Meta Founder and CEO Mark Zuckerberg announced a partnership with Salesforce where companies on their platform can use WhatsApp business messages to answer customer questions, run marketing campaigns and sell directly in chat.
“More and more people prefer to communicate with businesses over text. That’s why we launched our Cloud API earlier this year and are now partnering with Salesforce,” Mark Zuckerberg said in a Facebook post.
The new integration will help businesses build experiences to chat with customers on WhatsApp, while being able to manage communication directly from the Salesforce platform.
Research firm Gartner predicts that 70 percent of all customer interactions will involve emerging tools like chatbots and messaging by 2022.
“We want more people to benefit from faster, richer interactions, and we continue to invest in ways to make it quick and easy for businesses to get up and running on WhatsApp,” said Matthew Idema, VP of Business Messaging at Meta.
By partnering with Salesforce, the world’s largest customer relationship management (CRM) platform, many more businesses will be able to use WhatsApp to connect with their customers seamlessly, said the company.
L’Oreal group brands will use WhatsApp to reconnect with consumers who had previously left items in a shopping cart and will send them coupons and offers, right on the chat thread,” the company said.