The WhatsApp integration with Hubspot CRM is now native. This is news that many have been waiting for.
Monitoring each user's conversations, across all channels, usually can be difficult, time-consuming, and returns poor experiences if you work in silos.
With WhatsApp Business connected to the inbox in HubSpot, now your teams can easily get a rich context and conversation history for each person. Providing a level, seamless experience becomes the new standard, not just if you're in support.
If you use HubSpot Marketing and Service Hub Professional or Enterprise, now integration with WhatsApp Business is native.
Digital marketing is changing, to reach your customers you need to connect in new ways
Every user needs to communicate easily and frictionlessly even when asking for information, shopping, or needing assistance, just as they do with friends and family. If a company can "meet" them right where they are and has a rich context, conversations become empathetic, human and fluid.
This is why for a long time many of us have wanted to integrate and manage with agility in HubSpot, among the contact channels, in addition to Facebook, email and contact forms, also WhatsApp.
"We're excited to integrate WhatsApp and launch aset of integrated features," explains Steph Cuthbertson, Chief Product Officer at HubSpot, "including the unified mailbox, automations and customizations for those using our Marketing and Service Hub products.
Digital marketing is changing, to reach your customers you need to connect in new ways!
With a deeply connected platform like HubSpot, all interactions are automatically measurable, you can track effectiveness and maximize ROI."
You can now connect your WhatsApp Business account to the HubSpot inbox that collects conversations from multiple channels. Once connected, messages sent to your WhatsApp phone number will create a new thread in your inbox."
WhatsApp Business: the world's most popular messaging app
With over two billion monthly active users, WhatsApp is the most popular messaging app in the world. Regardless of the size of any business, WhatsApp should be aligned and included in every business strategy.
Why has it been so successful? Although it was born in 2019 as a messaging service to connect people, eCommerce has certainly become preponderant in its offerings.
Customers want to communicate with companies on the channels they already use. The ability to use text, images, video and do it in such an impromptu way is a winner. In addition, constant updates, such as the product catalog and other features, make the platform up-to-date and constantly evolving.
Business messaging as a new source of revenue
Meta wants to target enterprise messaging as a potential new source of revenue.
At the WhatsApp Business Summit in São Paulo, Meta CEO Mark Zuckerberg unveiled the pilot project that will start in the country and introduce a business directory in the WhatsApp messaging service .
Any user will be able to search WhatsApp for businesses by category, geolocating them and getting information before chatting directly with them.
Brazil, will be the first country to see the new tools implemented, because WhatsApp is the most installed and used messaging tool in the country, Meta has even appointed a WhatsApp General Manager, Guilherme Horn.
Businesses lose sales every time a user has to leave WhatsApp, buyers have to use various services before completing an online sale, and small businesses especially struggle to keep up with this customer journey. WhatsApp meets all expectations by turning them into new business.
Each user can find, send messages and buy from the same WhatsApp chat
"The goal here is to make it so that every user can find, message, and buy from a company all in the same WhatsApp chat," said Mark Zuckerberg.
If opening a new chat with a company before required adding a phone number to your contacts or clicking a link from a different platform, the launch of this new directory will allow users to find any organization with WhatsApp messaging accounts and easily access customer service chats.
If you are not engaging customers on this channel, you may be missing an incredible opportunity. Don't have a WhatsApp Business account? Don't wait to open one, it's free and easy to set up.
WhatsApp and HubSpot: the benefits of integration
Using WhatsApp with HubSpot allows you to send customized messages and timely communications.
With HubSpot's WhatsApp integration, you can track all customer conversations from a single platform, so your customer service and marketing teams never miss an incoming message.
You can use welcome messages, automate abandoned cart messages, or send new ones based on purchases. Customers can respond, so the conversation is two-way, the most human connection, albeit on a large scale.
Here are some advantages:
.- creates large-scale custom connections with two-way conversations;
- track all your customers' conversations from one place: automatically record all conversations in your HubSpot contact history;
- get visibility into how customers interact with your organization, view and share all WhatsApp conversations with the team in the HubSpot CRM;
- manage all WhatsApp messages from your shared inbox;
- get notifications for new messages and add new contacts automatically;
- address customer concerns quickly, right within HubSpot.
- use the power of HubSpot workflows to automate WhatsApp communications, target customers with automated messages to keep them engaged and informed;
- automates abandoned cart messages;
- creates HubSpot triggers based on message content and status, to send emails, create tasks, and more.
WhatsApp and HubSpot: how does the integration work?
The WhatsApp integration is extremely simple and efficient, your team does not have to learn a new chat tool or use personal devices.
With the same familiar shared mailbox, you can welcome customers on their preferred channel, response time is unbeatable!
Here are some details about how the WhatsApp Hubspot integration works that you should know:
- the Marketing Hub and Service Hub subscriptions (Professional and Enterprise) include a maximum limit of 1,000 WhatsApp conversations per month. If you need to add them, it is easy to proceed with the upgrade. Unused conversations are not repeated month to month.
- WhatsApp Business is connected to HubSpot as a channel, such as email, chat, Facebook, form, and so on. If you don't have a WhatsApp Business number yet, you can create one.
- You can respond to conversations both on the desktop and using the HubSpot Mobile App. Messages can include multimedia audio files, voice notes, stickers, pictures, and videos. You will receive a notification with each new WhatsApp message, but you can turn off these notifications in your settings
- remember that you can finalize the integration only if you have a WhatsApp Business account
- Up to 25 phone numbers can be associated with each WhatsApp for Business account.
- After linking your WhatsApp Business account only new conversations, not previous ones will be synchronized with HubSpot.
- Once connected to HubSpot, messages will no longer appear in the WhatsApp Mobile App or Web App, butonly in the conversation inbox in your HubSpot account.
- Contacts can use a keyword in a WhatsApp thread to enable or disable receiving WhatsApp communications from your company. HubSpot provides a specific set of keywords to enable opt-in and opt-out consent. Of course, you can manually change a contact's WhatsApp subscription status from the record itself if you have received his or her explicit and verifiable consent to receive WhatsApp communications from your company.
- You must clearly inform anyone who sends a message to your WhatsApp Business account that they agree to receive messages from your company. You must state the name of your business and comply with all applicable laws and also update all relevant legal documents, including the Terms of Service and Privacy Policy.