It is not wrong to quote that everybody relies on cell phones nowadays, and it has become the first thing to check in the morning. With the addiction to this marvelous technology, the usage of cell phones is only increasing. Mobile phones allow us to stay connected with everyone, no matter how far the person lives geographically. In the list of 20 most globally used app, the top five places are account by messaging apps. (Source: https://blog.sagipl.com/most-used-apps/ )
With the increased usage of messaging apps, businesses have begun to use CRM platform to connect with their customers. It helps the brand to strengthen customer-brand relationships. Also, this platform creates an immediate pipeline to communicate with the brand for any query or concern.
Benefits of Integrating Messaging Apps with Your CRM System
Survey reports have shown that there is seven times more possibility of conversion for businesses that follow-ups with their lead within 1st hour after receiving a query.
The integration of the messaging app with your existing CRM allows your support team to assist multiple customers at the same time. It provides a private platform for your customers to submit their queries or complaints. It not only curbs down the complaining post on social media but also saves the confidentiality of customer information. Integration of messaging app also provides the option to send the reminder, promotional messages to the customer, and also log the conversation details in your CRM. Studies show that about 90% of text messages are read within 3 minutes of delivery, and 99% of all text messages marked “read by the recipient”.
Improves Team Efficiency
Apart from customer support, this integration also proves to be very beneficial for backend work. It allows sending messages and records the same into your CRM. The team can access the buying pattern and impact of different campaigns. It reduces the manual work of feeding the individual data into CRM. It gives a detailed view of the interaction between customer and brand, which helps every department to assist better and faster. Managers can oversee the work report of everyone as individuals and as a team. They can plan their upcoming marketing campaigns and improve their approach.
Apps That Can be Integrated with CRM System
Whatsapp is the most used app globally. (Source:https://blog.sagipl.com/most-used-apps/)
It is the best platform to approach the customer and also to coordinate with the team internally. It enhances the effectiveness of overall business interaction by making it real time and interactive from the customer side.
Working on different levels of customer support and maintaining the team data, customer records, and interaction; separate records can be overwhelming. Thus, to increase the efficiency of customer interaction with the brand, the CRM should connect with the contact center. Using Twilio, your team can approach the clients from different channels. They can add videos, voice, and other pre-build different templates. It is customization friendly app that allows customization of programs, call routing, agents desktop UI overview, etc.
It is one of the most popular social platforms used by people around the globe. The integration of facebook messenger curbs down the manual work of downloading the lead and creating a separate spreadsheet for the same. It helps your team to take action on new leads on a real-time basis. Studies have shown, a prospect is 21 times more likely to become a quality lead if approached within 5 mins of receiving a query.
[Source: www.leadresponsemanagement.org/lrm_study; 2009]
This app is one of the most advanced messengers, which helps in providing seamless customer support. It accumulates the interaction information in one place so different agents can continue the same conversation without any interruption. Managers can set the workload allocation so that the chats can be assigned to the relevant agents, and also CRM can keep track of ongoing activity for every individual assigned case.
SnapChat can use to reach the customer to provide support, promotional campaigns, and feedbacks. It includes the report to analyze the performance of different campaigns and agents based on chat handled.
FreshChat offers to run customer support and backend work within the same dashboard. An agent can convert the FreshChat conversation into tickets whenever required. Agents can use different templates, practices, images, and emoticons to make the conversation more interactive.
Apps Integration with Various CRMs
Integration with SuiteCRM
SuiteCRM solution provides integration with every messaging app without any hassle. Your team can use the pre-built email template for sending messages on different platforms from different modules. It helps is automating the workflow by assigning the lead to the relevant department. It helps your team to assist the customer on the various platforms using the same dashboard and save the information. It eases the further process and helps in providing the friction-less customer experience.
Integration with Salesforce
Integration with ZohoCRM
Integration with MS Dynamics
The Way Forward
If you are ready to boost your CRM power by integrating it with different messaging apps, our experts can help you. Our industry-leading service made us the top preference of many brands for any CRM solution help. We can assist in integrating various apps with your CRM to increase revenue and efficiency. Our team provides you 24*7 support with CRM solution and also helps in customizing as per need so that you can focus on your marketing tactics.