Deliver Messaging at Scale with WhatsApp & Salesforce

Publicis Sapient and Salesforce are partnering with Meta to deliver in-the-moment conversational experiences through WhatsApp Business Messaging, enhancing the customer journey with a persistent thread across the end-to-end experience. Capture each touch point and inform the next campaign to maximize your marketing investment and outperform legacy channels like email, web chat, phone, SMS, and non-Meta social media.

Splintered experiences directly impact your ability to get to know your customer. When a customer engages across multiple platforms and channels, identifying and targeting them becomes a greater challenge. But once you have systems in place to build a unified customer profile with rich data attributes, you can deliver relevant in-the-moment experiences.

Salesforce can support end-to-end customer experiences through seamless integration with WhatsApp as a persistent thread. This enables companies to provide a more personalized 1:1 experience to better serve their customers at every step of their journey and drive greater business outcomes.

If we start by looking at a running gear company, we first think about the various target audiences they want to reach. We know that their audience enjoys physical activity. However, to maximize return on ad spend, they need to target a specific audience where the activity of choice is running. More specifically, the company may want to target marathoners or elite runners looking to update their running shoes. With such a specific group, the company must ensure they are providing the most content to relevant drive engagement. By enabling the power of WhatsApp and Salesforce, they are able to offer a smoother customer journey, from personalized recommendations to in-the-moment customer support in a persistent thread. 

For the business, this mitigates risk, reduces churn, maximizes trust, and builds loyalty. At the same time, the customer is being responded to in an authentic manner in real-time, and the marketer is able to own the journey, deliver 1:1 engagement, manage retention, increase up-sell opportunities, and drive greater efficiency and effectiveness of campaign efforts.

Reduce friction and close gaps across the entire journey to deliver the conversational experience customers expect. Deliver relevant offers for your most valued customers in real time and provide personalized support when and where the customer needs it.