Client Overview
Client, headquartered in Poland, specializes in immigration, relocation, and legal services for individuals and businesses aiming to establish themselves in the European Union. They assist clients with work permits, EU visas, job placements, and long-term residency planning. With a commitment to simplifying complex immigration processes, Cthe lient ensures a smooth transition by providing legal guidance, professional training, and local business support.
Challenges Faced
The client was grappling with the following challenges in their customer engagement process:
- Delayed Response Times: Responding to each WhatsApp inquiry manually consumed significant time and effort.
- Duplicate Prospect Issues: Clients often reached out multiple times, resulting in duplicate entries in Salesforce, leading to confusion and disorganized data.
Solution Provided
We implemented a comprehensive solution by integrating WhatsApp with Salesforce using WATI (WhatsApp Team Inbox) APIs. This setup addressed the client’s pain points by automating their communication processes and streamlining data management.
1. WATI Salesforce Connection: We established a seamless integration between WATI and Salesforce, enabling automatic syncing of WhatsApp messages and customer data into Salesforce.
2. Duplicate Check Configuration: Salesforce was configured to automatically detect duplicate entries based on phone numbers and email addresses, reducing data clutter.
3. Automated Responses via WATI Chatbot: The WATI chatbot was programmed to provide personalized, real-time responses based on Salesforce data:
- For Existing Customers: When duplicates were detected, Salesforce updated the existing record, and the WATI chatbot sent a tailored message.
- For New Customers: If no duplicates were found, Salesforce created a new record, and the chatbot sent a welcome message to initiate engagement.
Implementation Process
1. Setting Up WATISalesforce Integration:
- Established a two-way data flow between WATI and Salesforce to ensure all WhatsApp messages were logged in Salesforce in real-time.
- Enabled tracking and responding to customer queries directly from Salesforce.
2. Enabling Duplicate Checks and Customizing Responses:
- Configured Salesforce to run automated checks on incoming data to detect duplicate prospects based on phone numbers and email addresses.
- Developed custom workflows for WATI to trigger personalized chatbot responses depending on the duplicate check results.
3. Testing and Validation:
We conducted rigorous testing to ensure the system worked flawlessly:
- Verified that all incoming WhatsApp messages were accurately captured in Salesforce.
- Tested the duplicate detection feature to confirm it flagged existing records correctly.
- Ensured WATI’s chatbot delivered appropriate responses for both new and existing customers.
Results Achieved
The integration delivered significant improvements to the Client:
- Faster Customer Responses: Automated replies reduced response times drastically, providing instant communication to customers.
- Eliminated Duplicate Records: Salesforce’s duplicate check functionality prevented redundant entries, ensuring a clean and organized database.
- Enhanced Customer Satisfaction: With quicker, more accurate responses, customers experienced a seamless and professional interaction, improving overall satisfaction and trust.
Key Metrics
- Response Time Reduction: faster response rate.
- Duplicate Records Decreased: reduction in duplicate entries.
- Customer Satisfaction: improvement in customer feedback scores related to communication.
The integration of WATI with Salesforce has become a game-changer for client’s business. It has significantly reduced their response times and eliminated duplicate entries, which were a major pain point. The automated responses ensured that customers received timely and accurate communication. The client is now able to focus more on providing top-notch immigration and relocation services, knowing their communication process is running smoothly in the background.
Conclusion
By integrating WhatsApp (using WATI) and Salesforce, Dhruvsoft enabled the Client to transform its customer engagement process, ensuring faster responses and more efficient data management. This case highlights how automation and system integration can address critical business challenges, driving improved customer satisfaction and operational efficiency.
If your organization faces similar challenges in managing customer communications and data, Dhruvsoft can help. Our team of experts specializes in implementing tailored solutions like WATISalesforce integration to optimize your processes and deliver exceptional customer experiences.
Contact Dhruvsoft today to streamline your operations and enhance your customer interactions.
