Whatsapp Bot Integration With Salesforce: How Integrating Salesforce & WhatsApp Changed The Sales Outcome And Support Experience
A prominent player in the Saudi automotive industry, has successfully elevated its business operations. By integrating WhatsApp with Salesforce, the company has achieved a streamlined and efficient communication channel. This integration has empowered the sales team to engage with customers seamlessly, leading to improved customer relationships and enhanced business growth opportunities.
1️⃣ A complex Sales workflow
- Customer interacts with website and they fill form to ask questions and quotation. Sales team makes call to each prospects. It takes a lot of time, missed conversation or communication gap. So the whole process is not seamless and simple.
2️⃣ Slow Support Process & Low CSAT
- Customer logs a Case from portal or call at a helpline number, it always causes slow rate of responses and problem misunderstanding.
Tenetizer Technologies recognized these challenges and harnessed the power of Salesforce’s Einstein Bot technology to create a transformative solution.
1️⃣ A complex Sales workflow: An automated outbound WhatsApp conversation powered by Einstein Bot solved the problem – now it closes the deals seamlessly without needing so many Sales Agents.
2️⃣ Slow Support Process & Low CSAT: An inbound WhatsApp conversation with Salesforce Einstein Bot now solves 50% of the problems when customers end the chat. Is it not an amazing journey?
Outcomes of this integration
The WhatsApp to Salesforce integration using Einstein Bot, developed by Tenetizer Technologies, delivered remarkable outcomes for client companies
- Automated Customer Engagement: Companies experienced a new era of automated customer interactions. The Einstein Bot engaged with customers on WhatsApp, addressing queries promptly and providing information in real-time.
- Effortless Lead Capture: The integration facilitated efficient lead capture directly through WhatsApp interactions. Companies could capture lead data seamlessly, eliminating the need for manual data entry and enhancing lead management.
- Enhanced Customer Satisfaction: Clients witnessed improved customer satisfaction as the Einstein Bot ensured quick responses and 24/7 availability. Customers felt more engaged and valued, leading to increased loyalty.
- Optimized Workforce Utilization: Routine inquiries and tasks were efficiently handled by the bot, freeing up human agents to focus on more complex tasks and high-priority interactions.
- Seamless Human-Agent Collaboration: The integration seamlessly transitioned interactions from automated bot responses to human agents when necessary, ensuring a smooth customer experience.
Technologies & Tools
The integration leveraged Salesforce’s Einstein Bot technology, incorporating natural language processing and understanding capabilities. The Einstein Bot was seamlessly connected to WhatsApp messaging channels, enabling bidirectional communication directly within the Salesforce ecosystem:
- Digital Engagement
- Einstein Bot
- Flow & Apex
- REST API
Implementing Salesforce & WhatsApp Integration involves significant investment, making it crucial to carry out a thorough implementation process following best practices to maximize its potential.