Conversational Experience Transformation: Integrating WhatsApp and Salesforce for Real-Time Customer Engagement

In today’s hyper-connected world, customers expect brands to meet them where they are—on their preferred channels, in real time, and with experiences that feel personal, relevant, and effortless. Messaging platforms like WhatsApp have become the heartbeat of digital communication, with over 2 billion users exchanging more than 100 billion messages daily. For organizations seeking to modernize customer engagement, the integration of WhatsApp Business Messenger with Salesforce’s Service, Marketing, and Commerce Clouds represents a transformative leap forward. Publicis Sapient stands at the forefront of this evolution, enabling brands to deliver AI-powered, real-time conversational experiences that drive measurable business value.

Conversational experiences are redefining how brands interact with customers. Unlike traditional channels, messaging apps offer immediacy, intimacy, and convenience—qualities that foster trust and loyalty. WhatsApp, in particular, boasts a 98% open rate, far surpassing email and SMS, and 69% of consumers say they are more likely to buy from a brand that offers WhatsApp as a communication option. By integrating WhatsApp with Salesforce, organizations can:

• Collect First-Party Data: Engage customers in compliant, opt-in conversations that capture preferences, behaviors, and feedback, fueling richer personalization while respecting privacy regulations.
• Accelerate Customer Acquisition: Guide prospects through tailored purchase journeys, from lead generation to conversion, without channel-switching or friction.
• Boost Retention and Loyalty: Leverage high engagement rates to nurture relationships, deliver timely support, and offer exclusive content or rewards.
• Streamline Sales and Service: Enable seamless, real-time interactions that resolve issues, answer questions, and facilitate purchases—all within a single, familiar channel.

Publicis Sapient’s WhatsApp for Salesforce Accelerator is a purpose-built, modular toolkit designed to help brands rapidly implement and scale conversational experiences. As the exclusive global launch partner for this accelerator, Publicis Sapient brings together the strengths of Salesforce, Meta, and advanced AI to deliver:

• Pre-Built Integrations: Connect WhatsApp Business Messenger natively with Salesforce Service, Marketing, and Commerce Clouds, eliminating silos and enabling unified data flow.
• AI-Driven Personalization: Feed first-party data into a Large Language Model (LLM) orchestrator, powering contextual, personalized messaging and automated responses.
• Modular Use Cases: Deploy a suite of seven AI-enabled use cases across marketing, sales, and service, from lead qualification and abandoned cart recovery to proactive support and loyalty engagement.
• Accelerated Time to Value: Launch real-time, branded conversational channels in weeks, not months, with measurable impact on customer satisfaction and business outcomes.

A global beverage company unified its customer touchpoints to deliver personalized messaging, rewards, and exclusive experiences to its most loyal fans. By leveraging Salesforce Experience Cloud and conversational engagement, the brand deepened relationships, increased participation in promotions, and fostered a vibrant community of advocates.

A leading global grocer revolutionized its customer engagement by launching WhatsApp-powered marketing campaigns through Salesforce Marketing Cloud. The result: turbocharged customer engagement, a stronger omnichannel presence, and the ability to reach shoppers with timely, relevant offers at scale.

Publicis Sapient has enabled public sector organizations to streamline citizen services and emergency assistance programs using Salesforce. By integrating conversational channels, agencies can provide real-time updates, automate application processes, and deliver more convenient, accessible support to millions of residents—demonstrating the power of experience-led transformation in government.

The integration of WhatsApp and Salesforce is more than a technical connection—it’s a strategic enabler of business transformation. Here’s how Publicis Sapient delivers value:

• Unified Customer Profiles: Consolidate data from every interaction—across WhatsApp, web, email, and in-store—into a single, actionable view within Salesforce Data Cloud.
• Journey Orchestration: Design and automate cross-channel journeys that adapt in real time to customer signals, ensuring every message is timely and relevant.
• AI-Powered Automation: Use chatbots and intelligent routing to resolve common queries instantly, freeing human agents to focus on high-value interactions.
• Continuous Optimization: Leverage advanced analytics and always-on dashboards to monitor engagement, refine messaging, and maximize ROI.

With decades of experience in digital business transformation and a pioneering partnership with Salesforce and Meta, Publicis Sapient is uniquely positioned to help organizations unlock the full potential of conversational engagement. Our approach is:

• Experience-Led: We put people—customers, employees, and partners—at the center of every solution, ensuring high adoption and lasting impact.
• Data-Driven: Our expertise in AI, data, and journey orchestration enables hyper-personalized, scalable experiences that drive measurable business outcomes.
• Industry-Proven: From CPG and retail to public sector and beyond, our solutions are tailored to the unique needs and opportunities of each industry.
• Agile and Accelerated: With pre-built accelerators and agile delivery, we help brands realize value at speed—often launching minimum viable products in as little as three months.

The future of customer engagement is conversational, real-time, and AI-powered. By integrating WhatsApp Business Messenger with Salesforce, Publicis Sapient empowers brands to deliver seamless, personalized experiences that drive growth, loyalty, and operational efficiency. Let’s connect to explore how our Conversational Experience Transformation solutions can help your organization lead in the era of digital engagement.

For more information, visit publicissapient.com/partnerships/salesforce.

Relevant Links

• Publicis Sapient's Salesforce Experience Design: Accelerating Digital Transformation Through Experience-Led Solutions
• Transformación de la Experiencia en el Sector Público Latinoamericano: Modernizando los Servicios Ciudadanos con Salesforce (LATAM)
• Publicis Sapient's Salesforce Experience Design: Accelerating Digital Transformation Through Experience-Led Solutions
• Salesforce Experience Design for Retail: Omnichannel Personalization and Unified Commerce
• Transformación de la Experiencia en el Sector Público Latinoamericano: Modernizando los Servicios Ciudadanos con Salesforce (LATAM)
• Transformation de l’Expérience dans le Secteur Public en Europe : Accélérer les Services aux Citoyens avec Salesforce (Europe)
• Transformación de la Experiencia en el Sector Público Latinoamericano: Modernizando los Servicios Ciudadanos con Salesforce (LATAM)
• Transformation de l’expérience dans le secteur public : Moderniser les services aux citoyens avec Salesforce (Europe)