to frequently asked questions or follow-up reminders for leads.
6. Keep Records Updated: Ensure that all interactions with customers on WhatsApp are correctly recorded in the CRM. This ensures that all relevant information is available to the entire team.
7. Respect Customer Privacy: Ensure that your communication practices comply with data protection laws, such as GDPR. Respect customer communication preferences and obtain consent when necessary.
8. Analyze Data: Use the CRM’s analytics features to evaluate WhatsApp communication performance. Identify trends, patterns, and improvement opportunities.
9. Be Proactive: Use WhatsApp to proactively initiate conversations with customers. This can include sending personalized offers, updates about new products, or simply checking in on them.
10. Measure Success: Regularly track the results achieved with the use of CRM for WhatsApp. Evaluate whether the defined objectives are being met and make adjustments as necessary to optimize performance.
By following these rules, your company can make the most of the potential of CRM for WhatsApp and achieve success in managing customer relationships through this communication platform.
How to Structure a Sales Funnel in Your CRM Integrated with WhatsApp
Structuring a sales funnel in a CRM integrated with WhatsApp involves organizing the stages of the sales process to reflect customer interactions via WhatsApp.
Here is a step-by-step guide to structuring an effective sales funnel:
1. Identify the Stages of the Sales Process: Start by identifying the specific stages of your company’s sales process. This can include everything from lead generation to closing the sale and post-sales follow-up.
2. Map WhatsApp Interactions to Each Stage: Analyze how WhatsApp interactions fit into each stage of the sales process. For example, WhatsApp can be used to qualify leads, send proposals, negotiate terms and conditions, or provide post-sales support.
3. Set Up the Sales Funnel Stages in the CRM: In your CRM, configure the stages of the sales funnel to reflect the identified stages. Each stage should represent a specific step in the sales process, such as “Qualified Lead,” “Proposal Sent,” “Negotiation in Progress,” and “Sale Completed.”
4. Integrate WhatsApp Interactions into the CRM: Ensure that WhatsApp interactions are recorded and tracked in the CRM. This can be done through specific integrations or using the CRM’s native features, depending on the platform you are using.
5. Assign Interactions to the Correct Stages: As WhatsApp interactions occur, assign them to the ppropriate stages of the sales funnel in the CRM. This allows you to track the progress of each lead through the sales process and identify any bottlenecks or areas for improvement.
6. Automate Processes When Possible: Use automation to simplify and streamline the sales process whenever possible. This can include setting up automatic follow-up reminders, sending automatic welcome messages, or actions based on specific triggers.
7. Analyze and Optimize the Sales Funnel: Regularly analyze the performance of the sales funnel, identifying any areas for improvement or optimization opportunities. This may involve adjusting the stages of the funnel, reviewing communication processes, or providing additional training for the sales team.
By following these steps, you can structure an effective sales funnel in your CRM integrated with WhatsApp, allowing you to track and manage the sales process more efficiently and data-driven.
How to Use CRM Integrated with WhatsApp
To effectively use a CRM integrated with WhatsApp, follow these steps:
1. Choose the Right CRM: First, choose a CRM that offers WhatsApp integration or allows for custom integrations. Ensure the CRM meets your company’s specific needs and is compatible with WhatsApp.
2. Integrate WhatsApp with CRM: Connect your WhatsApp account to the CRM through the available integration. This may involve installing third-party apps, using APIs, or native integrations provided by the CRM itself.
3. Record Conversations: Ensure that all WhatsApp conversations are recorded and tracked in the CRM. This may include messages received, sent, the status of each conversation, and other relevant information.
4. Organize Contacts: Import your WhatsApp contacts into the CRM and organize them according to relevant criteria for your business, such as segmentation by interest, stage in the sales funnel, or potential value.
5. Personalize Messages: Use the information stored in the CRM to personalize messages sent via WhatsApp. This can include using the customer’s name, information about their preferences, or purchase history.
6. Automate Processes: Set up automations in the CRM to simplify and streamline communication processes on WhatsApp. This can include sending automatic welcome messages, follow-up reminders, or automatic responses to frequently asked questions.
7. Track and Manage Interactions: Use the CRM’s tracking and management tools to monitor all interactions with customers on WhatsApp. This allows you to track the progress of each conversation and identify sales or support opportunities.
8. Analyze Data: Use the CRM’s analytics features to evaluate the performance of WhatsApp communications. This includes metrics such as response time, conversion rate, and customer satisfaction.
9. Adjust and Optimize: Based on the analyses, make adjustments and optimizations to your WhatsApp communication strategies. This may involve changes in processes, reviewing messages, or additional team training.
10. Stay Updated: Stay informed about updates and new features of both the CRM and WhatsApp. This will ensure that you are taking full advantage of all the available tools to improve customer relationships and drive sales.
By following these steps, you can effectively use a CRM integrated with WhatsApp to improve customer relationships, increase operational efficiency, and drive business growth.
How to Choose the Best CRM Integrated with WhatsApp
Choosing the best CRM integrated with WhatsApp requires a careful analysis of your company’s specific needs and the features offered by each platform.
Here are some important considerations to keep in mind when making this choice:
– Compatibility with WhatsApp: Check if the CRM offers direct integration or compatibility with WhatsApp. This may include features such as sending and receiving messages, recording conversations, automations based on WhatsApp interactions, and other specific functionalities.
– CRM Features: In addition to WhatsApp-related capabilities, evaluate the general features offered by the CRM. This includes features such as contact management, sales automation, marketing, customer service, reporting, and analysis, among others.
– Personalization: Check if the CRM offers customization options that allow you to adapt the platform to your company’s specific needs. This may include the ability to create custom fields, configure workflows and automations, and personalize customer interactions.
– Ease of Use: Evaluate the platform’s ease of use for both administrators and end users. An intuitive and easy-to-use CRM will facilitate team adoption and ensure a smooth learning curve.
– Scalability: Consider whether the CRM is scalable enough to grow with your business. Check if the platform offers plan or package options that fit your company’s current and future needs.
– Integrations: In addition to WhatsApp integration, check if the CRM offers integrations with other tools and platforms you currently use or plan to use in the future. This may include integrations with email systems, social media, marketing automation tools, among others.
– Customer Support: Evaluate the quality and availability of customer support offered by the CRM provider. Ensure you have access to technical support whenever needed and that there are training resources and documentation available to assist in the implementation and use of the platform.
– Reputation and Reviews: Research the CRM’s reputation and reviews from other users and customers. This can provide valuable insights into other users’ experiences and help you make an informed decision.
By considering these points, you will be better positioned to choose the best CRM integrated with WhatsApp for your company’s specific needs.
Make sure to conduct tests and evaluations before making a final decision, and be prepared to adjust as necessary as your company grows and evolves.
Advantages of an Omnichannel CRM
An omnichannel CRM offers several significant advantages for companies looking to provide an integrated and consistent customer experience across all available communication channels.
Here are some of the main advantages:
– Consistency in Customer Experience: An omnichannel CRM allows companies to provide a consistent and uniform customer experience across all communication channels, whether by phone, email, live chat, social media, or any other channel. This helps build customer trust and loyalty, regardless of the channel used.
– Increased Customer Engagement: With an omnichannel CRM, companies can interact with customers on their preferred channels, increasing engagement and customer satisfaction. This means customers can choose how they want to communicate with the company, resulting in a more personalized and convenient experience.
– Better Customer Understanding: An omnichannel CRM centralizes all customer interactions in a single database, providing a complete and unified view of the customer relationship history. This allows companies to better understand customers’ needs and preferences and provide more personalized and effective service.
– Increased Operational Efficiency: By integrating all communication channels into a single system, an omnichannel CRM helps improve operational efficiency. Teams can easily access relevant customer information, coordinate activities, and collaborate more effectively, resulting in more agile and efficient processes.
– Optimization of the Sales Funnel: An omnichannel CRM allows companies to track and manage leads at all stages of the sales funnel, regardless of the channel of origin. This helps identify sales opportunities, optimize conversion strategies, and increase the business closing rate.
– Better Customer Retention: By providing a superior customer experience and consistent communication across all channels, an omnichannel CRM helps increase customer loyalty and reduce churn rates. Customers feel more valued and satisfied, making them more likely to continue doing business with the company in the long term.
An omnichannel CRM offers several advantages that can help companies improve customer relationships, increase operational efficiency, and drive business growth.
By adopting an omnichannel approach, companies can stand out from the competition and provide an exceptional customer experience at all touchpoints.
The 11 Best CRMs with WhatsApp Integration
Choosing the best CRM with WhatsApp integration can vary according to each company’s specific needs.
However, here are 11 popular options that offer WhatsApp integration:
1. Nexloo CRM Omnichannel
– Nexloo is an integrated CRM with WhatsApp that stands out in the market by integrating various other channels such as Facebook, Instagram, website chat, emails, Telegram, and many others, being a complete omnichannel CRM.
– Another great advantage of Nexloo compared to the CRMs shown in this list is the much lower prices, guaranteeing excellent savings for your company.
With Nexloo you have:
– One WhatsApp for your entire team: Have your entire team attending and selling on a single WhatsApp number, with individualized conversations and the ability to transfer between your agents whenever necessary.
– Integrate all channels: Integrate all your communication channels in one place and concentrate information and conversations with your customers.
– AI-powered chatbots: Create powerful chatbots that can do almost anything, from clarifying a simple doubt to making a complex sale.
– Automatic lead distribution: Create service queues and automatically distribute all leads among your agents.
– Personalized sales funnel: Create the stages of your sales funnel according to your business and needs.
– Mobile service app: Have Android and iOS apps for your team to serve your customers from anywhere, whenever necessary.
– Complete reports: Have hundreds of reports to monitor your teams’ performance, with real-time data.
– Automatic satisfaction surveys: Create automatic satisfaction surveys and know everything your customers think about your company.
– Internal automations: Create dozens of automations that eliminate the need for your team to perform repetitive tasks, making them more productive.
– Webhook API: Integrate any tool or system with Nexloo simply and quickly with our powerful Webhook API.
2. HubSpot CRM
– Offers native integration with WhatsApp, allowing companies to manage all customer interactions in one place.
3. Salesforce CRM
– Has a wide variety of third-party integrations, including several options to integrate WhatsApp with the CRM.
4. Zoho CRM
– Offers integration with the WhatsApp Business API, allowing companies to manage WhatsApp conversations directly in the CRM.
5. Pipedrive
– Offers integration with the WhatsApp Business API, allowing companies to capture leads and manage WhatsApp interactions in the CRM.
6. Freshsales
– Has integration with the WhatsApp Business API, allowing companies to automate and manage WhatsApp interactions in the CRM.
7. Bitrix24
– Offers native integration with WhatsApp, allowing companies to communicate with customers via the messaging app within the CRM.
8. Zendesk Sell
– Offers integration with the WhatsApp Business API, allowing companies to manage WhatsApp conversations and track leads in the CRM.
9. Agendor
– Offers integration with the WhatsApp Business API, allowing companies to capture leads and manage WhatsApp interactions in the CRM.
10. Pipefy
– Has integration with the WhatsAppBusiness API, allowing companies to automate workflows and manage WhatsApp conversations in the CRM.
11. RD Station CRM
– Offers integration with the WhatsApp Business API, allowing companies to capture leads and manage WhatsApp interactions in the CRM.
These are just some of the options available on the market, and the choice of the best CRM with WhatsApp integration will depend on your company’s specific needs, team size, available budget, and other relevant factors.
It is recommended to conduct a detailed evaluation of each option to determine which best meets your business requirements.
Nexloo: The Complete CRM Solution Integrated with WhatsApp
Nexloo is a comprehensive CRM solution that offers complete integration with WhatsApp, allowing companies to manage all customer interactions in one place.
With Nexloo, you can make the most of WhatsApp’s power to drive sales, improve customer relationships, and optimize your business processes.
Here are some of the main features and benefits of Nexloo:
– Seamless Integration with WhatsApp: Nexloo offers seamless integration with WhatsApp, allowing you to manage all customer conversations and interactions directly in the CRM. This makes it easier to track and manage all communications with customers in one place.
– Contact and Lead Management: With Nexloo, you can easily import your WhatsApp contacts into the CRM and organize all your leads and contacts systematically. This allows you to maintain an updated and segmented database to better target your sales and marketing strategies.
– Process Automation: Nexloo offers advanced process automation features that allow you to automate repetitive tasks and save the team’s time. You can set up automated workflows to respond to messages, assign tasks, send reminders, and more.
– Communication Personalization: With access to detailed customer information stored in Nexloo, you can personalize your WhatsApp interactions based on each customer’s preferences and purchase history. This helps create a more personalized and relevant experience for the customer.
– Analysis and Reporting: Nexloo offers advanced analysis and reporting features that allow you to track the performance of your WhatsApp campaigns, evaluate customer engagement, and identify improvement opportunities. This enables you to make more informed and data-driven decisions.
With Nexloo, you can transform WhatsApp into a powerful sales and customer service tool, leveraging all its features and resources.
Try Nexloo today and discover how it can help take your business to the next level.
If you liked this content, sign up for our Newsletter and stay updated with everything we produce here!
