I’m receiving many inquiries for integrating WhatsApp into CRMs. The usual problem that companies have is their staff use their own phones and WhatsApp numbers to talk to their own customers, but this causes real problems.
- Ownership of the customer should be the company, not an employee.
- If an employee leaves they take the customer knowledge with them – the WhatsApp number and data disappears with the employee.
- The messages should be stored in the CRM for everyone to see. Manually uploading incoming and outgoing messages to notes in the CRM is time consuming and does not work well.
Our solution.
We use WhatsApp cloud API and a single company owned number. All incoming and outgoing messages are auto uploaded to the CRM usually via the CRM’s API. Contacts and messages are marked in our system as to who in the company manages that client so the particular employee can read and reply via our dashboard.
A CRM’s job is to centralise information and allow all authorised people in the company to access it. WhatsApp should be part of it.
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