WhatsApp integration with your CRM system

A Dutch retailer published some interesting news: they were successful in integrating their CRM system with the WhatsApp channel. WhatsApp is currently the most often used app on mobile devices:
  • 4 out of 10 users are using WhatsApp business-wise;
  • in average people receive 65 new messages per day;
  • People in the age range of 18 and 34 even receive 150 message per day, and send 60 messages per day on average.
Deep integration between WhatsApp and CRM
For me the catch in this news is the option that WhatsApp provides options to integrate the communication stream into one's backend system. When a customer sends a message, the CRM system provides full context information towards the employee: who, what, where.


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