WhatsApp CRM Integration guide

For D2C brands in India to grow socially

CRM integration with WhatsApp

Picture this - Your recent campaign on clearance sales saw open rates of 99%!

But you soon realised that the number of people who actually bought from your e-commerce website didn’t increase; instead, they were the same.

Such high open rates should ideally lead to an increase in successful checkouts—but problems like cart abandonment rate, lousy user experience, and random nudging to consumers to complete their orders have led to more user drop-off than acquiring. And this is where your team needs to know about a method to known as the WhatsApp CRM Integration guide.‍

In recent years, we have witnessed a significant transformation in consumer behaviour and their expectations when engaging with brands. Over 80% of the users were involved in abandoning transactions in the past year simply because brands asked them to install their application.

80% of user abandoned transactions

The best way around to convert consumers in this evolving landscape is by using something that provides a seamless buying experience without having them install a separate app to purchase something. This gives rise to Conversational Messaging Apps that have emerged as a dominant force, reshaping how brands communicate and replacing traditional websites or apps as the primary interface between brands and consumers.

With stats showing over 2 Billion users active on Whatsapp, it has the highest reach in terms of users and geographies. With the growing popularity of WhatsApp, integrating this powerful messaging platform with your CRM system can help brands like yours take the customer experience to the next level. 

whatsapps features
WhatsApp’s button feature. Understand clicks, understand want.

Let’s understand why we’re insisting that CRM integration with WhatsApp can be the next best thing your business should invest in and why we’re calling it a game-changer for businesses… 

WhatsApp CRM: How Can it Help Your Business in 2024?

Before diving into the crm with WhatsApp integration, let's first understand “WhatsApp CRM”.

‍What is WhatsApp CRM?

WhatsApp CRM refers to the seamless CRM WhatsApp integration that allows you to leverage the widespread coverage of Whatsapp’s features combined with features like:

  1. Efficient communication
  2. Personalised interactions, and 
  3. Streamlined data management through a CRM software 

In short, this integration will empower businesses to engage with customers better, track conversations, and provide improved customer support - all within a centralised CRM platform. 

Let’s understand these features in detail:

  1. Message Automation:

    It allows businesses to automate responses to something like FAQs or queries commonly asked by customers that ensure prompt and consistent replies.

CRM integration with WhatsApp
Automate responses to FAQs or general queries

  1. Contact Management:

    Businesses can manage customer contact information, including names, phone numbers, and chat history, within the CRM system. This is very important as campaigns require personalised communication and better understanding of customer needs.
  2. Conversation Tracking:

    This solution tracks and logs conversations between businesses and customers, providing a centralised record for future reference, analysis, and helping other team members revisit the record if needed.
  3. Analytics and Reporting:

    With data being the new oil, brands can improve conversions just by tracking data. This analysis and reporting of data is then built into insights that influence how business interacts with customers.
CRM integration with WhatsApp

Improve business strategies by analysing data

  1. Team Collaboration:

    WhatsApp CRM tools generally support collaboration among team members, allowing them to assign and manage customer inquiries, share notes, and work together, providing efficient customer support with less operational costs.

With that being the foundation of Whatsapp CRM, let us check out what different integrations in the market have to offer that help you maximise data-driven strategies…

5 Best WhatsApp CRM Integrations to Maximise Data

A good Whatsapp CRM tool can do everything, be it enabling businesses to streamline queries, organise customer engagement, automate responses, manage contact information, track conversations, or analyse data.

But when it comes to integrating WhatsApp with a CRM system, selecting the right CRM solution is crucial. 

So, here are the 5 best CRM with WhatsApp integration to consider while making a choice:

  1. HubSpot integration

    With the HubSpot tool, you can track and oversee all your WhatsApp conversations, customise data management according to your specific preferences, and adjust your strategies accordingly.

    This powerful CRM solution enables you to automate communication, manage conversations, and gain valuable insights into customer interactions. Whether responding to an inquiry or following up about a purchase, you can communicate with them via WhatsApp using text, images, or videos, all from within HubSpot.

CRM integration with WhatsApp
Hubspot WhatsApp CRM integration

  1. Zendesk WhatsApp Integration

    As the tagline suggests, ‘reach your customers on the world’s most popular, reliable, and secure messaging app, Whatsapp’, it allows businesses to send proactive messages and connect automation tools to keep customers informed at all times, helping create personalised customer journeys, leverage chatbots, and streamline communication.

    Features like live notification view let agents see social messaging conversations in real-time—even while browsing between ticket tabs.

Zendesk WhatsApp CRM integration

  1. Pragma Omnichannel CRM Integration:

Pragma’s WhatsApp CRM integration comes as a package with other platforms, and hence called Omnichannel CRM - in order to provide the most benefits; aka the Best ROAS.

CRM integration with WhatsApp
Pragma Omnichannel CRM integration

Which helps build deeper customer relationships at scale with features like bulk messaging, drip campaigns, and others with flexibility and customization options to meet your business needs.

Pragma's CRM integration with WhatsApp efficiently manages instant inquiries about orders, payments, and FAQs. It also proves highly effective in real-time optimised marketing with customers.

Meaning, brands have access to a real-time dashboard that gives access to individual customer data, campaign success rates etc based on consumer segments, locations, and more. 

  1. Zoho WhatsApp Integration

    Zoho CRM is built to get more done in less. It helps automate your workflows, processes, campaigns, customer journeys, and more so that you can focus less on software and more on relationships.

    This CRM solution best empowers with features like message templates, analytics, and conversation archives for effective customer management.

    With Zoho CRM you can harness the power of omnichannel presence and more to deliver personalised experiences that breed customer loyalty.
Zoho WhatsApp CRM integration

  1. Bitrix24 WhatsApp Integration

    The best part about Bitrix 24 WhatsApp integration is that every team member will be adequately equipped to engage with customers at any stage of their buying journey, even if there has been no prior interaction.

    With a best-in-class WhatsApp CRM solution, this caters to small businesses, offering customer management, communication tools, and automation features.

    The benefits of the CRM software here falls on both customers as well as your team—that gets complete flexibility so you can respond to clients when you’re on the go or working as a remote team.
Zendesk WhatsApp CRM integration

We also have Salesforce and Freshdesk WhatsApp CRM in the market. You can get a detailed study about these from the below links:

For Freshdesk, click here.

For Salesforce, click here.

Let's unveil the power of WhatsApp CRM Integration 

Integrating WhatsApp CRM into your business operations offers numerous advantages. With WhatsApp being a popular and convenient communication channel, by centralising customer data and leveraging features tech, this integration can proportionally improve checkout rates and reduce cart abandonment rates.

Integrating a WhatsApp CRM in India brings many new features to your business from the customers’ perspective to your operations team. Let’s understand a few:

  1. Drip Campaigns

    Drip campaigns are a communication strategy used to send targeted messages or content to prospects or customers over a specified period. The main goal of a drip campaign is to nurture leads, engage customers, or drive specific actions by delivering relevant and timely content based on the recipients' behaviour or characteristics.

    This helps companies to send promos, enable quick replies, and provide support in real-time with automated drip campaigns. With unlimited WhatsApp automatic drips, no prospect is left unattended.
  2. Bulk Messaging

    Bulk messaging refers to the practice of sending a large number of messages simultaneously to a group of recipients.

    This type of reach out to your target audience comes with the highest engagement of about 99% open rates; you can segment users by creating targeted campaigns based on demographic, location, buying patterns, or even at the SKU level.

    With a broadcasting platform, brands have seen an average of 11X return on their Ad spend through promotions via WhatsApp Business Suite. 
  3. Seamless Payments

    Getting the client to the checkout page is a big task. But the bigger task comes in when the user faces issues while making payment.

    With a platform like Pragma, NO redirection is required for users to make payments as Whatsapp Pay and Pragma can easily carry out the entire purchase process, including Payments on a single app.
  4. Catalogs and Collections

    What if you can showcase all of your products to users directly on Whatsapp? That means they don’t have to redirect anywhere.

    In this way, you can utilise Whatsapp’s interface for all your products’ offerings in a catalog in an easy way that reduces the time to check out, and even the requirement for users to switch applications or download a new one is not required.

With personalised campaigns, you connect with customers on a platform they already use, helping them feel comfortable and fostering stronger relationships. Moreover, with WhatsApp CRM integration, teams can kick off real-time communications, providing instant support and personalised recommendations to enhance the customer experience. 

The best part is - It enables multi-channel communication, giving businesses the flexibility to engage customers through their preferred channel.

Tips for Successfully Implementing WhatsApp CRM

First things first - It doesn’t require months to integrate Whatsapp into your CRM software.

With Pragma’s Omnichannel CRM integration, your D2C brand can complete this CRM with WhatsApp integration anywhere between 2 days to 2 weeks. Meaning, within days, you can start streamlining your communication strategies and improve customer service. 

With that being said, let’s understand the general steps you can follow to integrate your CRM software with WhatsApp:

  1. Understand WhatsApp Business API & Requirements: The API allows businesses to integrate WhatsApp messaging into their CRM software, although they have specific policies regarding business verification and eligibility criteria. So it becomes important for businesses to understand the criteria first.

  1. Choose an Integration Method: Determine the best integration method based on your CRM software and technical capabilities. There are two common approaches:

a. Direct Integration: Develop a custom integration between your CRM software and the WhatsApp Business API. This requires technical expertise and access to the API documentation.

b. Third-Party Integration: Explore third-party CRM software or service providers that offer pre-built integrations with WhatsApp Business API. This option can be faster and easier to implement.

  1. Set Up WhatsApp Business Account and Obtain APIs: Create a WhatsApp Business Account for your business and apply for access to WhatsApp Business API. This step may require some time and communication with WhatsApp's support team.

  1. Develop or Configure Integration: Depending on your chosen integration method, either develop a custom integration using the API documentation or configure the third-party integration. Follow the instructions provided by your CRM software or the integration provider to connect your CRM with WhatsApp Business API.

  1. Define Messaging Workflows: Determine the messaging workflows you want to implement. For example, automate responses to frequently asked questions or set up notifications for specific CRM events. Design and configure these workflows within your CRM software to trigger messages through WhatsApp.
CRM integration with WhatsApp

Once the above steps are done, it’s time to ensure your CRM is connected with other software and track the results.

  1. Connecting with other services: Integrate CRM with various services like marketing/sales tools, return management, logistics management, customer support platforms, and ecommerce dashboards. This ensures seamless data flow and enhances overall business efficiency.

  1. CRM Results: CRM provides real-time insights into customer interactions, sales, and support. It helps track leads, conversions, and customer satisfaction. Additionally, it generates reports for in-depth analysis, aiding strategic decision-making.

  1. Test and Debug: Thoroughly test your integration to ensure that messages are sent and received accurately. Debug any issues that arise and make necessary adjustments to your integration or workflows.

  1. Launch and Monitor: Once everything is tested and ready, launch the integration and start using WhatsApp within your CRM software. Monitor the performance, user feedback, and customer satisfaction to make any necessary improvements.

With Pragma offering a user-friendly interface, easy customisation, and smooth WhatsApp integration, it focuses on scalability, adaptability, and comprehensive customer engagement tools, making it a top choice for businesses seeking effective CRM solutions.

This even helps build deeper customer relationships at scale with features like bulk messaging, drip campaigns, and others with flexibility and customization options to meet your business needs. 

Can a WhatsApp CRM be Integrated with Other Softwares?

Ideally, yes, WhatsApp CRM integration can seamlessly combine with other software and systems to further enhance your present business workflow and operations. These integrations include customer support tools, email marketing software, and other data-gathering software that helps you streamline your sales funnel and provides a seamless experience to both your team and customers.

Why Should brands use a CRM with WhatsApp Integration?

With software like Pragma, integrating WhatsApp with your CRM system offers several key advantages. Let's take a look at the major ones;

  1. It centralises communication channels, ensuring all conversations and interactions are easily accessible from your CRM platform.

  1. It helps increase the efficiency and productivity of the customer support, sales, and marketing team, hence reducing turnaround time.

  1. It enables businesses to automate routine tasks, such as message responses, appointment scheduling, and follow-ups, etc.

  1. It helps businesses make data-driven decisions to build marketing & sales funnels.

CRM integration with WhatsApp

​Benefits of WhatsApp CRM

Streamlining business processes and method CRM integrations enhance efficiency and beter visibility within the organization. 

Integrating WhatsApp with your CRM system can be beneficial for strengthening up your Sales Cycle. This is where a platform like Pragma’s WhatsApp Business Suite becomes helpful, where businesses can reach over 400M users in India, all from the powerful software.

Let’s understand what benefits Pragma’s Whatsapp Business Suite entails:

  1. Automate over 75% of Support - Implementing automation in sales, marketing & customer support teams can increase marketing and sales qualified leads.

  1. 3X Customer Experience - Offer instant support/query resolution by providing best-in-class experience, 24/7, on a platform of 2Bn+ users.

  1. Boost Support Team’s Productivity by 2x - The support team can automate quick responses to some specific questions, helping them focus on more important things, while the software takes charge of addressing basic customer queries.

  1. Focused buying experience - Customers can browse, place, pay, and track orders all on WhatsApp. Businesses can answer queries, provide personalised recommendations, customised offers, and more.

  1. Improve Conversions - With the highest campaign open rates, better accessibility to the catalogue, and a seamless payment method, the user gets the best buying experience and helps convert better.

  1. Reduce cart abandonment rate - With tailored notifications and offers, nudging consumers to complete their orders based on various factors like time and interests; businesses can increase conversions by 15%. 

CRM integration with WhatsApp
reduce card abandonment rate

With that being said, we have come to the end of this exhaustive guide on how WhatsApp CRM integration is a powerful tool that can revolutionise your customer relationship management strategy. Hence, understanding the immense potential of WhatsApp for your business is crucial in devising data-driven strategies. 

With a range of available integrations, the Pragma team allows you to choose features that align with your specific business objectives, as each integration offers unique value, which can be customised to suit your WhatsApp CRM system. 

If you are a D2C brand, we highly recommend you learn how a business in the D2C space reduced losses for a COD payment method, where COD counted for 85% of all their purchases.

How about we power your WhatsApp CRM integration and take your Sales team hit the quarter targets? 

Let’s start unlocking the true potential of WhatsApp CRM integration.

Until Next Time!

Stay Safe, and Take Care, Folks!

maximise your sales funnel


  1. What is WhatsApp CRM integration and why is it important for D2C brands?

Answer: WhatsApp CRM integration involves combining a WhatsApp business account with your existing CRM system. It helps to enhance customer experience, streamline communication, provide quick support by automating responses, and others.

  1. What are the top features a WhatsApp CRM integration offers for D2C brands?

Answer: Top features your brand should look for while integrating Whatsapp with CRM software are message automation, contact management, analytics and reporting, and team collaboration to efficiently manage customer inquiries and support.

  1. What is the best CRM solutions with WhatsApp integration available?

Answer: Pragma Omnichannel CRM which comes as a package with other platforms provides D2C brands with the best ROAS, hence making it the best CRM solution with Whatsapp integration. This helps build deeper customer relationships and provides payments-related queries, FAQs, and others.

  1. What are the benefits of WhatsApp CRM integration to a D2C brand?

Answer: WhatsApp CRM integration offers multiple benefits, including centralizing communication channels, automating queries, improving conversions, reducing cart abandonment rates, and enhancing overall customer support and engagement.

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