The business market in China is huge and well advanced when it comes to technology. For China, where WeChat is a complete digital ecosystem to socialise, handle business queries and orders, pay bills, and shop, it becomes increasingly difficult for the business owners to handle multiple queries at once. This is where the Salesforce WeChat Integration in China comes in.
The Salesforce Integration not only allows the business owners to maintain regular communication with their clients but also promotes a unified query handling system making it easier for businesses to focus more on expansion and profitability. It creates a single dashboard to handle conversations, generate leads, and manage customer requests.
Having understood the complexities in the query handling system in China, let this blog help you understand how exactly the Salesforce WeChat Integration in China can solve this problem. Additionally, the blog will also focus on how to perform the integration, why you should use salesforce integration, and how it can help to upscale your business in China with customized salesforce integration packages.
Why WeChat Matters in the Chinese Markets?
What started as a mere messaging app in China, has now become the primary gateway for popular brands and services in China. WeChat (Weixin in China) has now become a necessity for the business owners.
Almost 90% of the businesses in China now operate via WeChat where they handle customer queries, orders, customer requests, and more. Below are a few reasons as to how WeChat is used by businesses in China –
- Customers contact the brands directly through the brands’ official WeChat account rather than on the website.
- Businesses run WeChat ads, campaign marketing, and promotions directly on WeChat, luring customers to a sales conversation path
- WeChat supports the entire customer journey from discovery to purchase, and businesses without a WeChat strategy lose on potential customers.
- For the China market having a WeChat account is directly linked to the credibility of the company and customers expect fast replies and continuous engagement.
The Salesforce WeChat Integration in China – How it Helps?
For businesses who cannot respond too quickly or within minutes to a query often end up losing customers. Also, with a huge customer base reaching out almost daily it becomes nearly impossible for businesses to handle the overwhelming responses.
This is exactly where the Salesforce integration comes in. The WeChat integration links the brands’ official WeChat account to the Salesforce CRM where businesses can track each customer query, each customer interaction and each feedback in a single place.
With this ecosystem, the results can be captured and analysed easily which can then be used to drive utility and improve the overall performance of the business. A WeChat integration will ensure the following results:
Unified Customer Data and Accuracy
With the help of Salesforce and WeChat integration the business owners of China get access to all the customer data at once. This includes chat messages, QR code scan results, customer inquiries, campaign interactions, service requests, and everything else.
Having the data at one place will ensure that the companies have access to all the queries and do not miss out on serving the customers. The access can be granted to the entire team so that each sales representative has a 360 degree view of the customer data and previous interactions.
Faster Responses with Salesforce Automation
This integration solves the problem of missing out on queries and requests. Companies can automate their responses and the chatbots can answer the routine queries. Even a slight delay can lead to drop-off customers.
This reduces the hassle of being available 24*7 and allows businesses to focus on more complex problems. The businesses can also train these bots with personalised queries which can help answer the advanced or slightly more complex problems, making it even more easier.
Personalized Customer Engagement
With all the data available at a single place, companies can send personalized and targeted messages and responses to the customers. They can engage the existing users with loyalty benefits, birthday benefits and even re-engage the inactive users.
Smart Analysis for China Market
A customized Salesforce and WeChat integration can help the business owners in China run their businesses more efficiently and effectively than ever. With this customised CRM, the companies can analyse their performance metrics, the worth of their campaigns, the number of customer interactions, response time of the agents, recurring issues and more.
With the help of this analysis, the companies can utilise their funds judiciously and cater to the most relevant audience and run the most effective campaigns for business growth.
Streamlined Customer Service Workflows
With the Salesforce and WeChat integration in China, companies can ensure that each problem is addressed accurately and a proper resolution is provided to the customer.
With this integration in place the customer queries are automatically converted to problem cases and the bots collect the data beforehand. This way when the agents are assigned these cases they have a pretty clear insight into the customer problem and can resolve their query with much more ease.
Additionally, this also allows the service managers to gain deeper insights into the bottlenecks.
Today, where customer satisfaction is the key, salesforce integration makes it faster, easier, and reliable.
Common Challenges Faced with the WeChat integration in China
While the WeChat and Salesforce integration eases the workload to a great extent, some companies might still face challenges. With queries pouring in by the minute, it can become difficult to draft that perfect message that will resolve the query or help the user in any way.
To overcome such issues the companies are advised to write or create content that is in simple and easy to understand language and can brief the customers about the benefits they will get while also solving their problem.
Another common challenge faced is the frequency, as to how many messages are appropriate. Sending too many can annoy the customers, while too few can make them lose interest. To overcome this it is advised that the companies monitor the customer reactions and responses frequently and adjust the engagement schedules accordingly.
Few companies find it challenging to find the right communication that should be sent due to an overflow of ideas. For this, companies can create automated templates for different occasions and send it to their customers. This will not only ensure uniformity in the engagement but will also help the companies be more thoughtful and concise in their ideas.
Making the Best Use of Salesforce WeChat Integration in China
While WeChat Salesforce integration can be a real game changer for China, it is important to use the platform effectively and efficiently and not treat it as a spam folder or an app to simply dump the customer messages.
To make the best possible use of the integration companies must ensure to remain concise, readable and creative with their messages. Also, since each customer has a different need, the companies should take care that the messages sent to their customers are catering to their particular query and not a generic answer.
Another good practice to follow here is that the companies must not spam the conversations by using opt-in or opt-out services. The customer needs to have control over the conversation and the messages can be scheduled to be sent when customers are most active. This not only increases the response rate, but also makes the customer feel valued.
Final Thoughts – Is it worth Integrating Salesforce and WeChat in China?
Integrating Salesforce with WeChat can be a real game changer for China in almost any industry, be it retail, healthcare, technology, education or any other. The WeChat Salesforce integration can not only help with managing routine tasks but will also streamline workflows.
The customised communications sent will enhance the customer relationships in the long run leading to a higher retention rate, increased loyalty, and more traction.
This game changer integration will help the Chinese business owners achieve better results with reduced efforts. Companies that chose Salesforce WeChat integration in China can start enjoying the benefits of a faster reach and improved customer satisfaction.
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