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Everyone is talking about Salesforce Genie but let’s not forget to discuss one of the most incredible tech partnerships announced at Dreamforce ’22.
The most popular CRM platform Salesforce and the most loved messaging platform WhatsApp announced a partnership that allows Salesforce customers to reach out to their customers and create a new enhanced communication experience with WhatsApp.
Mark Zuckerberg, Co-founder, and CEO of Facebook, announced that by collaborating with Salesforce, all the organizations that use Salesforce could utilize the WhatsApp business messaging platform to answer customer queries, run marketing campaigns, and sell directly via messages. This integration totally makes sense as more and more people prefer to talk and communicate with businesses over chat.
This collaboration will enable companies to deliver convenient, modern, personalized, and integrated experiences to customers across the globe.
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This integration is going to revolutionize how brands connect with customers through conversational relationships in marketing, service interactions, and commerce. And with the invention of Salesforce Genie, organizations can now directly activate their customers. The Genie will allow the organizations to capture the audience with real-time data that displays Click-to-WhatsApp ads on Instagram and Facebook to generate customer traffic to a one-to-one messaging experience.
The partnership will also allow companies to effectively customize their experience to interact with their audience in a simple, personal, and quick manner to respond to their queries and sell and promote their product. So, it will boost the loyalty, engagement, interaction, and satisfaction of both the customer and the brand.
Salesforce & WhatsApp Partnership
Now, let’s shed some light on how WhatsApp with Customer 360 increases revenue, customer engagement, and loyalty globally.
Salesforce’s Service Cloud, Marketing Cloud, and Commerce Cloud apps will connect with WhatsApp to assist with customer service and promotional messaging. And it will also assist the transactional and conversational commerce capabilities.
Organizations will be able to change the way conversations happen between the brand and the customer by personalizing the messaging experience of every customer at every stage.
It will allow customers to interact with the audiences on WhatsApp, boost sales, and drive better customer support 24/7.
Features include:-
- Create, handle, and send connections with customers on their WhatsApp journey and Journey Builder to build a flawless customer experience
- Through the Salesforce Marketing Cloud Customer Data Platform, marketers can personalize the marketing-driven traffic on WhatsApp in real time. WhatsApp will benefit from the AI insights from the Salesforce platform and other sources to personalize customer interaction by providing exciting offers, recommendations, and promotions at any scale
- Decreased waiting time during a support call and boosted efficiency through effective automation and personal interaction via messaging on WhatsApp. Salesforce customers utilizing tools like AI-powered chatbots and automation experienced a 30% increase in customer satisfaction and a more than 27% boost in productivity, case resolution, and customer retention.
- Salesforce customers can customize the message template that includes their company’s product images and videos or display the services and products with appealing messages that will give customers the option of reviewing and buying the product on WhatsApp.
- Customers don’t need to worry about a data breach or privacy issues, as privacy is at the core of WhatsApp.
Therefore, with AI and automation, customer interaction will boost because audience segmentation and targeting will be quick, effective, and streamlined.
The Salesforce and WhatsApp Business Platform partnership for Marketing Cloud will be Generally Available (GA) in December 2022, with more integrations expected to be GA in the coming months.
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The Salesforce and WhatsApp Business Platform partnership for Marketing Cloud should be available in December 2022, with more integrations expected to be generally available in the coming months.
Summing Up
As the Dreamforce ’22 ends, there’s still much more to look forward to in the Salesforce world. Salesforce will continue to surprise us, and to ensure that you never miss the update and information on the latest changes, Sign Up on saasguru now!
