Publish date:

• 8th January, 2022

Mid of last year Salesforce made a powerful announcement that gladdened the heart of many around the world. They announced their integration with the world’s most popular instant messaging service – WhatsApp. Once driven by the user base of India (the world's second most populous country), it is now widely used the world over. Businesses can now be where the majority of their leads & clients are. They are now able to be omnipresent on all channels of communication that are important to the audiences they are singing to. Now the world’s numero uno CRM platform can be used with a medium that counts over 2 billion people as its users in most countries on the planet. 

Businesses can engage with their audiences via the WhatsApp platform which is a far superior messaging platform as compared to channels such as emails, text, and cell devices. With WhatsApp enablement, businesses can now broadcast pre-approved templates in a planned journey (that is also automated). In fact, many brands are now using WhatsApp to provide superior customer service and ensure all communication takes place on it, as per the demands of the time. 

Here are the major benefits of this integration: 

• An instant medium of engagement and communication with clients. A team (as big as you want/wish) of service agents can be deployed to serve clients on this platform. Also, automate ticket/issue resolution with the help of an Artificial intelligence-powered WhatsApp bot. 

• Pre-approved notifications. A business can begin conversations with clients based on WhatsApp’s fixed message notifications. As per WhatsApp notification guidelines, here is a list of permitted notifications: 

• Appointment Notification 

• Transportation Notification 

• Ticket Notification 

• Issue Resolution Notification 

• Alerts 

• Account Notification 

• Payment Notification  

• Financial Notification 

• Shipping Notification 

• Reservation Notification 

To begin the process on WhatsApp, a brand must get approval on the templates. WhatsApp lets every company create nearly 250 message templates. Approval for these templates can take up to 3 -4 working days from WhatsApp. This opens the gates for engaging with audiences via this integration and seeing a gradual increase in ROI. 

In order to get started as a business owner/manager, the following needs to get done: 

1. Acquire a user license for Salesforce 

2. Get a green signal on your WhatsApp business API (Application Programming Interface ) 

3. Obtain Facebook Business Manager verification 

Mr. Mohit Sharma, Codleo Consulting says –This is an exciting development for business owners. Two powerful tools coming together to empower businesses”. 

Step into the 21st century with the power of Salesforce CRM and WhatsApp integration, use it to win over more clients, and see an increase in the finances of the company take an upward tick in these difficult days of Covid – 19, new variants, economies sputtering and lockdowns being in place. Get in touch with us for a discovery session and how it will do wonders for you. 

50 claps

Share

About the Author

Anand Sharma

Anand is a Salesforce Evangelist, joined the Salesforce ecosystem in 2014 helping customers to be successful with Salesforce, and joined Codleo to share the goodness with even more developers all around the world. He is based in New Delhi, with his wife, and he tries to escape summers every chance he gets.