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How to Choose WhatsApp CRM for Small Businesses?

Updated on
Feb 21, 20249 min read
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    Table of content

  • Why use a WhatsApp CRM for small businesses?
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  • How to choose the best WhatsApp CRM for your small business?
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  • Top Whatsapp CRM Solutions for Small Businesses
  • Conclusion
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  • Frequently Asked Questions (FAQs)

More small businesses use WhatsApp to talk to customers. A WhatsApp CRM helps manage these chats. It makes customer service better and cheaper.

A CRM on WhatsApp saves your messages in one place. It automatically replies to customers. This means customers get quick help. It also sends messages like welcome notes.

A good CRM integrates with your website and email programs. All customer information stays together. The CRM also shows you analytics to improve customer service.

When choosing, consider contact management, automated messaging, integrations, and customization. Look at pricing and reviews too.

This article will discuss the top CRM options for WhatsApp. It will also show benefits like personalized help and happier customers. Keep reading to find the best CRM to take your business communications further.

So Let us start with the reason why use a  WhatsApp CRM for small businesses.

Why use a WhatsApp CRM for small businesses?

benefits of WhatsApp CRM

With the growing number of businesses using WhatsApp as a customer communication tool, it's becoming increasingly important for small businesses to implement a CRM solution designed explicitly for WhatsApp. 

Here are some of the benefits of using a WhatsApp CRM as opposed to traditional CRM solutions:

  • Personalized communication: Businesses can use WhatsApp CRM to send custom messages to customers. This can help businesses connect better with customers and make them happier.
  • Convenience: With a WhatsApp CRM, businesses can communicate with customers in real-time and provide instant assistance, enhancing customer satisfaction and reducing response times.
  • Reduced workload: Client support workers may have more work to do if a WhatsApp CRM is used to automatically do some parts of helping clients. It could send automatic messages or answer questions that clients ask a lot. This would let the workers focus on other tasks.
  • Improved customer retention: WhatsApp CRM solutions can help businesses keep track of customer interactions and feedback and respond quickly, thus improving customer satisfaction and retention rates.
  • Cost-effective: WhatsApp CRM solutions are frequently less expensive than traditional ones, making them an excellent alternative for small firms with limited resources.

Now let us see the factors to consider while selecting the best WhatsApp CRM for your small business.


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How to choose the best WhatsApp CRM for your small business?

Here are some important things to consider when choosing a WhatsApp customer relationship management (CRM) program for your small business.

Here's a breakdown of the important aspects to evaluate:

Contact management

Ensure that the WhatsApp CRM has robust contact management capabilities. 

It should allow you to organize and segment your contacts effectively, import and export contact lists, and provide easy access to customer information.

Automated messaging

Look for a WhatsApp CRM that offers automated messaging features. 

This will allow you to send automated responses, welcome messages, and scheduled messages to customers, saving you time and ensuring timely communication.

And, to implement effective bulk messaging automation, you need two things in one place: A well-integrated CRM and an effective bulk message sender. 

And BotPenguin can do both of these things!

By integrating a CRM with your chatbot you can set up drip campaigns and send bulk messages on platforms that are convenient for your customers. Because BotPenguin provides no code AI chatbots for multiple platforms like WhatsApp, Facebook, Instagram, websites, and more.

And the tech for BotPenguin just doesn't stop there. With all the heavy work of chatbot development already done for you, move forward to setting up a top-notch AI chatbot for your real business with features like:

Integration capabilities

Consider the integration capabilities of the WhatsApp CRM. 

It should integrate with other tools or software you use in your business, such as your website, email marketing platform, or customer support software. 

This integration will streamline your processes and ensure consistent customer communication across different platforms.


Opt for a WhatsApp CRM with comprehensive analytics and reporting functionalities. 

It should offer insights into message delivery, open rates, response rates, and other key performance indicators. 

These analytics will help you measure the effectiveness of your customer communication strategies and make data-driven decisions.

Suggested Reading:

11 Benefits of Using WhatsApp CRM for Your Business


Look for a WhatsApp CRM that allows you to customize the messaging experience to align with your brand. 

It should offer options to customize message templates, branding elements, and the overall user interface to create a consistent and professional image for your business.

Pricing models

Consider the pricing models offered by different WhatsApp CRM solutions. 

Some may have monthly subscription plans, while others may offer a pay-as-you-go model based on the number of messages or users. 

Choose a pricing model that aligns with your budget and projected usage.

User reviews and ratings

You will be able to assess the CRM provider's dependability, effectiveness, and customer service by doing this, which will also provide you insights into other users' experiences.

Considering these key features and factors, you can find the best WhatsApp CRM for your small business that suits your unique needs and requirements.

After knowing the factors let us find out some of the top WhatsApp CRM solutions for small businesses.

Top Whatsapp CRM Solutions for Small Businesses

There are several WhatsApp CRM solutions available in the market that cater to the needs of small businesses. 

Here's a brief overview of the top solutions:

HubSpot WhatsApp CRM

HubSpot offers a comprehensive CRM platform with a dedicated WhatsApp integration. It allows small businesses to centralize customer communication, track conversations, and manage contacts all within the CRM. 

The integration also enables automated messaging, customer segmentation, and performance analytics to optimize WhatsApp marketing efforts.

HubSpot WhatsApp CRM
Source: HubSpot Ecosystem

Zoho CRM

Zoho CRM offers seamless WhatsApp integration, enabling businesses to communicate with customers directly from the CRM interface. 

It provides a unified view of customer interactions, allowing for personalized messaging, task management, and lead generation. With Zoho CRM, small businesses can streamline customer communication and enhance their WhatsApp marketing strategies.

Freshworks CRM

Freshworks WhatsApp CRM
Source: Freshworks

Freshworks CRM offers a robust WhatsApp integration that helps businesses manage customer interactions efficiently. It allows for two-way messaging, automated responses, and lead tracking. 

The integration also provides insights into customer behavior, enabling businesses to tailor their WhatsApp marketing campaigns and deliver a personalized customer experience.

Suggested Reading:

Drive Sales and Customer Satisfaction with WhatsApp CRM

Salesforce WhatsApp Integration

Salesforce offers a WhatsApp integration that allows businesses to communicate with customers seamlessly.

It provides a unified messaging interface within the Salesforce CRM, enabling businesses to manage customer conversations, track interactions, and automate workflows. 

The integration also offers valuable insights with analytics and reporting, helping businesses measure the success of their WhatsApp marketing strategies.

Salesforce WhatsApp CRM
Source: Salesforce

Pipedrive WhatsApp CRM

Pipedrive offers a powerful WhatsApp CRM integration that helps businesses centralize customer communication and streamline sales processes. 

With the integration, businesses can send and receive WhatsApp messages directly from Pipedrive, track conversations, and manage contacts effectively. 

Pipedrive also provides automation features, customizable pipelines, and sales analytics to optimize WhatsApp marketing and drive business growth.

Pipedrive WhatsApp CRM
Source: Pipedrive

BotPenguin: The All-in-One Solution to WhatsApp CRM

Chatbot Development Platform- BotPenguin

So, there are the major platforms providing WhatsApp integration. You can use them to create your WhatsApp CRM. Or create a WhatsApp CRM with BotPenguin’s WhatsApp AI Chatbot.  

In addition, small businesses can leverage BotPenguin's Chatbot Platform to automate their customer interactions on WhatsApp seamlessly. 

By integrating with the mentioned CRMs or any custom app, businesses can perform various operations such as lead generation, appointment booking, sales, customer service, and more. 

The CRM integration enables data transfer to the CRM, ticket creation, team member management, targeted email campaigns, and role assignment. 

Moreover, businesses can utilize the chatbot to create drip and broadcast campaigns, send notifications, showcase product catalogs, and avail numerous other features to enhance their WhatsApp management and marketing. 

botpenguin crm integrations
Checkout BotPenguin's CRM Integrations Here

The Benefits of Using These WhatsApp CRM Solutions

Below are the some benefits of using solutions.

  • Personalized communication: All these solutions help businesses communicate with customers in a more personalized way, which can help build stronger relationships.
  • Improved customer satisfaction: Automated messaging and quick responses help improve customer satisfaction, leading to greater brand loyalty.
  • Time-saving: Customer support workers may devote more time to handling more complicated inquiries thanks to automated messaging features.
  • Analytics and reporting: These solutions offer functionalities to help businesses measure performance and tailor communication strategies to improve customer engagement.
  • Enhanced marketing: Businesses can better promote products and services by integrating with customer databases and chatbots to provide personalized service and automatic reminders.
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With a WhatsApp CRM, your small business can take customer communication and relationships to new heights. 

By personalizing interactions, streamlining processes, and gaining valuable insights, you'll provide the convenient, responsive experience today's customers expect. 

Whether it's answering questions instantly, sending timely reminders, or nurturing long-term loyalty, a WhatsApp CRM gives you the tools to connect with clients like never before. 

Your customers are waiting to experience the next level of service that will make them rave about your brand for years.

Suggested Reading:

Drive Sales and Customer Satisfaction with WhatsApp CRM

Frequently Asked Questions (FAQs)

What is a WhatsApp CRM and why is it important for small businesses?

WhatsApp CRM is a customer relationship management solution that helps businesses manage customer communications on WhatsApp. It is important for small businesses as it allows for personalized messaging, improved customer satisfaction, and efficient customer management.

What features should I consider when choosing a WhatsApp CRM for my small business?

Key features to consider include contact management, automated messaging, integration capabilities, analytics, customization options, and pricing models.

How can I ensure the security of customer data with a WhatsApp CRM?

Choose a WhatsApp CRM that offers end-to-end encryption to ensure the security and privacy of customer data.

Can I integrate a WhatsApp CRM with other tools I use in my small business?

Yes, many WhatsApp CRM solutions offer integration capabilities with other tools like websites, email marketing platforms, or customer support software.

What are the pricing models for WhatsApp CRM solutions?

Different WhatsApp CRM solutions may have monthly subscription plans or pay-as-you-go models based on the number of messages or users.

What are some popular WhatsApp CRM solutions for small businesses?

Some popular options include WhatsApp Business API, Twilio API for WhatsApp, MessageBird, and Gupshup. These solutions offer a range of features to meet the needs of small businesses.

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