Managing your customer details can be difficult, especially on WhatsApp. Tracking all the call logs 📞, contact details and interactions in WhatsApp is a hassle.
No need to fret; WhatsApp + CRM integration allows businesses 🏢 to effectively manage all their customer details, call logs, and interactions, all in a user-friendly interface that fosters business productivity.
In this blog, we will cover WhatsApp & CRM integration, its features and benefits, and the best CRM integration software to enhance 📈 customer engagement.
🔑 KEY HIGHLIGHTS
- With WhatsApp & CRM integration, your existing CRM software can be integrated with the WhatsApp Business Platform (WABP).
- CRM integration with WhatsApp can benefit the business by offering a convenient way for customers to connect with each other and boosting customer interactions.
- Choosing the “Best” WhatsApp CRM integration depends on various factors, such as customer reviews, offered features, pricing plans, and scalability.
- The best CRM + WhatsApp integrations are HubSpot, Zoho CRM, FreshSaless, and Pipedrive.
What is WhatsApp CRM Integration?
WhatsApp CRM integration is integrating existing CRM software with the WhatsApp Business Platform (WABP) through API. With this integration, businesses can directly interact and manage customer interactions on WhatsApp through their CRM interface.
WhatsApp CRM integration can be used for various purposes. Some of the key uses of WhatsApp CRM integration are as follows:
- Sales and Lead Management: It can generate leads and sales for the business. Lead can be generated by automating messages to the target audience with images, catalogs, or special offers based on interest.
- Customer Support and Service: It can provide real-time order updates and personalized service to the customer. The personalized services can include a welcome message, auto-reply to the FAQs, and automated shipment and delivery status updates.
- General Business Operations: It enhances internal communication by facilitating quick group chats of crucial team members. It also gathers customer insights by collecting customer data through WhatsApp interactions to understand their preferences and behavior.
Here’s a specific example that tells how WhatsApp and CRM integration can be used.
Let’s say you have integrated both systems. Now, you can install automated chatbots or replies to handle FAQs that minimizes human resources. Automated chatbots can reply repetitively and automatically answer FAQs without the need for humans. Freeing humans enhances productivity, as they can focus more on complex interactions than simple ones.
What are the Benefits of WhatsApp CRM Integration for Your Business?
CRM integration with WhatsApp can benefit the business by offering a convenient way for customers to connect with each other and boosting customer interactions.
Here are some of the essential benefits WhatsApp CRM integrations can provide for your business:
1. Automate Tracking
With it, we can automate information and notifications about customer orders and their status without human resources. Automated tracking helps enhance customer satisfaction and boost work productivity, as it frees humans to focus on complex interactions.
2. Lead Nurturing
Integration with WhatsApp CRM provides prospective clients and customers with a catalog, location, audio, photos, videos, and more based on their interests and recent interactions. This method helps to advance them in the sales funnels and increase conversion rates.
3. Enhanced Internal Communications
The integration process helps in the communication process, as the company will be able to reach its prospects and clients effectively. It also eliminates unproductive departmental boundaries for an efficient communication process.
4. Gather Customer Feedback
With it, automated links can be sent to customers asking for feedback after their order is finished. Gathering and receiving customer feedback is more likely to impact their audience favorably.
5. Send Team Notifications
Automation can also be set up for team notifications. It informs team members about the inquiries or tickets assigned to them. Address any issues that have been escalated internally, to take the right action quickly.
6. Create a Strong Brand Reputation
With WhatsApp CRM integration, we can create a profile representing our brand. The information includes name, phone number, email, address, website, and other information to build a trustworthy brand image.
How WhatsApp CRM Integration Leads To Better Customer Engagement?
WhatsApp CRM integration is a recipe for satisfactory customer engagement. Businesses can use this integrated solution to offer their customers a convenient experience.
With WhatsApp CRM integration, businesses can send automated messages to targeted customers to personalize service and foster stronger communication. They can also offer real-time chat and proactive outreach for convenience, which leads to happier and more engaged customers.
WhatsApp CRM integration can lead to better customer engagement. Here’s why:
1. Convenient and Direct Communication Channel:
It provides customers with a convenient and direct communication channel for effective interactions and stronger customer relationships. With WhatsApp CRM integration, you can connect with your customers using the same interface.
2. Centralization of Customer Interactions:
It centralizes all customer interactions on WhatsApp within the CRM platform. It provides businesses with a comprehensive view of each customer’s preferences and history, which enhances customer engagement.
3. Feedback Collection:
Gathering customer feedback through WhatsApp chat helps us understand their needs and improve services and product offerings. Analyzing customer needs and requirements through feedback helps us resolve their issues for better engagement.
4. Proactive Customer Support
Reaching out to customers before any potential issues arise. Automating scheduling, order tracking updates and providing shipping information early to keep them informed and engaged.
5. Omnichannel Experience:
It offers other integration services, such as social media or email, to maintain brand experience across all platforms. This enhances brand identity and improves customer relationships.
6. Engaging Content:
The rich media content, such as images and videos can be used to make communication informative and engaging to the customer. This content can be interesting for product understanding.
How to Set up WhatsApp CRM Integration?
Setting up WhatsApp CRM integration requires various steps and procedures. The process may vary depending on the CRM choices and its functionalities. Certain guidelines are needed for CRM setup.
- Choose a CRM: Choose a CRM such as Zoho, Freshworks, HubSpot, and others that offer various third-party integrations with WhatsApp.
- Pick a WhatsApp Business Account.: A regular WhatsApp account won’t work properly, so ensure you have a verified business account. With a business account, you can access the Business Platform (WABP) needed for third-party integration.
- Explore Integration Methods: There are two integration approaches: Direct CRM integration and Messaging Platform integration.
Direct CRM integration involves connecting your CRM directly to the WABP through provides APIs. While Messaging CRM platform use a third-party platform offering built-in WhatsApp integration and its functionalities.
Once you have followed the proper guidelines, you can set everything up. The general steps involved in integrating WhatsApp CRM are as follows:
- Follow CRM’s Instructions: Read CRM documentation or consult with their support team for detailed guidance. Documentation for CRM integration varies among others.
- Connect WABP to CRM: Connect your WhatsApp business platform to CRM through API keys or authorization tokens. You may need to set up the CRM settings manually.
- Configure Communication Workflows: Plan how you want to use your WhatsApp business account within your CRM. Set up automated greetings and chats with particular teams and managed message templates.
- Test And Refine: After configuration, ensure that the integration has smooth communication and data flow.
4 Best WhatsApp CRM Integration
Choosing the “Best” WhatsApp CRM integration depends on your business needs and requirements. It includes various factors, such as ease of use, customer reviews, offered features, pricing plans, and scalability. Considering those factors helps you pick the best CRM
for your business.
Here is the list table of different CRMs, their features, and pricing plans (billed annually).
| CRM Integration with WhatsApp | Features | Starter Plan per month | Business Plan per month | Enterprise Plan per month |
| HubSpot | IOS and Android mobile apps Detailed caller ID Live chat option, Sales CRM | $15/ month/seat | $15 /mo/seat | $800/mo |
| Zoho CRM | Integration with Zoho Desk Automated reminders and tasks Real-time push notifications | $15 | $39/ month | $79/ month |
| Freshsales | Automated reminders for meetings Schedule follow-ups and update details Record voice notes and customer interactions | $9 | $39 | $59 |
| Pipedrive | Twilo + Pipedrive Integration, Bulk messaging, Automate workflow, Track conversation | $12 | $24 | $59 |
Here is the list of 4 Best WhatsApp CRM integrations:
1. HubSpot
HubSpot CRM integration is the process of connecting your HubSpot CRM platform with other tools or services like WhatsApp. With HubSpot CRM, you can seamlessly integrate your WhatsApp business accounts in a user-friendly environment.
You can integrate your WhatsApp with HubSpot CRM and offer various functionalities and features that can help you enhance your business productivity. It syncs all of your call data with CRM or HubSpot, enhancing your contact history.
🧩Key features of HubSpot CRM
- Unified Communication Platform
- Enhancement Contact Management
- Improved Data Accuracy and Efficiency
- Access to advanced call handling features like call forwarding, call analytics, and voicemail transcription within HubSpot.
💰Pricing Plans of Hubspot
| Free | Marketing Hub Starter | Starter Customer Platform | Marketing Hub Professional |
| $0 | $15 / month/ seat | $15/mo/seat | $800/mo |
2. Zoho CRM
Integration with Zoho CRM lets you connect your Zoho’s customer relationship management platform with various business tools. It offers pre-built connections for different services or you can just simply create custom integrations using their APIs.
Connect Your Zoho CRM with WhatsApp to efficiently manage customers’ communication and chat. You can take advantage of the available features in Zoho CRM regarding WhatsApp integration for better tracking of your communications and related sales follow-ups under the Zoho CRM.
🧩Key features of Zoho CRM
- Efficiency Data Accuracy
- Enhancement Contact Management
- Unified Communication Platform
- Advanced call handling features like call forwarding, call analytics, and voicemail transcription within Zoho.
💰Pricing Plans of Zoho CRM [billed annually]
| Standard | Professional | Premium | Custom |
| $15 | $39 | $79 | Contact for price |
3. FreshSales
FreshSales CRM integration lets you link your CRM to other tools with a streamlined process. It also aims for a smoother workflow in a two-way data flow. With FreshSale’s pre-built connections, you can connect your popular services to custom needs and requirements.
Integrate Freshsales with WhatsApp by connecting it to WhatsApp Business via VoIP service providers through Freshchat. Implement Freshchat, get WhatsApp API access, and set the integration to handle WhatsApp messages in Freshsales. This will improve customer communication and eliminate the workload of managing multiple customers in Freshsales CRM.
🧩Key Features of FreshSales
- Efficiency Data Accuracy
- Unified Communication Platform
- Enhancement Contact Management
- Access to advanced call-handling features like call forwarding, call analytics, and voicemail transcription within FreshSales.
💰Pricing Plans of FreshSales [billed annually]
| Growth | Pro | Enterprise |
| $9 | $39 | $59 |
4. Pipedrive
Pipedrive CRM focuses more on the visual sales pipeline. Integration with Pipedrive CRM lets you connect it to other apps, especially for sales team use, such as calendars or email. It syncs all your customer details in one place for easy access and enhances sales productivity.
You can Integrate the Business API on WhatsApp, set up the integration with Pipedrive, and make use of gadgets like Click to Chat and the Automated workflows to send messages on WhatsApp right from the CRM and track the complete record, including previous messages. For instance, you can link WhatsApp with Pipedrive CRM and use it to communicate with customers to enhance sales activity.
🧩Key features of FreshSale
- Enhancement Contact Management
- Efficiency Data Accuracy
- Unified Communication Platform
- Syncs all customer data to improve sales team productivity.
💰Pricing Plans of Pipedrive [billed annually]
| Essential | Advanced | Professional | Power | Enterprise |
| $12 | $24 | $49 | $59 | $79 |
Conclusion
Integrating WhatsApp with CRM isn’t just about integrating with other communication channels. WhatsApp CRM integration lets businesses create a more personalized and interactive client experience using its features and functionalities. It offers rich media content and two-way communication to enhance consumer connections and build foster trust.
However, implementing WhatsApp CRM might be complex as it requires much technical knowledge to set up and regulate data privacy. By overcoming the challenges and difficulties, choosing user-friendly CRM solutions will surely unlock the full potential and thrive customer base.
FAQs
Is WhatsApp CRM Integration secured?
Yes, WhatsApp CRM integration is secured as it ensures end-to-end encryption of their WhatsApp chats within CRM. It compiles with privacy laws that have access control and robust data encryption.
What are the factors to consider when choosing a CRM system with WhatsApp CRM Integration?
CRM features that fit your needs and requirements, third-party integration with WhatsApp, and security are some of the factors that need to be considered when choosing a CRM system with WhatsApp CRM integration.
What are the challenges of WhatsApp CRM Integration?
Here is the list of some challenges of WhatsApp CRM integration:
- Complexity: Integration setup, especially within direct API connections, can be complex and might require IT expertise.
- Limited Customization: Offers limited customizations within the WhatsApp business platform compared to other communication channels.
- Data Privacy: To ensure end-to-end encryption, you need data privacy regulations like CCPA or GDPR to handle customer data carefully.
- Limited Marketing Capabilities: Their marketing features are more restricted than other platforms.
