Meta Partnership with Salesforce Brings “Business” on WhatsApp

On July 26th, Meta announced a new partnership with Salesforce which will provide SMS chatbot services for all WhatsApp users where companies on their platform can use WhatsApp business messages to answer customer questions, run marketing campaigns and sell directly in chat.

The partnership between Meta and Salesforce will help businesses on WhatsApp by providing them with the tools they need to be successful. WhatsApp is a messaging app with over two billion users worldwide. Salesforce is a leading customer relationship management (CRM) company. This includes access to customer data, marketing tools, and support from experts in the field. With this partnership, businesses will be able to reach more customers and provide them with the best possible experience. Mark Zuckerberg, the CEO of Facebook, said that “WhatsApp is one of the most popular messaging apps in the world with over 1.5 billion monthly active users. We’re excited to partner with Salesforce to give businesses the ability to reach these users in a new way. More and more people prefer to communicate with businesses over text. That’s why we launched our Cloud API earlier this year and are now partnering with Salesforce”. This partnership will give businesses access to customer data, marketing tools, and support from experts in the field. This partnership is a win-win for both companies and businesses. This will help businesses on WhatsApp to be more successful by reaching more customers and providing them with the best possible experience.

In its recent survey, Salesforce surveyed over 13,000 consumers and nearly 4,000 business buyers across 29 countries and found that 90 percent of customers say the experience a company provides is as important as its products or services, and 66 percent of online adults globally prefer messaging as a way of communicating with a business. WhatsApp-first business messaging will deliver modern, convenient, integrated, and personalised experiences between people and businesses, worldwide.

On July 26th, Meta announced a new partnership with Salesforce which will provide SMS chatbot services for all WhatsApp users. This will be done through a network of international carriers and using Meta’s analytics for data sharing. Salesforce has been providing business-class applications for many years, but this is its first foray into the chatbot market. It is not clear how quickly the service will be rolled out to users, but it is expected that it could reach five million businesses in less than 18 months according to one report by Bloomberg. This partnership between Meta and Salesforce is designed to help businesses on WhatsApp by providing them with the tools they need to be successful. With this partnership, businesses can expect to have access to customer data such as phone numbers and email addresses and they will also have access to marketing tools like content management systems and advertising on Facebook. Along with this information, businesses will also receive support from experts in the field who can help them get started.

The messaging app added that the partnership with Salesforce, the world’s largest CRM platform will bring many more businesses to use its service to connect with their customers. As per the company’s statement in a blog post, “Earlier this year, we opened up the WhatsApp Business Platform to any business across the world to help them get started on WhatsApp in a matter of minutes – deepening customer relationships, driving sales and providing support efficiently and delightfully”.

Meta founder and CEO Mark Zuckerberg announced a new strategic partnership between Meta-owned messaging app WhatsApp and software company Salesforce. The company claims that this “integration will help businesses build experiences to chat with customers on WhatsApp while being able to manage communication directly from the Salesforce platform.”

“We want more people to benefit from faster, richer interactions, and we continue to invest in ways to make it quick and easy for businesses to get up and running on WhatsApp,” said Matthew Idema, VP of Business Messaging at Meta.

It can be considered that, by partnering with Salesforce, the world’s largest customer relationship management (CRM) platform, many more businesses will be able to use WhatsApp to connect with their customers seamlessly.

“For example, as a part of the pilot for the integration, L’Oreal group brands will use WhatsApp to reconnect with consumers who had previously left items in a shopping cart and will send them coupons and offers, right on the chat thread,” the company said.

As per the opinion of Asmita Dubey, Chief Digital & Marketing Officer at L’Oréal, L’Oréal company was on a mission to get in touch with their consumer. She thinks it will resolve the matter and can be connected to customers throughout the world.

Zuckerberg, in a Facebook post, said: “We’re partnering with Salesforce so all businesses that use their platform can use WhatsApp business messages to answer customer questions, run marketing campaigns, and sell directly in chat. More and more people prefer to communicate with businesses over text. That’s why we launched our Cloud API earlier this year and are now partnering with Salesforce.”

“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 personalised 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 to drive conversational commerce and build greater engagement.”

Michael Affronti, General Manager of Messaging at Salesforce, said: “Our customers are engaging audiences in the US and globally, which requires them to constantly find ways to improve the customer experience by connecting every customer touchpoint into a source of truth to create truly personalised experiences, at scale.

A possible scenario of how this works could be that a customer receives a WhatsApp message with a reminder about an upcoming order arriving next week. As an extra incentive, the message could include a promotion with a 20 percent discount for a new or related product offering.

This announcement was made after the announcement of Reliance JioMart partnered with Meta to sell groceries on WhatsApp chat.

After this collaboration, a company or proprietor can contact to their customers directly. They also can establish a strong relationship with their consumers. And it will help them to bring the revolution in terms of product quality and other services.

Salesforce integration with WhatsApp Business Platform for Marketing Cloud is expected to be available in December 2022.

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