Salesforce has announced one of its most anticipated integrations: WhatsApp as a customer service channel. Brands will now be able to communicate with their consumers and offer a more complete experience.
WhatsApp joins SalesforceSource: UMS Tech Labs
Salesforce and WhatsApp have given us some good news these days: the world's number 1 CRM has been officially authorized by Facebook to offer its clients the possibility of communicating with consumers through the messaging app. Salesforce thus becomes one of the first companies in the world to make this integration, thus responding to the wishes of many brands that saw in this channel, with more than 1.6 billion users spread across 180 countries, a key element for their marketing, loyalty and customer service strategies.
Salesforce and WhatsApp are turning customer service on its head
The famous CRM took advantage of the launch of its nepal phone number data Spring Release to announce that, from now on, its clients will be able to configure WhatsApp as another customer service channel. With this new feature, agents will be able to hold conversations with consumers through WhatsApp, just as they already did through email, phone, SMS or Facebook Messenger. Likewise, companies will also be able to send a series of pre-approved notifications.
This change, according to Salesforce, applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions. And to activate it, as we will see below, you will need to have a Facebook Business Manager account.
This presentation video explains some of the most relevant aspects of the integration:
Important aspects of WhatsApp and Salesforce integration
It is important to clarify that the purpose of this integration is to serve and provide service to customers through a new channel and when they require it. This means that mass Marketing Automation campaigns and indiscriminate spam will not be allowed .
That is, we can communicate with the client when he or she requests it or on topics that have been authorized by Facebook (WhatsApp), and always with templates that must be pre-approved. The aim of this is to prevent this channel from becoming a continuous drip of promotions and commercial communications.
To ensure this, it has been established that brands will only be able to engage in conversations with users in two ways: