This week, AI CRM platform provider Salesforce debuted the general availability of its Unified Conversations service for WhatsApp.
The integration enables businesses to leverage WhatsApp to enhance marketing promotions or service requests and create a dynamic two-way conversation.
Moreover, the Unified Conversations service for WhatsApp consolidates separate conversation threads into a single channel, allowing customers to access personalised opt-in marketing promotions and individuals in one chat.
Steve Hammond, EVP and GM of Salesforce Marketing Cloud, added:
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.
Hammond also noted how the Unified Conversations for WhatsApp service "helps brands break down barriers across their company and build stronger relationships throughout their customer journey. "
Unified Conversations service for WhatsApp can create "natural handoffs from marketing to service teams by driving the right personalized engagement, no matter where they are in the customer journey, at the right time and in the right context," Hammond noted.
Powered by Salesforce Data Cloud
Salesforce Data Cloud powers the firm's new Whatapps CX service, enabling clients to leverage pre-existing Salesforce customer data across all platforms, services, and interactions and creating a unified platform that allows marketers to deliver optimized experiences.
Roberto Maia, Chief Information Officer, YDUQS, also added:
WhatsApp is the preferred messaging app for our students across Brazil. We look forward to learning more about Unified Conversation and how we can engage and service them better through WhatsApp and converting leads faster with this new feature.
Moreover, the data cloud provides marketing teams with suggested best subsequent actions and follow-up support for the progress of a customer conversation. The service also includes security and region enhancements, which include personalized trip offers.
Matheus Girardi, Chief Marketing and Customer Officer, Agibank, noted:
Our customers rely on WhatsApp as a primary way to engage with us. By unifying our data in Salesforce to deliver experiences in WhatsApp, we’ve been able to improve our user experience to personalize loan proposals, resolve concerns, and support customers. Salesforce’s earlier marketing integration with WhatsApp helped us triple digital sales and we are eager to do more.
Agibank is leveraging Salesforce data within Whatapps across 900 hubs to create single-channel personalized loan proposals, resolve concerns faster, and better support customers.
