…Salesforce and WhatsApp Partner to Transform How People and Businesses Engage Globally
Messaging is the next great customer engagement frontier and a preferred customer engagement channel – 66% of online adults agree that messaging is their preferred way of communicating with a business*. Customers expect timely and personal interactions, conveniently within their preferred channel, that deliver richer, personalized experiences that seamlessly connect the full brand relationship.
WhatsApp-first business messaging will bring the companies’ best-in-class capabilities to deliver modern, convenient, integrated, and personalized experiences between people and businesses, worldwide. This integration will transform how brands connect seamlessly with consumers through conversational engagement across marketing, commerce, and service interactions. And, companies will activate their customers directly through the brand-new Salesforce Genie, a new data platform powering the world’s first real-time CRM that delivers seamless, highly personalized experiences across sales, service, marketing, and commerce. This enables companies to target those audiences with real-time data that informs Click-to-WhatsApp ads on Facebook and Instagram to drive customers to a one-to-one messaging experience.
The new integration will enable brands to easily customize their experience to connect with their customers in a fast, simple, and personal way to answer questions, provide support, and promote and sell products. This increases engagement, loyalty, convenience, interaction, and satisfaction for both the brand and the customer.
According to Rafi Nulman, Product Strategy at Meta, “
The world’s most popular communication tool teams up with the world’s most popular tool to manage business communication.
When we first started investing in #BusinessMessaging a few years ago, it was a theoretical concept.
Now it’s real. It’s happening now.”
“L’Oreal is on a mission to invent the future of beauty, which also requires us to revolutionize how we connect with our customers around the world. Our customers move fast – we not only have to keep up but exceed their expectations across every interaction. As more customers use their mobile devices as their primary way to engage our brand, we need a single messaging solution that pulls in information across sales, service, marketing, commerce, and IT, to help us deliver personalized customer service, deliver product recommendations, and increase sales. Being able to do all of the above on WhatsApp as a single messaging platform could have a tremendous opportunity in beauty, to drive conversational commerce and build greater engagement,” said Asmita Dubey, Chief Digital & Marketing Officer at L’Oréal.
Being able to do all of the above on WhatsApp as a single messaging platform could have a tremendous opportunity in beauty, to drive conversational commerce and build greater engagement
ASMITA DUBEY, CHIEF DIGITAL & MARKETING OFFICER AT L’ORÉAL
- Salesforce will offer WhatsApp-first business messaging to customers as a new way to sell, market, and support right from a conversation to increase customer engagement, accelerate sales, and drive better customer support outcomes
- Messaging is the next great customer engagement frontier and preferred customer engagement channel – 90% of customers say the experience a company provides is as important as its products or services, and 66% of online adults globally prefer messaging as a way of communicating with a business
- Salesforce customers like L’Oreal will transform their customer engagement through a WhatsApp branded experience that allows for faster, richer interactions; continuous and persistent conversations; and 24/7 support – all within a messaging thread
