Meet Customers Where They Are with the WhatsApp Integration

[NatGutierrez]

Did you know over 2 billion people use WhatsApp today? This means your prospects and customers could already be there!

When thinking about expanding the channels you use to communicate with customers and meet them where they are, WhatsApp is a great option. In this blog post, we will discuss the flywheel model and how you can leverage the WhatsApp Business integration with HubSpot to Attract, Engage, and Delight your customers.

Getting Started with WhatsApp Business

To integrate WhatsApp with HubSpot, you will first need a WhatsApp Business account. To set it up you can follow the instructions here: Connect a WhatsApp channel to the conversations inbox.

With your WhatsApp Business account, you will be able to connect with your customers by sending templates—pre-created structured messages—or replying when they initiate a conversation. Keep in mind that templates need to be approved by Meta, and poorly written or unsolicited cold messages may not be approved.

Once you have adopted this new channel, make sure your prospects and customers know about it by promoting it using:

• QR codes
• CTAs on Landing Pages and Emails 
• Click-to-chat Meta Ads
• Add your WhatsApp link to your social media platforms

Attract leads with WhatsApp as a Marketing Channel:

If you are looking to expand your marketing strategy, studies have shown that WhatsApp messages have an open rate of over 90%*. To make the most of this, we recommend:

• Segmenting your contact list – ensuring your messages reach the right audience 
• Sending messages that are expected, timely, and relevant

• Limiting template messages to once per week – otherwise, you risk your messages being ignored or, worse, marked as spam!  

Some example templates include sharing new products, lead nurturing, and more:

Hey [Customer Name], planning your financial future? Here’s a quick tip: getting up an emergency fund can help you stay prepared for unexpected expenses.

We’re here to help you make the most of your money! Reply ADVICE to chat with an expert or explore our financial solutions here: [Website Link]

Looking forward to guiding you on your financial journey! 😊🏦

When implementing your marketing strategy, set clear goals for your team. Researching expected conversion rates will give you insight into how many Marketing Qualified Leads (MQLs) your team should aim to generate.

Pro Tip: Access and edit your Templates directly from HubSpot!

Engage prospects with WhatsApp for your Sales Teams:

When using WhatsApp, sales reps can improve productivity by leveraging the efficiency of a conversational chat channel compared to traditional meetings or calls. WhatsApp also records conversation history, and with HubSpot, all contextual information is stored to create an excellent prospect experience. The best part? You can integrate HubSpot productivity tools like Meetings, Templates, Snippets, Quotes, and even automate efforts with Workflows.

WhatsApp templates for engaging prospects could include targeted offers or product recommendations. Remember, the goal is to be concise and friendly to nudge prospects further down the sales funnel.

Delight your customers with omnichannel support:

Since the pandemic, conversational channels have become the preferred method of customer communication, often replacing emails and even phone calls! So why not use a platform your customers are already familiar with, providing timely, personalized support?

WhatsApp for customer support is a scalable and cost-effective solution that benefits both customers and support reps. Since it's already connected to HubSpot, your team won’t need to juggle multiple platforms.

How to personalize your customer interactions:

• Use their name and reference past interactions with your business
• Send product suggestions based on previous purchases
• Offer to rebook an appointment with a familiar team member 
• Clearly communicate your response time expectations 

Templates here can be used to receive feedback, schedule, or rebook an appointment!

Example Template:

Hi [Customer Name], it’s important to keep your smile in top shape! ✨ Schedule your next dental check-up with [Clinic Name] today.

📅 Available slots this week:

🕒 [Date & Time Option 1]

🕒 [Date & Time Option 2]

Reply 1 to book, or 2 to choose a different time. We’re happy to help! 🏥

Looking forward to seeing you soon! 😃

Integrating WhatsApp with HubSpot allows businesses to Attract, Engage, and Delight customers through a powerful, widely used communication channel. Whether you’re looking to boost marketing engagement, enhance sales efficiency, or provide top-tier support, WhatsApp can be a game-changer.

Start leveraging this tool today and meet your customers where they already are—with HubSpot and WhatsApp! 🚀

Want to learn more? Check our HubSpot Academy WhatsApp Course: WhatsApp Marketing for Business

References:

* 4 Ways Marketing Leaders Should Be Using WhatsApp to Help Achieve Business Goals - 2023