360-Degree View: Using WhatsApp History to Profile Customers in CRM

Businesses today depend on data-driven insights about customers to provide them with personalized experiences.

Yet when chats with customers are scattered across multiple WhatsApp devices, information is lost and valuable insights can’t be gleaned.

With the integration of WhatsApp with CRM, organizations can capture entire chat history and build a 360-degree customer view.

What is a 360-Degree Customer View?

A 360-degree view of your customer equates to having your interaction with your customers and their information consolidated in one place.

This may include:

• Contact details
• Purchase history
• Support tickets
• Marketing interactions
• WhatsApp conversations

When companies have access to all this information at once, they can better analyze customer behavior.

Why WhatsApp Conversations Are Valuable

Bots can handle many inquiries, and sometimes when a customer chats, they let you know way more information than you realize, like:

• Product interests
• Budget expectations
• Service issues
• Buying intent

Without CRM integration, this data is lost in chat applications.

Every conversation is valuable customer intelligence with SalesHiker.

How CRM Uses WhatsApp Data

Conversation History Tracking

All messages exchanged with a customer are stored within their CRM profile.

Customer Timeline

Sales and support agents have access to view everything that has transpired with the customer, in order. 

Lead Qualification

Chat data can help tell you whether a customer is:

• New lead
• Returning buyer
• High-value prospect

Personalized Communication

Sales reps can also email customized recommendations drawn from prior interactions.

Real Business Example

Take an online electronics retailer.

A customer was previously enquiring about:

• Laptop specifications
• Price discounts
• Delivery schedule

Months later, the sales team already knows they have the same prospective customer when they receive another message from him.

They can send relevant suggestions immediately rather than having to start from zero.

Advantages of WhatsApp CRM Integration:

• Improved understanding of customers
• Speedier conversations for selling
• Custom marketing campaigns
• Higher Support productivity
• Closer customer ties

Final Thoughts

There is gold in the conversations your customers have with you. When those insights are stored in CRM, organizations better understand who they are talking to. WhatsApp and SalesHiker integration allows businesses to create a holistic view of the customer, leading to more intelligent sales, more effective marketing and better customer engagement.