How WhatsApp increases revenue, as well as customer interactions and loyalty.

Salesforce's Marketing Cloud, Service Cloud, and Commerce Cloud applications will be integrated with WhatsApp to enable a promotional chat and customer service, and soon, transactional conversational commerce functionalities.

Companies will be able to transform the relationship between brands and customers into billions of conversations, personalizing chat experiences for each consumer on a large scale. This way, customers can interact with the audience on WhatsApp, accelerate sales, and improve ongoing support. Here are some of its features:

Create a comprehensive customer journey: Create, send, and manage customer contacts throughout their journey using WhatsApp and use Journey Builder to deliver optimal experiences. For example, customers could receive a WhatsApp message reminding them about an order arriving next week. As an added incentive, the message could include a promotion with a 20% discount for a new or related product. The user would have the option to confirm with a button if they want to automatically add this new product to their next order.

Personalize every moment and message with Marketing Cloud Customer Data Platform: With Marketing Cloud Customer Data Platform, a solution powered by Salesforce Data Cloud, Salesforce customers can personalize marketing interactions on WhatsApp in real time using reliable first-party data. The business messaging service with WhatsApp will leverage AI-driven insights from Salesforce and other sources to personalize customer interactions with smart promotions and recommendations at every step and on a large scale. Brands can also easily and directly engage the audience with Marketing Cloud Customer Data Platform, powered by real-time Data Cloud data, to target high-value or new segments through click-to-WhatsApp ads on Facebook and Instagram and lead customers to an individual messaging experience.

Enhance sales and customer service conversations with AI and automation: Reduce service wait times and improve efficiency by combining automation tools and personal interactions on WhatsApp. Salesforce customers using automation and AI-powered chatbots saw a 30% increase in customer satisfaction and over 27% increase in employee productivity, customer retention, and case resolution. According to the State of Marketing report, 60% of customers are open to using AI to enhance their experience.

Features that enrich customer conversations: Salesforce customers can use customizable message templates that include brand and product videos and images or present products and services with interactive messages that allow consumers to view and purchase products on WhatsApp. With customizable buttons, users can respond with a single tap or click or initiate actions such as opening a web link.

Inherent privacy and security: Privacy is fundamental to WhatsApp. Every WhatsApp message sent between businesses and their customers is protected by Signal's encryption protocol before leaving the device.