06/07/2023 | News release | Distributed by Public on 06/07/2023 09:20
Salesforce today announced general availability of WhatsApp for Service Cloud, powered by data and AI, which empowers organizations to efficiently connect with customers through personalized and proactive messaging experiences across marketing and service touchpoints.
Why it's relevant: Gartner predicts that 80% of customer service organizations will abandon native mobile apps in favor of messaging by 2025. With more than two billion people using WhatsApp, it's how people around the world connect with friends, family and now, businesses.
Innovation in action: Eighty-three percent of customers say they're more loyal to companies that provide consistency across departments. With WhatsApp integrated into Salesforce Customer 360, organizations can now efficiently deliver seamless experiences across every service and marketing touchpoint at scale.
With WhatsApp for Service Cloud, customers can:
Coming soon:
Salesforce perspective: "With WhatsApp for service, marketing, and soon, commerce, combined with Salesforce's AI, data, and CRM capabilities, brands can build stronger, unified customer profiles that allow for efficient, personalized interactions across every touchpoint, whether delivered by intelligent Einstein Bots or agents armed with generated replies from Einstein GPT." - Ryan Nichols, SVP & GM of Contact Center for Salesforce Service Cloud
With WhatsApp for service, marketing, and soon, commerce, combined with Salesforce's AI, data, and CRM capabilities, brands can build stronger, unified customer profiles that allow for efficient, personalized interactions across every touchpoint, whether delivered by intelligent Einstein Bots or agents armed with generated replies from Einstein GPT.
Ryan Nichols, SVP & GM of Contact Center for Salesforce Service CloudCustomer perspective: "WhatsApp is a key channel in the Brazilian market. Our customers expect us to sell, interact, and provide services in a way that feels natural and convenient. Today we use Service Cloud to provide support to our customers and door-to-door sales reps across all channels including WhatsApp. The increasing volume of data, along with the ability to leverage AI to turn insights into actions, gives us a new opportunity to drive operational efficiencies and deepen relationships with customers. " - Cecilia Pimenta, Digital Platforms Director, Grupo Boticário
Fast fact: Sixty-six percent of online adults say messaging is their preferred way of communicating with a business*.
Availability:
Learn more:
*Business Messaging Usage Research by Kantar; April 2022
Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.