How Integrating WhatsApp with your CRM Improves Customer Service in Real Time!

Over 2 billion+ people worldwide use WhatsApp, and this number is steadily increasing. 73% of consumers report that they prefer to message businesses on WhatsApp over any other platform, making WhatsApp a vital communication tool for CRM strategies. This shift is changing the landscape of communication, especially in business operations like sales, customer service, and marketing.

But how do businesses leverage this trend?

Simply put, the answer is WhatsApp Integration with CRM.

Introducing WhatsApp4Dynamics

WhatsApp4Dynamics is a WhatsApp and CRM integration app designed to seamlessly integrate WhatsApp Business with Microsoft Dynamics 365 CRM. It enables businesses to interact with their customers directly from within the CRM interface, ensuring that your team doesn’t have to juggle between multiple platforms.

Now, let’s dive into the key features of WhatsApp4Dynamics and how each feature contributes to better real-time communication:

1. WhatsApp Conversation Manager

What It Does:
The WhatsApp Conversation Manager in CRM enables users to track and manage ongoing conversations, ensuring they stay on top of every communication with customers.

Example:
Your sales team can review all the ongoing conversations with a lead in the CRM interface, making it easy to provide consistent, timely, and informed responses.

Benefit:
It reduces the chance of losing track of customer communication and helps maintain a consistent, professional relationship across all touchpoints.

2. Mapping CRM Records to WhatsApp Chats

What It Does:
WhatsApp4Dynamics maps CRM records to WhatsApp chats based on the customer’s phone number, so you can instantly identify the right contact and view their CRM information.

Example:
If Henry, a customer in your CRM, starts a chat on WhatsApp, WhatsApp4Dynamics will recognize the phone number and display his CRM profile alongside the WhatsApp chat. This ensures that all communication is contextually relevant.

Benefit:
It ensures that conversations are personalized, informed, and context-aware, eliminating the need to manually search for customer details.

3. Real-Time Chat Notifications

What It Does:
WhatsApp4Dynamics instantly notifies users of incoming WhatsApp messages within the CRM, helping them respond quickly to customer inquiries.

Example:
A service team member receives a WhatsApp message from a customer about a support issue. They see a notification in CRM, prompting them to address the query immediately.

Benefit:
This feature allows for quicker response times, ensuring that no customer query goes unanswered and that users can stay updated in real-time.

4. Automated WhatsApp Messages Based on CRM Events

What It Does:
WhatsApp4Dynamics allows users to automate the sending of WhatsApp messages based on specific CRM triggers, such as order confirmations, appointment reminders, or follow-up messages.

Example:
When a new order is placed, WhatsApp4Dynamics can automatically send an order confirmation message to the customer via WhatsApp, streamlining communication and saving time.

Benefit:
Automation reduces the need for manual follow-ups and ensures that customers receive timely, relevant updates, improving customer satisfaction.

5. Chat History and Tracking in CRM

What It Does:
All WhatsApp chats are stored in CRM as chat sessions, providing a complete history of interactions with each customer or partner. This includes the message content, status (sent, delivered, read), and timestamps.

Example:
If a customer has an ongoing support issue, service agents can refer back to the previous WhatsApp chats from within the CRM to understand the full context and provide a better solution.

Benefit:
This feature ensures that all customer interactions are tracked and easily accessible, providing a clear view of past communications for better decision-making and customer service.

Wrapping Up

By offering seamless communication, automated messages, real-time chat notifications, and detailed tracking, WhatsApp4Dynamics empowers sales, marketing, and support teams to engage with customers faster and more effectively.

Looking for more ways to enhance your customer engagement?

Check out Inogic’s TextSMS4Dynamics and LiveChat4Dynamics to round out your omnichannel strategy.

TextSMS4Dynamics seamlessly integrates SMS messaging into Dynamics 365, allowing your team to send and receive SMS messages directly within the CRM.
LiveChat4Dynamics connects website visitors’ live chats directly with Dynamics 365, facilitating immediate customer engagement.

With WhatsApp4Dynamics, TextSMS4Dynamics, and LiveChat4Dynamics, you can offer your customers a consistent, omnichannel experience that strengthens communication and boosts business success.

Start using WhatsApp4Dynamics today and experience the power of integrated communication.

Try it out by downloading a 15-day free trial from our website or Microsoft AppSource.

Feel free to reach out at crm@inogic.com for any assistance or demo request.

The post How Integrating WhatsApp with your CRM Improves Customer Service in Real Time! appeared first on CRM Software Blog | Dynamics 365.