Kommo’s Guide to WhatsApp CRM

WhatsApp CRM is a customer relationship management software that integrates with WhatsApp Business API, allowing businesses to communicate and interact with their customers from a single dashboard.

📲 To integrate WhatsApp with your CRM, you must understand the types of WhatsApp Business Accounts and integrations supported by CRMs as a whole.

Along with the regular WhatsApp app you probably use daily, two other versions are available for businesses:

• WhatsApp Business App: Free & ideal for small businesses.
• WhatsApp Business API or WhatsApp Cloud API: Paid & suitable for medium and large enterprises.

WhatsApp Business API has more advanced features but does not have an interface, which requires integration with a WhatsApp CRM.

It allows you to store all your conversations with customers in one place, so you don’t have to switch between different apps or platforms.📝

WhatsApp CRM integrations are divided into native integrations and third-party integrations:

• Native integration is a direct integration of WhatsApp into a CRM platform or software usually developed and supported by the CRM provider. This ensures a seamless user experience and, usually, cheaper rates.
• Third-party integration is developed by external providers to connect WhatsApp with a CRM system. They often have more advanced features and customization options that may not be available in the native integrations but tend to cost more.
• WhatsApp Cloud API is designed for medium and large businesses to interact with customers using Meta’s cloud-hosted version. It is considered easier to implement and maintain. You need to connect it to a BSP or CRM, or you can build your app.

It's no surprise that businesses of all sizes worldwide are implementing WhatsApp CRM to connect with their customers. There are plenty of different WhatsApp CRM solutions out there, like Kommo, Hubspot, and Zoho, to name a few. Each has its own set of features and capabilities and, of course, a price tag.

🤔 Choosing the right WhatsApp CRM solution is an important decision that shouldn't be taken lightly. Here is a list of just a few WhatsApp CRM alternatives and what they offer.

If you're looking for a reliable and effective WhatsApp CRM solution, Kommo might be the ONE. 👀You can use Kommo for WhatsApp marketing, WhatsApp sales, and WhatsApp customer service.

Let's see why you might want to consider choosing Kommo as your WhatsApp CRM solution.

The marketing team, for example, is leveraging WhatsApp CRM to enhance their marketing strategies and engage with clients more effectively. 😎 They are utilizing the platform to:

• Capture new leads instantly.
• Centralize leads from all sources in one app.
• Organize inbound leads in a pipeline.
• Create audiences & schedule personalized mass messaging campaigns.
• Launch remarketing campaigns.
• Automate marketing funnel with WhatsApp chatbot.

With its massive user base, WhatsApp is the perfect platform to connect with potential customers. And the best part? There are endless ways to capture leads using WhatsApp! 🎉

You can add your WhatsApp link or WhatsApp QR code to your website and social media channels, create custom WhatsApp chat widgets and buttons, and even build send-back web forms.

Kommo's WhatsApp CRM solution takes lead generation to the next level by capturing leads and organizing them into a pipeline.

When a lead sends a message, it appears in the unified inbox within WhatsApp CRM. With all customer communication in a single app, you can easily keep track of all messages and inquiries without checking multiple channels simultaneously. 🤓

At the same time, Kommo automatically generates lead cards for every incoming message, giving you instant access to the entire message history and contact information in one place 👍. This means there is no need to search for messages in different tabs or copy-paste data from one app to another.

Then, you can segment them into different audiences. This will help when sending targeted promotional broadcast messages via the Kommo Broadcasting Feature.📢

When the number of leads starts growing, keeping them engaged will become challenging. 🤯 But don’t worry; with Kommo’s WhatsApp broadcasting feature, you can easily send targeted promotional messages to your audience without the headache of typing them manually or copy-pasting them.

With our WhatsApp broadcasting feature, you can send messages to up to 256 contacts 👥 on your WhatsApp Business account and up to unlimited contacts if you use WhatsApp Business API.

The best part is that you can segment your audience via tags, personalize your messages, and use WhatsApp templates to enhance your promotional campaigns' effectiveness further. 📈

WhatsApp broadcasting is just one of the many features that can help your marketing team automate lead engagement and nurturing. With Kommo’s WhatsApp chatbot, your team can sigh in relief. 😮‍💨

Our visual chatbot builder is super easy to use, even if you don’t have any coding skills. You can build a chatbot from scratch or customize an existing template to suit your needs. 🤖

We all know the feeling of getting bombarded with unwanted messages.😫

That's why by offering your clients an option to opt in or out of your promotional campaigns, you can show that you respect their privacy. 🔥

With a simple opt-in process, customers can take control of their WhatsApp messages and enjoy a personalized experience with your business.

Here’s how it works:

1. You set up your chatbot to ask customers whether they want to opt-in or opt-out of receiving deals and promotions from you.
2. Depending on the answer, the bot assigns a specific tag to the contact.

Once all the tags are in, you can start your promotional campaign. 🚀

Kommo’s dashboard and statistics tab will provide you with powerful tools to measure the performance of your WhatsApp marketing campaigns. 🛠️

Our dashboard is our personal command center, where you can monitor all the important metrics in one place. From the number of unanswered messages and median response time to the percentage of monthly target sales 💸, you’ll have a centralized view that allows you to stay in control and streamline your operations.

You can also use the dashboard to monitor customer feedback and respond to inquiries in real time, improving customer satisfaction and retention.🫂 By quickly addressing any questions or negative feedback, you show your customers that you value their input and aim to provide the best experience possible.

In addition, Kommo’s stats tab offers even more in-depth analytics for your WhatsApp marketing campaigns. We are talking about win-loss analysis, consolidated reports, and even reports by customers.

Find out what’s working and what’s not so that you can adjust your WhatsApp marketing strategy accordingly. 🤓

Thanks to Kommo WhatsApp CRM, you can also shorten your sales cycle. 🔁 With its super easy-to-use interface and a ton of features, it can help you engage with leads in a more personalized and efficient way. This means faster deal closures and more satisfied customers.

With Kommo WhatsApp CRM, you can:

• Store lead information, track interactions, and set reminders for follow-ups to ensure that no potential opportunity is missed.
• Receive and process orders, update customers on order status, and coordinate deliveries.

Kommo also organizes your leads into different sales funnel stages in a bird'-eye view, providing a clear overview of the sales process. This feature makes managing and tracking their progress easier, allowing you to focus on what’s most important - converting leads into customers.

The sales team uses WhatsApp CRM to manage and organize leads effectively. They can store lead information, track interactions, and set reminders for follow-ups, ensuring that no potential opportunity is missed. 🎯

A WhatsApp multi-agent feature allows you to connect multiple WhatsApp numbers to a single Kommo account to manage your customer conversations in one place, making it easier to handle a higher volume of customer inquiries simultaneously.

With WhatsApp multi-agent, you can collaborate better with your colleagues, as you can resolve complex issues and provide more personalized customer support.🤝 At the same time, you can control who has access to what, including the inbox. And if you need to assign specific conversations to agents based on their expertise, you can also ensure your customers have the best experience possible. 🤩

You can also use virtual phone numbers for WhatsApp accounts to manage multiple numbers for different departments or regions without needing physical SIM cards. This facilitates scalable and flexible communication.

WhatsApp multi-agent can be used with both WhatsApp Business App and WhatsApp Business API. The difference is that for WhatsApp Business App, you can connect only up to 5 devices 📱, including your phone unless you are subscribed to WhatsApp Business Premium. For WhatsApp Business API, the number of users will depend on your business needs and the WhatsApp Business solution provider.

Kommo lets you create custom templates for WhatsApp and other messaging platforms. With WhatsApp templates, you can automatically send personalized messages to multiple people based on specific triggers, filling them with details from the lead card. 🪪

This means you and your team can respond to your leads and clients with messages within seconds instead of taking hours typing the messages over and over again.

But that’s not all - WhatsApp templates also play a crucial role in initiating conversations with leads if you are using WhatsApp Business API. To communicate with leads outside of a 24-hour window, businesses need to use a Meta-approved template according to their policy. So if you want to streamline your messaging and stay compliant, Kommo is the way to go. 😎

As mentioned before, our chatbot can do wonders. It can become a lifesaver for sales teams by automating repetitive tasks and improving lead response times. 💪 Let’s examine a few more features our Salesbot offers.

Automated follow-ups on WhatsApp

With Kommo's chatbot, you can easily automate your follow-ups, including WhatsApp follow-ups, and ensure every lead is taken care of.🙋‍♀️ With just a few clicks, you can set up the chatbot to follow up with leads who haven't responded within a certain period. Just like that:

This ensures that no lead falls through the cracks and helps to improve your overall lead engagement and conversion rates. 📈

Document generation

Our document generator bot is your personal assistant, transferring data from your Kommo lead cards straight to your document templates and creating a tailored document for each customer. 📄

With special modifiers, you can easily transfer data such as dates, order prices, and more. This feature not only saves you time and hassle but also ensures that your clients receive accurate and customized documents every time. ✅

Automated invoices

On top of document generation, our chatbot can also create and send invoices to your customers.

Yes, you’ve heard that right!

Our chatbot can handle the entire purchasing process, from answering product questions to sending payment details and finalizing the sale.🤝 So just imagine how much time and effort it will save you.

With our chatbot, you can easily:

• Create customizable and automated invoices.
• Set up an automatic payment process.
• Send a payment link to customers so they can pay in one click.
• Get real-time invoice status updates.
• Automatically transfer leads to another stage of the pipeline.
• Edit and cancel unpaid invoices.

And if you are always on the go, just like most of us. Kommo got you covered.⚡️With our app, you can easily manage your leads, even when you’re out and about. In just one tap, you can have access to your lead database and your tasks and chat with your clients directly from your smartphone. 📱

The Kommo mobile app has a super easy-to-use interface. You will receive notifications 🔔 about new leads and follow-ups, ensuring that you never miss a beat.

The support team effectively utilizes WhatsApp CRM to enhance their customer support services and provide efficient and personalized assistance.🙋‍♂️

Here's how the support team is leveraging WhatsApp CRM:

• Prompt customer communication: quickly respond to customer queries, concerns, and requests, providing timely support.
• Ticket management: assign tickets, track their status, and ensure that each customer request receives proper attention and resolution.
• Personalized support: access customer profiles, previous conversations, and purchase history, enabling them to provide tailored assistance based on individual needs.
• Rich media support: share images, videos, or documents to guide customers through troubleshooting steps, provide product demonstrations, or share helpful resources.
• Proactive customer outreach: send follow-up messages, check customer satisfaction, and offer additional assistance, ensuring a proactive and customer-centric support approach.

To encourage website visitors to start a conversation with your business, Kommo allows you to set up an eye-catchy WhatsApp widget 💬. All you have to do is add an easy-install button on your website, and visitors can initiate a chat with you directly through WhatsApp with a single click.

It’s a simple yet very effective way to increase customer engagement and potentially boost your sales. Plus, it’s super easy to install and customize to fit your brand’s vibe. 🙌

Thanks to our WhatsApp CRM, another tool that will become a game-changer for your business is the WhatsApp chatbot for support teams.👨‍🔧

Our little AI friend, Salesbot, will give your customers quick access to information about their orders, answer frequently asked questions, engage with leads and clients 24/7, direct them to the right sales team reps, or collect feedback - all without waiting on hold. 💃

The best part, it can learn from customer interactions and improve its responses over time.

Still unsure about the benefits of WhatsApp CRM?

Here are a few examples of businesses across various industries and countries unleashing the power of WhatsApp and Kommo CRM to improve customer communication, streamline workflow, and drive growth.

From small startups to established enterprises, these businesses have all witnessed tangible results and improved customer satisfaction after implementing our CRM solution. 🏆

When managing the sales of their real estate projects, Gardens Desarrollos from Argentina faced a daunting challenge.😩 That's when they turned to Kommo for a solution. The platform allowed them to centralize all their sales management and advisory operations into a single, streamlined tool.

See how our WhatsApp CRM solution can help you easily manage your customer interactions and improve your sales funnel.

With the help of Kommo CRM, Colombian travel agency - SmarTravel has been able to attend to their customers 24/7 and generate sales through their bot, inform clients about their desired destinations, help plan their trips, and provide advice. All of that without the need for direct communication with customers.🤖

To see how our WhatsApp CRM solution can transform your business, watch the video below:

Now, this one's for you, coffee lovers.☕️

Fausto Russo has jump-started his business by creating a new coffee culture in Venezuela. He implemented Kommo CRM, which successfully allowed him to meet the growing customer demand and streamline event organization.

Watch this video to discover how he did it:

Grupo Nexo, a real estate law agency in Columbia, easily manages hundreds of clients via WhatsApp, Facebook, Instagram, and email with the help of Kommo CRM.💪

Learn how to use WhatsApp to build customer loyalty and increase retention. Watch the video below:

Brainshock Group, based in Argentina, has revolutionized online education with their school for sommeliers using Kommo.🍷 Our CRM solution has unified sales, suppliers, students, courses, and careers into one tool, streamlining their work and allowing them to expand to other countries.

Want to streamline your operations and improve customer satisfaction? Watch this video and see how our WhatsApp CRM solution can help.

Find out how this group of young Venezuelan entrepreneurs formed a Marketing 360 company and leveraged Kommo to filter leads, perform digital campaigns, process hundreds of orders, facilitate communication, and make work processes more effective. 💁‍♀️

See how our WhatsApp CRM can help you track your team's performance and optimize your sales strategy. Watch the video below:

Managing an international sales team can be challenging, but Kommo has turned this challenge into a competitive advantage.😎 Toteat, a company that develops software for managing restaurant operations located in Chile, needed a tool to make it easier for their business to expand to different countries without losing any leads. Kommo became just that tool.

See how our WhatsApp CRM solution can help you improve your customer engagement and retention. Watch this video to learn more:

If you are looking for the best CRM for small businesses, listen to this story by PZR Pizarras Adhesives, a family business based in Peru that was struggling to keep up with their growing demand and found a solution in Kommo.🔥

See how the Kommo WhatsApp CRM solution can help you save time and resources while driving more sales and improving customer engagement. Check out this video now:

Antonio Parada and a group of entrepreneurs from Venezuela created Casa del Diabético to help patients with diabetes manage their treatment without leaving the house. 💉 With Kommo, they created an efficient system to improve response time, optimize their operations, and increase sales. Now, they can serve up to 200 people in one morning and remotely monitor their entire business operation.

Watch this inspiring story and see how businesses like yours are leveraging WhatsApp to drive more sales:

André, the leader of Monissa, a Brazilian healthcare company, used Kommo to optimize customer communication and retention while expanding his business throughout Brazil.

See how businesses use WhatsApp to improve customer service and boost sales. Watch the video to get inspired:

Kommo helped Moisés from GPS Shield streamline sales processes for his vehicle access control system across multiple buildings with minimal staff. Automated payment and post-sale reminders that he set up in Kommo allowed him to be in control and follow up with clients who had purchased his subscription. 🤖

Want to streamline your operations and improve customer satisfaction? Watch this video and see how our WhatsApp CRM solution can help.

BHL chose Kommo to facilitate high volumes of inquiries and sales and help them position their unique product to both B2B and B2C clients across Costa Rica. 🥳

Learn how to use WhatsApp for customer research and seamless communication. Watch our video to find out how it can benefit your business.

Our client, Gilson Rodrigues from Brazil, shares how Kommo and WhatsApp integration gave him control of what was happening in his stores, improved communication with customers and the team, and recovered 80% of his lost sales. 😱

Discover how to use WhatsApp to provide a seamless customer experience and improve your brand reputation. Watch this video to learn more.

Kommo provides different ways to start working with Whatsapp in the CRM.

1. WhatsApp Cloud API integration

2. WhatsApp third-party integrations

The WhatsApp Cloud API helps medium and large businesses to interact with clients using Meta’s cloud-hosted version. It offers many features that empower businesses to connect and engage with customers.

You can use Kommo as your front-end interface to interact with your clients by integrating the API with Kommo account.

Meta emphasizes that they recommend that the majority of businesses use the Cloud API due to ease of implementation and maintenance. Here are more benefits you can enjoy using WhatsApp Cloud API 👇

Kommo also offers WhatsApp third-party integrations. Here are some examples of WhatsApp providers you can find in Kommo:

In today's digital age, businesses must communicate effectively with their customers across multiple channels. Kommo WhatsApp CRM, with a unified inbox and a Salesbot, offers a powerful solution to manage all customer interactions from a single app, simplifying communication and enhancing customer engagement.

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