WhatsApp Business has become an essential tool for businesses in 2024, integrating seamlessly with HubSpot to enhance marketing, sales, and customer communications. With over 2.78 billion unique active users worldwide, WhatsApp offers a robust platform for businesses to connect with customers where they are most active. Each day, approximately 140 billion messages are exchanged on WhatsApp, highlighting its pervasive use and potential for business engagement. (Source: WhatsTheBigData)
Integrating WhatsApp Business with HubSpot’s CRM provides significant advantages. This integration allows businesses to manage customer conversations within HubSpot’s shared inbox, leveraging powerful automation and personalization tools. Teams can automate CRM data entry, trigger follow-up messages, and personalise interactions based on customer behaviour and preferences. This leads to improved customer engagement and higher efficiency in managing customer relationships. For instance, customer service efficiency can improve by up to 225%, and businesses can experience sales growth of up to 127%.
Why We Use WhatsApp
WhatsApp has had a worldwide influence on instant communications over the years and its rise in usage. Ranked the 8th most downloaded app in the world in 2023, WhatsApp’s popularity is undeniable.
In addition to its broad reach, WhatsApp offers several features that enhance business communications. For example, messages on WhatsApp have a staggering 98% open rate, significantly higher than traditional email, which typically sees open rates of around 20-30% (Mbudo). Furthermore, the platform supports rich media content, enabling businesses to share images, videos, and documents seamlessly. This functionality is crucial for providing comprehensive customer support and engaging marketing campaigns.
WhatsApp Users Against Email in 2023:
|
Metric |
|
|
|
Active Users (2023) |
2.78 billion |
4.37 billion globally |
|
Daily Messages Exchanged |
140 billion |
- |
|
Message Open Rate |
98% |
20-30% |
|
Business Users |
50 million |
- |
WhatsApp CRM: Should You Use HubSpot for Your CRM Integration?
There are a number of CRM’s on the market available for the WhatsApp Business Application Programming Interface (API), so why choose the HubSpot CRM for your WhatsApp Business account? HubSpot is one of the most comprehensive CRM’s in the market and outshines most paid CRM’s with its business benefits for marketing, customer communications and integrations. The platform thrives on cohesive software, customisable features and is easy-to-use which will solidify your Whatsapp communications and Whatsapp marketing.
3 Key Benefits of Integrating HubSpot and WhatsApp
There are 3 main benefits of creating a WhatsApp Business account through the HubSpot CRM integration with WhatsApp API, that allow businesses to catch customers where they are and nurture them accordingly.
1. Create a Single Source of Truth (SSOT)
The Single Source of Truth is a philosophy for collecting data across the enterprise and aggregating it into a central repository for business growth management. By connecting a WhatsApp Business account to a CRM used by multiple teams with the WhatsApp Business multiple login feature, conversations are now easily viewable on the platform.
2. Automate CRM Data Entry & Follow-up WhatsApp Messages
Any task that needs to be done before or after a conversation with a customer can be automated using the WhatsApp business API integration with the HubSpot CRM. Because the integration logs interactions immediately on the contact records, you are able to use messages sent and received as triggers in HubSpot workflows.
You can use these to update records within HubSpot; send internal notifications via Slack; and create automated responses with personalization tokens. Basically, anything already available to you in HubSpot's workflow actions.
3. Increase Customer Engagement
Studies have shown that messaging channels have a 98% open rate and that customers prefer receiving urgent messages through text. This means activities like customer support, account change notifications, billing reminders etc. have a quicker turnaround time and allows for personalised interaction through the HubSpot WhatsApp API integration.
HubSpot + WhatsApp Integration Case Studies
The WhatsApp Business API integration on HubSpot is one of the least expensive marketing and sales systems in the market which yields a high return compared to many other integrations available on HubSpot.
So with a high return on investment plus affordability, how can businesses take advantage of WhatsApp business? Niswey's integrations address operational problems within different industries.
Here are case studies that demonstrate how WhatsApp and HubSpot's integration can improve your business:
University of Mexico
Goal: Improving completion rate of University applications using reminders
Challenges: Leads nurtured via email to complete University applications were not responding and eventually disappeared from the sales funnel, while leads that were being successfully nurtured through WhatsApp were not tracked.
Impact of WhatsApp Integration:
- Improved conversation tracking led to a 3x increase in lead conversion in 3 months.
- Turnaround for completed applications and payments went from months to just 2 hours
Insurance Firm in The Caribbean
Goal: Collecting important documents through WhatsApp messages and storing them on HubSpot.
Challenges: Generally, insurance firms require a bulk of documentation in order to get you started with your cover. The sales and support team of this insurance firm in the Caribbean was using personal WhatsApp numbers to speak to prospects and customers and also collected the required documents. This made it difficult to track the number of prospects, conversions as well as documents.
Impact of WhatsApp Integration:
- 1 automated document organisation system that streamlined the paperwork collection process and stored documents in a centralised database.
- Documents received on the customer's timeline triggered automation to attach documents to the contact record. This gave the management team control over all data for improved tracking of the number of prospects, conversions, final customers as well as documents.
School in Mexico City
Goal: Monitoring the quality of their teams' customer communications on WhatsApp.
Challenges: All student enrollment conversations moved to WhatsApp during the pandemic. As the number of conversations increased, the COO was unable to manage and monitor all conversations for quality and effectiveness.
Impact of WhatsApp Integration:
- WhatsApp conversations are logged in the HubSpot contact timeline making it easy to track the customer journey.
- Conversations could be monitored within HubSpot helping ensure consistency of information and messaging
The future looks bright with the HubSpot WhatsApp integration, which takes the benefits of WhatsApp Business and HubSpot to the next level. To learn more and access the full event presentation, click the banner below.
If you're interested in leveraging WhatsApp on HubSpot for improved customer service and operations, speak to one of our marketing experts today.
