Practical Guide

WhatsApp CRM: Message Customers with a CRM WhatsApp Integration [September 2023]

Gabriella
Content Writer, Respond.io
April 18, 2023

Are you looking for a CRM that supports WhatsApp integration? Or, do you want to integrate WhatsApp with your current CRM? This blog post will answer all your questions. We’ll start by understanding what a WhatsApp CRM is and what you need to know about CRM WhatsApp integration.

Then, we’ll show you why you need customer conversation management software like respond.io to conduct marketing, sales and support on WhatsApp.

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What is WhatsApp CRM?

WhatsApp CRM is the integration between a WhatsApp API account and a CRM. Businesses usually want a WhatsApp CRM to receive and reply to WhatsApp messages within their CRM.

However, because CRMs were built with email as the main communication channel in mind, not all of them support native WhatsApp integrations and the majority of them rely on third-party integrations and extensions.

Regardless, how you integrate a CRM with WhatsApp depends entirely on your business needs and your current CRM. In the following section, we’ll discuss why WhatsApp CRM is useful to your business.

Benefits of Using WhatsApp CRMs

There are many benefits of using a WhatsApp CRM like respond.io. Here are some examples:

And the list doesn’t end here -- you can achieve so much more with a business messaging inbox like respond.io. Now that we’ve covered some of the benefits of using WhatsApp CRMs, let’s go over the things you need to know before investing in one.

Getting a WhatsApp CRM Integration: What You Need to Know

To integrate WhatsApp with your CRM, you need to understand the types of WhatsApp Business Accounts and integrations supported by CRMs.

WhatsApp Businesses Accounts

Businesses can choose one of three WhatsApp business products: The WhatsApp Business App, a WhatsApp Business account in Meta Inbox or WhatsApp Business API.

The first two choices are designed for small businesses, while the WhatsApp API was created for SMEs and enterprises that want to use WhatsApp Business with multiple users.

Whatsapp business api CRM: There are two types of WhatsApp Business Accounts - WhatsApp Business App and WhatsApp Business API. The WhatsApp Business App is designed for small businesses, while WhatsApp Business API was created for SMEs and enterprises. To use CRM WhatsApp Business, you must integrate a WhatsApp Business API account with a CRM. Read this blog to know more about whatsapp api for CRM.
CRM WhatsApp Integration: WhatsApp Business APP vs WhatsApp API

If you want to integrate WhatsApp with a CRM, you’ll need a WhatsApp API account. However, since an API does not have a user interface, it must be connected to a CRM like Hubspot or a customer conversation management software like respond.io to send and receive messages.

Note that what you can do with the WhatsApp API integration depends heavily on the software you've connected it to. That said, let's look at the WhatsApp integrations that CRMs support.

CRM WhatsApp: Integrating WhatsApp with Your CRM

Although some CRMs support native WhatsApp integration, they cannot support certain WhatsApp messaging features because they were originally built for email instead of messaging.

For instance, Zendesk's native WhatsApp integration has limitations like the inability to preview videos and listen to voice notes from the messaging inbox itself. Agents have to download them to know the content.

This slows agents down because they have to go back and forth between Zendesk and their downloads folder while tending to multiple customers at the same time. They might also open the wrong file, forcing them to re-download the content or search for it in their downloads.

If you’re looking for a CRM for WhatsApp or the best CRM with WhatsApp integration, you need to understand that CRMs were built with email as the main communication channel in mind. Therefore,  not all CRM support native CRM integration with WhatsApp and the majority of them rely on third-party integrations and extensions. If you want the best whatsapp CRM to use WhatsApp to its full potential and integrate multiple CRMs to a WhatsApp API, you’ll need a business messaging inbox built specifically for messaging, like respond.io. Try respond.io’s whatsapp crm free trial for 14 days now. Check out the blog to learn more about topics like best crm with whatsapp integration, best crm with whatsapp integration, best crm with whatsapp integration, best crm with whatsapp integration, whatsapp crm free, free whatsapp crm, and whatsapp web crm.
Types of WhatsApp API integration with CRM

Not just that, the native integration provided by CRMs limits the WhatsApp API integration to a single CRM. If a business has more than one CRM and wants to exchange WhatsApp information with all its CRMs, it won’t be able to do so.

Thankfully, most CRMs, even those with native WhatsApp integration, offer third-party integrations to let their customers select the best software that supports WhatsApp integration with their CRM.

CRM Apps Integrated with WhatsApp

Here’s a list of CRMs that offer third-party integrations with WhatsApp:

We recommend choosing respond.io as your WhatsApp CRM.

Respond.io is a versatile customer conversation management software specially designed for messaging. Compared to other WhatsApp CRMs, respond.io has the best platform reliability and customer support availability. This ensures smooth, consistent business operations and access to excellent assistance whenever you need it.

Respond.io also lets you connect WhatsApp with multiple CRMs to exchange information between them, allowing you to use WhatsApp to its full potential.

How respond.io works
How it works: Integrate WhatsApp with multiple CRMs

Plus, respond.io offers an omnichannel inbox that aggregates messages from messaging apps like WhatsApp along with traditional messaging channels like email and webchat. By contrast, WhatsApp CRMs like Wati don’t support other popular channels. As a result, customers are constrained to a single channel to reach you.

Respond.io also supports WhatsApp features like sending broadcastspush notifications, setting up interactive messages, and more. Moreover, it integrates seamlessly with almost any type of CRM. Let’s look at how integrating a CRM with respond.io works.

How to Integrate Your CRM with respond.io to Use WhatsApp

First, create a respond.io WhatsApp Business API account. Then, create a new Workflow automation and add the HTTP Request Step to connect your CRM and respond.io.

CRM with WhatsApp Integration: Integrate your CRM with respond.io via HTTP Request Step on your Workflows

This way, you can exchange information with your existing CRM automatically while messaging customers on respond.io, without having to go back and forth between your CRM and respond.io to reply to WhatsApp messages.

Businesses can qualify sales leads, retrieve updated contact profiles or create deals and tickets in external CRMs from the platform. Want to know what else you can do by integrating WhatsApp with respond.io? Read on to find out!

Benefits of Using respond.io for Different Use Cases

Respond.io is a WhatsApp BSP and customer conversation management software. This means that you’ll get official WhatsApp API access from respond.io and use its platform to message customers and fully manage your WhatsApp Business Accounts.

Additionally, you can use respond.io for WhatsApp marketing, WhatsApp sales and WhatsApp customer service. We’ll also discuss how to use the platform for WhatsApp Teams and WhatsApp Managers. Let’s explore how below.

WhatsApp CRM for Marketing: Funnel Inbound Leads and Send Promotional Messages

To encourage inbound conversations, businesses can use a click-to-chat link, QR code, chat widget and WhatsApp web chat. They can paste the QR code on fliers and business cards or at their physical store and embed the chat link in a range of digital mediums.

Once a lead starts a conversation, collect basic information to determine whether the lead is new or an existing Contact that has previously messaged you on another channel.

If they are an existing Contact, merge their Contact details and conversation history into a unified profile for a comprehensive view of a Contact. You can also exchange and retrieve their contact information on your CRM.

If a lead is new, you will automatically capture their details and add them as a Contact. Then, segment them into different audiences. This will help when sending targeted promotional broadcast messages via the respond.io Broadcast Module.

Want to send promotional WhatsApp broadcasts or set up WhatsApp drip campaigns with a WhatsApp integration with CRM? Now you can by using respond.io as a WhatsApp marketing CRM! With respond.io's WhatsApp API CRM broadcast feature, Contacts don’t have to add you to their contact list to receive a broadcast. You can also send messages to a much larger number of Contacts, import contact lists, use interactive message templates and schedule and send broadcasts. With Workflows, you can set up a WhatsApp drip campaign to send a sequence of customized promotional messages to your leads. This way, you can encourage Contacts to purchase your products or to repeat service use. Looking to send WhatsApp Notifications via whatsapp for business integration with CRM? You can now send it via Messages API through a Zapier integration.
Best CRM with WhatsApp integration: Using respond.io for marketing

Respond.io’s broadcast feature allows you to schedule and send broadcasts to your contacts once they’ve opted in, import contact lists and use interactive message templates for your broadcasts.

You can also use respond.io Workflows to set up a WhatsApp drip campaign to send a sequence of customized promotional messages to your leads. This way, you can encourage Contacts to purchase your products or to repeat service use.

If you’re looking to send WhatsApp notifications in response to specified trigger events like when Contacts create a new account or complete a purchase, you’ll be able to do it via Messages API through a Zapier integration.

WhatsApp CRM for Sales: Shorten Sales Cycle

Integrating your sales CRM with respond.io allows you to exchange data between both platforms to qualify leads and create deals with a click of a button. Agents can carry out sales-related tasks while talking to customers without switching between platforms.

Businesses can also automate sales tasks like qualifying leadsrouting them to the right sales team based on the funnel they fall into and auto-assign them to a sales agent accordingly.

whatsapp integrated CRM: Funnel inbound leads to WhatsApp conversations with a click-to-chat link, QR code, chat widget and WhatsApp web chat. Once a lead sends a message, use Workflows to send qualifying questions to determine the sales funnel they fall into. Then, implement a routing logic that routes leads by priority access, deal size, region or more, and auto-assign them to a sales agent accordingly. Need a whatsapp crm tool for sales? Try respond.io’s free whatsapp CRM integration for 14 days. integrate whatsapp with CRM: After you integrate whatsapp business with CRM on respond.io via the HTTP Request Step, you’ll be able to work in conjunction with your sales CRM and seamlessly exchange information between both platforms. You can use the Shortcut Button in the Messages Module to qualify leads on data activation platforms like Clearbit and create deals on a free crm with whatsapp integration or sales CRM like Hubspot or Salesforce. This useful tool saves agents the trouble of switching back and forth between respond.io and other platforms, allowing them to carry out sales-related tasks while conversing with a customer.
CRM WhatsApp Integration: Using respond.io for sales

The highly customizable nature of respond.io’s Workflows gives managers the freedom to implement their routing logic like routing leads by priority access, deal size, region or more.

Plus, they can ensure equal lead distribution among the sales team and assign existing customers to their dedicated salesperson automatically. Now, let's look at how you can use respond.io for WhatsApp customer support.

WhatsApp CRM for Support: Improve Customer Support Quality

Respond.io enables businesses to improve their customer support efficiency through automation. They can set up automated FAQs and send multiple-choice questions with pre-determined answers to help customers communicate what they want clearly.

Based on what they’re looking for, the automation will route and assign them to the right team and agent. This way, agents are saved from performing repetitive tasks and can focus their time on critical issues.

Businesses can use Workflows to set up an FAQ menu to provide answers to commonly asked questions.
CRM WhatsApp Integration: Using respond.io for support

Furthermore, agents may create support tickets on external CRM platforms such as Zendesk with just a click of a button. After a conversation ends, businesses can send a customer satisfaction (CSAT) survey to measure the success and quality of their customer support.

WhatsApp CRM for Teams: Simplify Team Collaboration

Respond.io makes it easy for team members to collaborate in a team inbox. Through internal comments, agents can provide background information about a Contact for follow-ups. Plus, agents can tag their teammates or escalate complex cases.

WhatsApp CRM for Managers: Track Team Performance Effortlessly

Through respond.io’s advanced Reports and Analytics Module, managers can easily track individual or team performance. Additionally, managers may filter and review high-value conversations using a custom inbox. This ensures the best possible customer experience and helps increase customer loyalty.

Best of all, you can carry out all your tasks anywhere with the respond.io mobile app. You’ve made it to the end! Are you ready to integrate your CRM with WhatsApp on respond.io? Sign up for respond.io WhatsApp Business API and elevate customer communication on WhatsApp!

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Further Reading

Need a more in-depth article to kickstart your marketing, sales and support journey with respond.io? Here are some blogs that might help you.

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