March 19, 2024

Revolutionise Your Customer Service with the WhatsApp Salesforce Integration

EMPAUA Salesforce Partner

The WhatsApp Salesforce integration is a powerful integration between the popular messaging service, WhatsApp, and the customer relationship management (CRM) platform, Salesforce.

This integration is perfect for enabling businesses to leverage the 360-degree customer view, queues, and activity timeline panel, allowing them to respond to customer inquiries quickly and efficiently. The integration allows for improved collaboration between sales representatives and customer support agents, meaning that each customer request is handled with the utmost care and accuracy.

If you're looking to increase customer satisfaction and collaboration between departments, then you need to get on board with the WhatsApp-Salesforce integration to revolutionise the way your business communicates with customers.

A recent study conducted by Salesforce found that businesses who used the WhatsApp Salesforce integration saw a 10% increase in customer satisfaction and a 5% improvement in customer service response times.

Additionally, a report by the World Economic Forum found that businesses that used the integration saw a 20% reduction in customer service costs.

Finally, a study by Gartner reported that businesses that used the integration saw an increase in customer loyalty and an improvement in customer retention rates.

How can you use the WhatsApp Salesforce integration for your company? 

A Fintech company, for example, could use the WhatsApp Salesforce integration to streamline their customer service and improve customer experience. By using the integration, the company can send automated messages to customers about their account and transactions.

In addition, the company could use the integration to create automated workflows, such as a process for setting up a new account or updating an existing one.

Finally, the company could use the integration to provide customers with up-to-date information about their account, such as transaction history, balance, and rewards.

So, how do you get started? - Customer Requirements 

  • Step 1: The first step is to make sure your Salesforce Org has Service Cloud user licences. 
  • Step 2: Once that's taken care of, you'll need to set up an official Facebook Business Manager account and get Messaging User permission.
  • Step 3: Next, you'll need to Acquire Messaging User permission
  • Step 4: Identify how many instances/sandboxes you'll need – this can take up to 5 business days.
  • Step 5: In order to deploy to the next instance, a WhatsApp channel must exist in the Salesforce Org. and the deployment itself takes up to 1 day.

It's as easy as that! By following the steps above, you'll be able to take advantage of the many benefits of this powerful integration.

You'll be able to provide customers with quick and effective responses, as well as improving collaboration between sales representatives and customer support agents.

Plus, you'll have access to all the features of Salesforce, such as the queues, timeline panel, and 360-degree customer view.

So, what are you waiting for?

Following the five steps outlined above, you'll be ready to go live with your WhatsApp integration in just two weeks. With the help of this powerful integration, you'll be able to provide the best possible customer experience and make sure your business is running at its best. So, why not take the leap and get started today?

With the WhatsApp Salesforce integration, businesses can take advantage of features such as automated routing and message templates. The integration also allows for integration with AI-powered chatbots, allowing for personalised and automated responses to customer inquiries. 

Additionally, the integration can be used to create custom workflows and journeys, enabling businesses to provide tailored experiences to their customers.

Finally, the integration can also be used to track customer satisfaction and measure the impact of customer service initiatives.



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