WhatsApp Integration with Zoho FSM - An Overview
Integrating Zoho FSM with WhatsApp creates a seamless communication channel between your field service team and customers, improving the quality of your service offering, and streamlining your service operations. Field service professionals can quickly respond to customer inquiries, resolve issues, and provide better service. This leads to improved customer satisfaction and loyalty, ultimately impacting the company's bottom line.
Prerequisites:
- A Meta Business Suite/Manager Account
- A WhatsApp Business Account and a phone number registered with it
- Professional edition of Zoho FSM
You can also use this integration in the Professional trial but you will only be able to respond to messages from the Whatsapp tab.
Available in DCs: US, EU, AU, IN, CA, SAWhat does it offer?
- Support for WhatsApp Templates. This feature will allow you to send pre-approved messages to your customers, ensuring compliance with WhatsApp's policies. It allows for personalized communication by incorporating dynamic variables into the message templates and enables interactive messaging.
- Ability to create Whatsapp Notifications. Effectively inform and engage customers through WhatsApp notifications, ensuring they receive timely and relevant updates that keep them connected to your brand.
- Enables you to automate the process of sending personalized WhatsApp messages based on specific actions or events by combining WhatsApp notifications with workflows.
- A web interface to send template messages or respond to WhatsApp messages from customers.
Benefits
- Real-time communication: The service team can use WhatsApp to communicate with customers directly from Zoho FSM. They can send updates, and receive messages or inquiries from customers in real-time. This ensures efficient and instant communication between the two parties.
- Automated notifications: You can send automated notifications to customers via WhatsApp, such as service appointment reminders, welcome message, or customer feedback message. Engaging with customers in this way will foster a positive perception of your product.
- Efficient issue resolution: In case of any service-related concerns or issues, customers can easily contact the service team directly through WhatsApp.
- Multimedia sharing: WhatsApp allows for multimedia sharing, such as photos, videos, and documents. Integrating Zoho FSM with WhatsApp enables the service team to share visual evidence of completed work, instructional videos, or important documentation with customers easily.
- Enhanced customer engagement: Integrating WhatsApp with Zoho FSM enables personalized communication with customers. Field service professionals can interact with customers, addressing their specific needs and providing a more personalized experience. This engagement fosters stronger customer relationships, leading to improved customer loyalty and repeat business.
Examples
- Welcome Message: Whenever a new customer comes on board, promptly send them the necessary details to familiarize them with your product.
- Marketing message: You can send across promotional messages to market your products or services to opt-in customers.
- Service updates: Field service professionals can provide regular updates to customers about the progress of their service request through WhatsApp. This can include information such as estimated arrival times, completed tasks, and any changes to the service plan.
- Customer feedback: After completing a service, you can automatically collect customer feedback via WhatsApp. This feedback can then be used to monitor service quality, improve performance, and address any concerns or issues raised by customers.
Please refer to this page to see these examples.
Enabling WhatsApp Integration
Refer to this page for details.
Using WhatsApp Integration
Following are the broad steps involved in using the WhatsApp integration:
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