This new integration will be carried out through Salesforce Genie, a new data platform that enhances the already well-known Customer 360. It will allow companies to segment their audience based on real-time data extracted from ads such as Click-to-WhatsApp on Facebook and Instagram.
With Salesforce Genie and WhatsApp working together, brands can easily create personalized communications for their customers.
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Customer loyalty and engagement
Salesforce’s Marketing Cloud, Service Cloud and Commerce Cloud applications will also be integrated with WhatsApp to support promotional and customer service messaging and, soon, transactional conversational commerce capabilities.
These integrations will be able to expand the brands' service to customers, as they will be able to offer extended hours and quick response service.
Additionally, it will also be possible to use the tools to create:
Omnichannel journeys made easier
It will allow the brand to send promotional messages, for example, including a button that malaysia phone number example directs the consumer directly to complete the purchase or add it to the cart.
Customization integrated into WhatsApp
The brand that uses this resource will be able to create customized messages targeted at different audiences through segmentation.
Automate more conversation options
To improve the customer experience, brands will be able to use customizable messages with videos and images, facilitating decision-making. In addition, it will be possible to respond quickly with a single click.
Chatbots with Artificial Intelligence
In order to reduce support or service waiting times, it will be possible to use the combination of automation and personal interactions on WhatsApp to create chatbots with artificial intelligence, which, according to Salesforce, increases customer satisfaction by 30% and agent productivity by 27%.
To ensure security and privacy, all WhatsApp messages sent between businesses and their customers are protected by the Signal encryption protocol that secures messages before they leave your device.
According to Salesforce, the integration with WhatsApp Business Platform for Marketing Cloud will begin working in December 2022, with additional integrations expected to become available in the coming months.
For MATH experts, the announcement brings with it a good opportunity for brands to transform WhatsApp into a new purchasing channel, including enabling the acquisition of new products through chat, increasing conversion rates.