When WhatsApp started out in 2009 as a free messaging app, no one would have thought it would evolve into a key business tool for business communication and customer engagement.
“It has been a very gradual, yet startling transition from using WhatsApp to stay connected with your family, to using it to stay connected with brands, products, and services that you’re interested in.“
Sonam Biswal,
Chief Revenue Officer- Kylas
The platform’s popularity today in the business domain is such that if you’re not leveraging WhatsApp for your business, you’re likely missing out on a key channel for growth. With a userbase of 2.7 billion, it is hands down one of the most effective platforms to reach and retain customers. And the feeling is mutual! 68% Customers too consider it as one of the most preferred channels to reach businesses.
Now picture this: You combine the umpteen benefits of WhatsApp Business with those of a CRM. The result? Exponential sales growth, since every chat can be capitalized on and taken to the closure line. Read on to explore why Kylas + WhatsApp Business is the winning duo you need to never miss a deal!
Kylas Sales CRM is uniquely designed to help growing businesses scale with expertise. It comes with a rich feature set, intuitive interface, and integrations with the most popular apps including WhatsApp Business service providers. Schedule a demo to learn more!
Integrating Kylas & WhatsApp Business: The ‘How’ and the ‘Why’
CRM integrations expand the functionality of the system. You can bring your most crucial operations such as lead generation, ticketing, invoicing, etc. to a unified platform and streamline tasks for your team. Kylas integrates with leading WhatsApp Business platforms like Interakt, WATI, and Twilio to help you harness the power of the messaging platform from within the CRM.
Like everything else on Kylas, the integration process is highly simplified. You simply need to install your chosen software to the Kylas marketplace, enter the Kylas API and proceed to login to your connected account.
After knowing the ‘how’, let us explore why it is beneficial for you to integrate Kylas with Business WhatsApp:
Single Source of Truth refers to a practice of data aggregation wherein multiple data points from multiple sources are brought to a centralized repository. Your data can become your biggest asset if it is managed well. Having an SSOT ensures that every information accessible from a unified location and your teams have the relevant details at their fingertips.
Multiple members of your organization use WhatsApp. Some respond to inquiries from leads, while some respond to complaints from your existing customers. Every such communication holds crucial data that needs to be collated. Furthermore, it is possible that more than one team member may be interacting with a client. If all these details are stored in separate locations, it will hamper the productivity and efficiency of your team. Hence, you need Kylas + Business WhatsApp to form a top-notch and easily accessible database.
2. Ensures Timely Actions After Every Interaction
Imagine one of your team members interact with a promising lead. The lead asks for some material to be shared and says they will revert after a few days. Almost immediately, your team member moves onto another task and the communication with the lead stays incomplete. You lose your chance at a potential sale because of a simple human error.
Instead, you can leverage your CRM to automate tasks after every WhatsApp interaction. The material requested by the prospect could have been immediately shared, and a follow up text/email could also have been scheduled. You can use Kylas’s automation features to create easy workflows and capitalize on every chat.
3. Enhances the Customer Experience
New age customers have evolved to expect nothing but the best from brands. Your best shot at retaining them and creating a loyal customer base is meeting their demands. But what do customers really expect? 83% of customers desire to interact with someone immediately after contact, while another 70% expect to only interact with people who have full context of their history with the brand. The bottom line is you must be there for your customers and communicate fast and effectively.
And for that, you need Kylas and Business WhatsApp. As previously discussed, you can set workflows to reach customers at the right touchpoints. You can also use the customer data stored in the CRM to send personalized messages to different segments of your audience. You can circulate regular updates of the customer’s purchase, and even explore opportunities to upsell or cross sell.
Making the Most of Kylas + WhatsApp Business
We’re sure that the benefits of CRM & WhatsApp Business integration as explained above have convinced you of the need for it. It can be a game-changer for your nurturing, customer engagement, and overall sales efforts.
Let us now explore how you can go a step above and make the most of the winning duo- Kylas + WhatsApp Business:
1. Expand Your Audience Pool
175 million people use WhatsApp for brand interactions daily. Integrating your CRM with this powerful platform gives you a chance to tap into a larger audience pool. Your business can witness unprecedented growth and you can make sales to interested customers in any corner of the world.
Kylas empowers you to do so with its multiple currency management feature. You can set foreign exchange (forex) rates manually and easily deal with international clients. The currency converter on deals and quotations helps to view and send quotations on in the selected currency as per the pre-set exchange rate. These quotes can be easily shared through WhatsApp using workflows.
2. Utilize Pre-built Templates
Pre-defined responses save valuable time of your teams and enhance customer engagement. These responses serve as quick and standardized replies for common scenarios, such as greetings, thank-you notes, and other frequently encountered messages.
With Kylas + WhatsApp Business, you can seamlessly utilize pre-approved messages, ensuring consistency in communication and saving time on repetitive tasks. Whether it’s initiating a conversation with a personalized greeting or expressing gratitude with a thank-you note, your team can handle every customer interaction with speed and professionalism.
Integrating WhatsApp Business with your Kylas system provides valuable insights through comprehensive reports tailored for your business needs. You can access detailed analytics, including the number of queries received on WhatsApp, the number of successfully resolved queries, feedback summaries, and customer satisfaction reports sourced from the channel.
These reports are powerful tools to help you make informed decisions. By delving into the analytics and incorporating customer feedback, you can modify your strategy to understand and address their needs more proactively. You can also use reports on customer engagement with the content circulated on WhatsApp to optimize your marketing strategy and improve the results.
4. Segregate Your Audience
No customer likes being bombarded with irrelevant texts from brands. By doing so, you dilute the potency of WhatsApp as a powerful marketing channel. Instead, you can leverage smart lists on Kylas to segregate your customers and give each segment what they are looking for.
You can use any metrics of your choice for such segregation. The biggest advantage of this is that all your messages will reach the correct audience, thereby increasing their effectiveness. Customers will keenly pay heed to your WhatsApp texts because they are highly relevant for their needs. This goes a long way towards creating a positive brand image, fostering loyalty, and boosting your sales.
In Closing
Embrace efficiency and enhance customer relationships with a Kylas + WhatsApp Business integration. It’s a sure shot path towards streamlined communication, insightful analytics, and personalized engagement to redefine your customer experience. It can take your marketing, sales, and customer service to the next level and grow your business multifold!
Click here to hear the experts of our webinar on ‘CRM + WhatsApp- The Proven Formula for 2X Revenue Growth’ share their insights on the benefits and best practices for businesses to integrate WhatsApp into their outreach strategies.
