The wait is over!
At Dreamforce 2022, Salesforce and Whatsapp announced a new strategic partnership that will enable businesses to communicate with their customers on Whatsapp using the Salesforce platform.
Yesterday, meta founder and CEO Mark Zuckerberg announced the partnership with Salesforce: We’re partnering with Salesforce so all businesses that use their platform can use WhatsApp business messages to answer customer questions, run marketing campaigns, and sell directly in chat. More and more people prefer to communicate with businesses over text. That’s why we launched our Cloud API earlier this year and are now partnering with Salesforce.
In recent years, Whatsapp’s notoriety has grown massively, with over 2 billion monthly users sending over 100 billion messages every day. For companies that want to communicate more quickly and efficiently with their customers, Whatsapp is a great opportunity. By integrating with Salesforce, companies will be able to communicate with customers directly from the Salesforce platform, and sales reps will be able to reach out to new potential customers, engage with them and close sales worldwide.
Let’s see how this new integration can help you!
Whatsapp allows two sorts of Communication via Salesforce:
Customer care interactions
Customer-company interactions – If a customer needs an answer to a problem or a specific need, they can contact you using Whatsapp, and the answers will be quick, thanks to the integration with Salesforce. Customer requests will be sent to agents in the Service Cloud. Businesses can also benefit of automating responses according to the situation using Salesforce Einstein.
Pre-authorized Notifications
Company-customer interactions – If companies have customer consent, sales reps can initiate Whatsapp messages with customers regarding order and delivery status, as well as order notifications, coupons and offers or various brand updates.
Why should you use Salesforce-Whatsapp integration?
Matthew Idema, the VP of business messaging at Meta, mentioned in his blog post that over one billion users connect into a business account every week via Meta messaging, and this is growing daily.
Because we live in a digital age where every millisecond counts, this integration can bring you closer to the customer and you can solve any problem quickly, so that the customer remains satisfied. Also, Salesforce’s integration with Whatsapp aims to drive relevant communications between salespersons and customers, without spamming.
“For example, as a part of the pilot for the integration, L’oreal group brands will use Whatsapp to reconnect with consumers who had previously left items in a shopping cart and will send them coupons and offers, right on the chat thread ”, said Matthew Idema, the VP of business messaging at Meta.
Benefits of Integration of Salesforce Marketing Cloud and Whatsapp:
- Lead nurturing
- Sales follow up
- Order Tracking and Updates
- For customer support and ticketing
- Get feedback from your customers
- Notification with your team
Now, considering that communication is much faster and more accessible through this integration, the question remains: Do you want to join the 2 billion potential customers on Whatsapp?
Go ahead and establish solid relationships with your customers!