In a social environment, communication plays the most important role. This applies to any sphere of human activity. And in business it is also a lever of manipulation, a source of feedback and analytical data. Since the Internet gave birth to social networks and instant messengers for communication, these opportunities were not missed by business sharks. They are widely used in work for communication support. With the development of technological capabilities, special automatic customer relationship management (CRM) systems have emerged. And in this review we will look at WhatsApp as a means of communication in CRM systems.
Types of CRM systems
CRM– systems are varied and adapt to the needs of different companies. There are systems for managing sales, marketing, customer service and others. They can be cloud-based, on-premises, custom, or standard.
Customer communications and use cases
Customer communication plays a key role in CRM systems. Tracking interactions, managing requests, processing applications are all important aspects. CRM features include email management, calls, chats and more.
WhatsApp as a means of communication in CRM systems
Integration of WhatsApp into CRM systems opens up new business opportunities. WhatsApp Business API allows you to automate communication processes, send notifications about order statuses, provide customer support, and even make purchases. To professionally implement this technology in your business, you need a reliable WhatsApp Business API provider, which will help automate the work of chatbots, as well as set up an effective communication channel with clients.
Working with other messengers
WhatsApp is not the only messenger that can be integrated into CRM systems. Other popular platforms such as Facebook Messenger, Telegram, Viber and WeChat also offer APIs for integration.
Advantages of communication using WhatsApp
Using WhatsApp in automatic work systems with clients has many advantages:
Personalization: WhatsApp allows for more personalized communication with customers, which leads to better relationships.
Efficiency: Automation through the WhatsApp Business API allows you to improve the efficiency of communications and reduce the burden on staff.
Fast: Real-time communications via WhatsApp allow you to quickly respond to customer requests and resolve problems.
Omnichannel: Integration with WhatsApp complements other communication channels, creating a unified platform for communicating with customers.
WhatsApp Business API is becoming a powerful tool for improving customer interaction in CRM systems. Its flexibility and versatility make it the preferred choice for many companies looking to improve their customer experience and strengthen their connection with customers.
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