What is a WhatsApp CRM, and does your business need one?
WhatsApp has become one of the main ways customers get in touch with small businesses in the UK. It's quick, it's personal and people actually read it.
The trouble is that WhatsApp on its own was built for chatting, not for running a business. That's where a WhatsApp CRM comes in.
What is a WhatsApp CRM?
A WhatsApp CRM connects your business WhatsApp number to your customer relationship management system (CRM). Instead of chats living on one person's phone, every message is saved against the right customer, alongside their emails, calls, quotes and invoices.
In practice, that means:
- your whole team can see and reply to WhatsApp messages from one shared inbox
- every conversation is part of the customer's record
- you can send automatic WhatsApp messages, such as booking reminders or follow-ups
Signs you need one
You probably need a WhatsApp CRM if:
- One phone holds all the chats. If that person is off sick or leaves, the conversations go with them.
- Customers message several people on your team. Nobody knows who replied, or what was promised.
- Follow-ups get missed. A quote goes out on WhatsApp and nobody chases it.
- You can't see the history. You have to scroll back through weeks of messages to find what a customer asked for.
What a good WhatsApp CRM should do
When you compare options, look for:
- A shared inbox, so more than one person can reply from your business number.
- Customer records, so every chat sits with the rest of the customer's information.
- Automations, so replies, reminders and follow-ups go out without anyone remembering.
- Other channels in the same place, like email, SMS, Facebook and website chat, so WhatsApp isn't another separate inbox.
- Fair pricing for your team. Many CRMs charge per user, which adds up fast when everyone needs access.
Things to know before you start
WhatsApp has rules for business messaging. Messages you start (rather than replies) usually need a pre-approved template, and Meta charges for some business messages on a pay-as-you-go basis. Replying to a customer who has messaged you is usually free within WhatsApp's 24-hour window. A good provider will help you set this up.
WhatsApp CRM with Fuzzy Logic App
Fuzzy Logic App includes WhatsApp from the Flow plan (£139 + VAT a month). WhatsApp sits in the same inbox as your email, SMS and social messages, every chat is saved to the customer's record, and you can add WhatsApp steps to your automations. Every plan includes unlimited users and contacts, so your whole team can use it at no extra cost.
Bring WhatsApp into your CRM
See everything the WhatsApp CRM does, or book a free call and we will check your number and talk you through it.
Read next: How to stop losing leads: a simple follow-up system for small businesses
