The magic formula for perfect customer service: WhatsApp and Zoho CRM

Zoho CRM and WhatsApp<br />
 for customer service

Are you ready to take customer service to the next level? The integration of WOZTELL between WhatsApp Cloud API and Zoho CRM is the perfect combination to optimize and improve your customer service. From interaction traceability to response automation, discover how this powerful alliance can revolutionize your customer service approach effectively and entertainingly.

According to a Harvard Business Review study, increasing customer retention by just 5% can boost profits by 25% to 95%. This demonstrates that retaining existing customers is more profitable than acquiring new ones. Your team must have the best tools to satisfy customers and turn them into fans!

Therefore, we propose you implement an omnichannel strategy with WOZTELL, connecting your WhatsApp by leveraging Zoho CRM.

1. Multichannel: Respond to your customers on any platform

In today’s world, customers expect support across multiple channels. With WOZTELL and Zoho CRM, you can manage customer interactions from a single platform

WhatsApp integration with other channels

WOZTELL allows you to integrate WhatsApp with other communication channels, such as Instagram, Facebook Messenger, and Webchat, facilitating a seamless and efficient customer service experience.
  • Channel unification in Zoho CRM: Manage all your interactions from a single interface in Zoho CRM with our WOZTELL INBOX, ensuring no request is lost.
  • Consistency in communication: To provide consistent and personalized responses, Maintain a complete history of all your customer conversations, regardless of the channel used. The messages you send will be associated with the Lead, Contact, or any custom module, where you can have the history from the first message.

Advantages of multichannel:

The ability to respond to customers in their preferred channels significantly improves customer satisfaction and support efficiency
  • Accessibility: Being available on multiple platforms increases accessibility and convenience for your customers.
  • Quick response: Manage queries more quickly and efficiently, improving response times and customer satisfaction.

2. Chatbots and automatic responses: 24/7 customer service

Customers expect quick responses, even outside of business hours. With the integration between WhatsApp and Zoho CRM, you can offer 24/7 customer service

Chatbot implementation

With WOZTELL, you can create unlimited chatbots with our chatbot creation tool to handle common queries and provide instant answers, freeing your customer service team to focus on more complex issues.
  • AI-powered chatbots: You can connect your GPT assistants so that all queries are answered with the most powerful natural language processing tool. In less than 5 minutes, you can have an AI chatbot connected to your favorite channels.
  • Intelligent chatbots integrated with Zoho CRM: Set up chatbots to automatically answer frequently asked questions, ensuring customers receive quick and accurate responses.
  • Chatbots on Instagram, Facebook Messenger, and more: One of the most powerful functionalities of WOZTELL with its integration with Zoho CRM is that all chatbots can communicate directly with your CRM records. You can read, write, and modify data from the same chatbot, which can serve not only WhatsApp but also Instagram, Facebook Messenger, and Webchat at no extra cost within WOZTELL.
  • Quick replies: Set up automatic responses for common queries, allowing chatbots to handle initial requests and escalate complex cases to human agents.

Improve your service hours without working more:

Offering continuous support improves customer experience and brand perception.
  • Uninterrupted service: Ensure your customers can always get help, regardless of the time of day. Whether through AI chatbots or out-of-hours chatbots that can solve 80% of frequently asked questions.
  • Reduced wait times: Chatbots can handle multiple queries simultaneously, reducing wait times for your customers.

3. Personalized service: Know your customers

Personalizing customer service is vital to improving satisfaction and loyalty. The combined capabilities of WOZTELL and Zoho CRM allow you to offer highly personalized service.

Customer history

Access each client’s history, including previous interactions, purchases, and preferences.
  • Complete context: Provide your agents with all the information they need to offer personalized and relevant service.
  • Customer segmentation: Use customer segmentation to personalize interactions based on each group’s specific needs and behaviors.

Personalized experience

Offering personalized customer service increases satisfaction and loyalty
  • Personalized offers: Use customer information to make customized offers and recommendations during support interactions.
  • Proactive follow-up: Based on customer history and previous interactions, perform proactive follow-ups to show your customers that you truly care.

4. Task automation: Efficiency and effectiveness

Automating routine tasks frees time for your customer service team to focus on more complex and strategic cases

Automated workflows

Set up workflows in Zoho CRM to automate repetitive tasks and ensure customer service processes run smoothly
  • Automatic case assignment: Set up rules to assign support cases to the appropriate agent based on specific criteria.
  • Automatic updates and follow-ups: Automate updates and follow-ups to efficiently manage cases.

Error reduction:

Automation helps reduce errors and ensures all customer requests are handled promptly and accurately.
  • Consistency in service: Ensure that all interactions follow a standard and consistent process.
  • Improved productivity: Free your team from repetitive tasks, allowing them to focus on solving complex problems and providing better service.

5. Customer feedback: Continuous improvement

Collecting and analyzing customer feedback is essential for continuously improving your customer service.

Satisfaction surveys, including NPS

Use WOZTELL and Zoho CRM to send satisfaction surveys after each support interaction.
  • Service evaluation: Gain valuable insights into customer experience and measure the effectiveness of your support team.
  • Identification of improvement areas: Use feedback to identify areas for improvement and adjust your customer service processes and strategies.

Feedback analysis

Analyze customer feedback to make informed decisions and continuously improve your service.
  • Customer satisfaction reports: Generate detailed reports on customer satisfaction and analyze trends over time.
  • Implementation of improvements: Use insights obtained from feedback to implement improvements and ensure your customer service is always at its best level.

6. Real-time problem resolution: Maintain agility.

The ability to resolve problems quickly is crucial for customer satisfaction. The combined functionalities of WOZTELL and Zoho CRM can streamline problem resolution and keep your customers happy.

Automatic escalation

Set up rules in Zoho CRM to automatically escalate unresolved cases within a specific time frame.
  • Case prioritization: Ensure that urgent cases are managed first and that no problem is left unresolved.
  • Immediate notifications: Receive instant notifications about critical issues that need urgent attention, allowing for a quick response.

Team collaboration

Facilitate collaboration among your support team members using the integrated tools in Zoho CRM.
  • Task assignment: Distribute tasks among team members to ensure each case is managed efficiently.
  • Internal communication: Use internal communication tools to discuss and resolve problems collaboratively.

7. Integration of third-party tools: Expand your capabilities

Use Zoho CRM integration with other customer service tools to create a robust and efficient support ecosystem.

Integration with ZOHO DESK

Connect Zoho CRM with Zoho help desk tools, like ZOHO DESK, to manage support requests more effectively.
  • Data synchronization: Ensure that all relevant data is synchronized between Zoho CRM and Zoho’s help desk tools, providing a complete view of each case.
  • Continuous workflow: Facilitate a continuous workflow between different tools, improving efficiency and collaboration.

Integration with Zapier and WhatsApp for ticket management:

With our integration with Zapier, you can perform integrations with more than 8,000 Help Desk tools to create any Help Desk tool to create tickets as soon as a trigger is set. Additionally, we have more than 30 native integrations in progress to ensure you have the best customer service.

Functional expansion

Integrate Zoho CRM with additional applications to expand the capabilities of your customer service team.
  • Advanced automation: Use automation tools to handle repetitive tasks and save time for higher-value activities.
  • Enhanced analytics and reporting: Incorporate advanced analytics tools to gain deeper insights into your customer service performance.


The integration of WOZTELL between WhatsApp Cloud and Zoho CRM is not just a technological upgrade; it’s a revolution in your customer service strategy. This combination allows you to optimize every aspect of your support process, from multichannel management and automatic chatbots to personalized service and feedback collection. Don’t wait any longer—take your customer service to the next level with WOZTELL and Zoho CRM!

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