This feature allows brands to seamlessly integrate their WhatsApp Business Account with Sprinklr. Once connected, the account can be used to send WhatsApp surveys and perform other actions within the platform, enabling streamlined communication and customer engagement directly through WhatsApp. Administrators maintain full control over account management, ensuring secure and efficient survey distribution.

Business Use Cases

• Enhancing Guest Experience with Post-Stay Feedback: Hotels can improve guest experience by sending automated post-stay feedback surveys via WhatsApp. Guests can quickly respond within the chat, making it easy and convenient. This approach helps hotels collect real-time insights on service quality and satisfaction, identify trends, and take action to enhance future stays.

• Post-Purchase Feedback via WhatsApp: Businesses can send order updates and delivery notifications via WhatsApp, then follow up with a short automated survey in the same chat to gather feedback on ordering, delivery, and product satisfaction. Responses are captured effortlessly in real time, enabling quick identification of pain points and opportunities.

The WhatsApp Survey provides an opportunity to receive immediate feedback through conversational surveys, features visually attractive surveys enhanced with rich media, and incorporates engaging survey questions that include interactive components.

WhatsApp Business accounts used for surveys or other messaging through Sprinklr can now be centrally managed within a dedicated interface. Admins have full control to add, configure, migrate, or remove brand accounts and phone numbers, including bulk setups. This streamlined approach boosts efficiency while reinforcing governance and security across all WhatsApp communications.

Prerequisites

You would need Admin-level access to the WhatsApp Business Account.

Setting up a WhatsApp Business Account

1. Navigate to Sprinklr Insights and then go to Customer Feedback Management.

2. Open the Left Navigation panel and select Global Settings from the bottom.

   

3. Select Accounts from the Global Settings menu.

   

4. Click + Add Account to add a new WhatsApp account. You can follow this article to see the steps in detail. Once the account is added, you can verify that it appears correctly in the Accounts list. You should test the integration by sending a test message through the newly added account.

   

Best Practices

• Make sure you have verified all required credentials before trying to add the account.

• Test the account integration with a small group before you roll it out for larger campaigns.