Salesforce Revs Up WhatsApp Integration for Service and Marketing Teams
After announcing the most anticipated Salesforce WhatsApp integration in Dreamforce 2022, Salesforce has announced exciting new updates to its WhatsApp integration, making it easier than ever for service and marketing teams to engage with customers on one of the world’s most popular messaging platforms.
With more than 2.24 billion people using WhatsApp monthly and processing 1 billion messages every day, WhatsApp has become an essential tool for global communication.
The messaging app’s international reach is a significant advantage for businesses looking to expand their customer base, as it enables them to communicate with prospects and customers worldwide without the need for local telecom providers.
In its roadmap to build a strategic partnership with WhatsApp, let’s find out what Salesforce offers in this new integration for service and marketing.
What’s included in the new WhatsApp integration
Salesforce’s latest WhatsApp integration updates will enable service and marketing teams to leverage the platform’s power more effectively, streamlining communication with customers and improving the overall customer experience.
The new integration updates will offer several key benefits for service and marketing teams, including:
- Automating customer support
In Salesforce’s Contact Center for Communications, the new integration of WhatsApp for Service will allow providers to deliver consistent, personalized experiences in real-time.
AI-powered chatbots can automate routine requests, and users can use audio and video files, list messages, buttons, stickers, and emojis within the popular messaging app to engage in richer conversations.
- Delivering personalized marketing messages:
Marketing teams can use the new integration of WhatsApp for Marketing to deliver personalized messages directly to customers via WhatsApp.
Enhancements to the integration, such as WhatsApp for Marketing Rich Media, will allow customers to easily communicate with customer service representatives and add support for rich media.
According to Patrick Beyries, SVP and General Manager of Salesforce’s Service Cloud, “WhatsApp is an incredibly powerful tool for connecting with customers all around the world. We’re excited to offer these new integration updates to help service and marketing teams leverage the platform’s full potential and provide a better customer experience.”
The new WhatsApp integration updates are currently in development and are set to be released in the coming months.
And before wrapping up, be sure to take the help of the Service Cloud experts at Outsource Salesforce, if you need help with the Service Cloud Implementation in your business. Get in touch today!