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New Salesforce-WhatsApp integration brings marketing and service conversations together
Salesforce, a leading AI CRM has announced the general availability of Unified Conversations for WhatsApp on its platform.
The integration transforms one-way marketing promotions or service requests into dynamic, two-way conversations from a single WhatsApp number.
Instead of managing separate threads for promotions and support, customers can automatically receive personalised opt-in marketing promotions and individual support all within a single WhatsApp chat between a brand and customer.
This allows companies to use data stored in Salesforce from across their more than 900 hubs within WhatsApp to deliver personalised loan proposals, resolve concerns faster, and better support customers — all in a single conversation.
With more than two billion people using WhatsApp today, Salesforce’s new Unified Conversations for WhatsApp enables brands to connect with their customers where they are and have a single, connected, and trusted experience,” said Steve Hammond, EVP and GM, Salesforce Marketing Cloud.
“This helps brands break down barriers across their company and build stronger relationships throughout their customer’s journey, including natural handoffs from marketing to service teams, by driving the right personalised engagement, no matter where they are in the customer journey, at the right time and in the right context.” Steve added.
By combining marketing and service conversations together in Unified Conversations for WhatsApp, marketers can segment audiences and create content for marketing campaigns while giving service agents a window into customers’ interactions to provide recommended next best actions using a single WhatsApp number.
Inside one WhatsApp conversation, healthcare organisations can schedule, confirm, and provide follow-up support for procedures and appointments. Financial service institutions can also prevent fraud by offering a single experience in WhatsApp to proactively verify and provide assistance for unusual transactions.
For travellers, the combination will see them respond to personalised trip offers and book experiences through chatbot-powered prompts in WhatsApp.
