Are you a startup or a scale-up? Do you want to import the chat on WhatsApp Messenger with your customers to your CRM? Are you looking for a solution to easily integrate your CRM to WhatsApp Business API? Are you looking for some customer service features you can’t find on WhatsApp Business app? Stop for a moment then, you’ve come to the right place. This customer story will definitively inspire you to find a solution to your problem and effortlessly build your WhatsApp Business API CRM integration.
Bricksave, a global real-estate crowdfunding platform with HQ in London, has raised more than $4M in funding over the last 6 years. Few months ago they were looking for a business messaging solution to communicate with their customers all around the world through WhatsApp and their Website.
The need of our Customer: a WhatsApp Business API CRM integration
They used a custom CRM, developed in-house, to offer a better and more profiled service to their international customers; reason why they were looking for a conversational platform with a dashboard embedding their CRM, in order to give the possibility to their human agents to always have all customer information at hand. Furthermore they were looking for:
- WhatsApp integration through their Business account on Twilio
- Website live chat to be easily integrated in bricksave.com
- Canned responses to respond quickly to the most common requests
- Mobile app so that their Sales team, always on the move, can easily access communication
David Balmbra, Bricksave CTO, evaluated various messaging platforms on the market, but none fully satisfied their requirement of easy integration; until he found Tiledesk, an open source solution made with passion in Southern Italy.
Our technical solution: a low code integration platform
Do you know that Tiledesk lets its customers to build context-relevant, action-oriented apps directly on top of Tiledesk with ease? A Tiledesk app is simply a small web application installed in the agent interface using an iFrame that extends the product’s functionality in any way you want. Some examples:
- You can create a graphical interface with some buttons or other html controls
- You can embed your CRM within Tiledesk console for Agents
- You can embed your video conferencing software within Tiledesk
David Balmbra shared more details about how the integration works:
“We are all happy with everything. Our integration with Tiledesk work as follows:
Website Live Chat
- Users come to our website and hit the live chat button
- When the users logged in, it automatically tells the widget that the user is logged in and passes through the user details
- When the chat is closed, the webhook notifies our CRM
New Website Signups
- When a user signs up, we automatically send them a WhatsApp message using the Twilio API confirming their signup and with a message telling them to reply if they need any assistance
- When someone replies, the webhook notifies our CRM and attempt to match the contact to a lead in our CRM.
- We then update the Tiledesk record using your API and our CRM data (this replaces the client name which used to be their phone number with their real client name)
- When the chat is closed, the webhook notifies our CRM”
Andy Golding, Bricksave CMO, also added:
“Tiledesk has been of significant benefit to our customer contact strategy – it’s provided a new touchpoint with good response rates, has been well-received by both existing customers and new prospects and freed up significant amounts of administrative time to let our Sales Team focus on generating revenue”
Andrea Leo, Tiledesk CTO, explained:
“We want customers to be confident that any app they connect to their Tiledesk account will be useful, work well and use their data responsibly”
Discover how to create a Tiledesk App, exactly how Bricksave did with its CRM, thanks to this Build Custom App – Quick start tutorial.
Don’t have a Twilio Business account? Tiledesk offers full and direct integration with WhatsApp Business API too at NO ADDITIONAL COST! You can read this quick guide that explain how to easily connect Tiledesk with your WhatsApp Business account.
If you haven’t yet configured a WhatsApp Business account, our guide Configure a WhatsApp Business account awaits you!
Are you completely new to WhatsApp Business? Read our WhatsApp Business Integration: get started blog article.
Do you want to know what are the extra features that Tiledesk can add to WhatsApp Business? Read Free WhatsApp Business API Integration blog article.
