Swapnika Nag
|
Jan 27, 2024
Why Teams Rely on WhatsApp for Customer Success
With 2.7 billion users in 2025, WhatsApp is the second most popular messaging app worldwide, after Facebook. Its ubiquity makes it a natural choice for businesses looking to engage with their customers quickly and effectively. Many customer support teams use WhatsApp to answer queries, troubleshoot issues, and even close sales. However, as the demand for efficient customer communication grows, the need for specialized tools has become clear.
To get the most out of WhatsApp, businesses need tools that are tailored to their specific customer success workflows. In this article, we’ll explore the five best WhatsApp tools for customer success in 2025 and how they can help streamline your operations.
Two Categories of WhatsApp Customer Success Tools
Before diving into the list, it’s important to understand the two types of tools available for customer success on WhatsApp:
Tools for Regular WhatsApp Numbers: These tools work with regular WhatsApp accounts and support both WhatsApp Groups and individual chats. They are ideal for teams that rely on group collaboration as well as one-on-one customer interactions i.e. B2B businesses or B2C services focused businesses
Tools for WhatsApp Business API Numbers: These tools are designed specifically for WhatsApp Business API accounts, supporting only one-on-one chats. They are well-suited for businesses managing high-volume, transactional customer interactions i.e., B2C businesses
Now, let’s dive into the top 5 tools and highlight which category each belongs to.
Top 5 WhatsApp Customer Success Tools
1. Periskope
Periskope is a game-changer for teams juggling multiple customer interactions on WhatsApp. Its shared inbox feature simplifies communication, enabling seamless collaboration across team members. Importantly, Periskope supports both individual chats and WhatsApp Groups, making it perfect for B2B teams.
Category: Tools for Regular WhatsApp Numbers
Key Features:
1:1 and Group Chats Management: Easily manage individual and group conversations with features like labeling and assignment.
Integrated Ticketing: Turn WhatsApp messages into actionable tickets.
AI-Enabled Flagging: Ensure no customer query goes unanswered with intelligent alerts.
Automated Workflows: Automate replies, escalate issues, and ensure timely responses.
Integration Capabilities: Sync with CRMs and other systems for unified customer data.
Periskope is particularly effective for B2B teams that rely on both WhatsApp Chats and Groups to communicate with clients, helping them stay organized and responsive.
2. Freshchat
Freshchat is an all-in-one platform for managing customer inquiries across multiple channels, including WhatsApp. It leverages AI-driven bots and automation to streamline customer support.
Category: Tools for WhatsApp Business API Numbers and 1:1 Chats only
Key Features:
AI-Powered Chatbots: Automate repetitive queries and free up agents for more complex issues.
Priority Support Handling: Highlight and address high-priority customers swiftly.
Collaboration Tools: Enable teamwork among agents for faster resolution times.
Integration Capabilities: Integrate seamlessly with CRMs and other tools.
Freshchat’s robust automation and AI features make it an excellent choice for B2C businesses with high transaction volumes and cross-channel needs.
3. Zendesk
Zendesk’s WhatsApp integration is part of its larger customer service suite, making it a powerful tool for teams managing inquiries across multiple channels. It focuses on unifying communication for a seamless support experience.
Category: Tools for WhatsApp Business API Numbers and 1:1 Chats only
Key Features:
Unified Support Platform: Manage WhatsApp, email, and chat in a single dashboard.
AI and Automation: Deploy AI agents to handle repetitive inquiries.
Ticket Dashboard: Diverse filtering options for quick ticket management.
Zendesk is ideal for B2C companies that require a unified platform to manage customer interactions across various channels.
4. Timelines AI
TimelinesAI is perfect for teams that need a shared inbox for WhatsApp messages across multiple numbers. It’s particularly valuable for B2B businesses managing both one-on-one and group chats.
Category: Tools for Regular WhatsApp Numbers
Key Features:
Unified Inbox: Consolidate conversations from different WhatsApp numbers.
Automated Workflows: Automate tasks like sending customized messages and assigning chats.
One-Click CRM Integrations: Integrate with popular CRMs like Pipedrive, HubSpot, monday.com, and Salesforce.
TimelinesAI’s ability to handle both group and individual chats makes it a versatile choice for businesses looking to simplify their WhatsApp communications.
5. EazyBe
EazyBe is a lightweight yet powerful tool that bridges WhatsApp and CRM systems. Its AI-driven insights make it a great choice for sales teams managing leads through WhatsApp.
Category: Tools for Regular WhatsApp Numbers
Category: Tools for Regular WhatsApp Numbers
Key Features:
CRM Integrations: Sync WhatsApp conversations with platforms like Salesforce, HubSpot, and Zoho.
AI Triggers: Analyze conversations to gauge customer sentiment and predict deal outcomes.
Smart Labeling: Automatically sort leads with AI-powered labels.
EazyBe’s sales-focused features make it ideal for businesses using WhatsApp primarily for prospecting and lead management.
Tools Compared - at a glance
Periskope vs Freshchat vs Zendesk vs TimelinesAI vs EazyBe — at a glance
The Future of Customer Success on WhatsApp
As WhatsApp evolves, so do the tools that help businesses enhance customer experience. For B2C companies managing high transaction volumes across multiple channels, Zendesk or Freshchat may be ideal. Meanwhile, B2B companies relying on WhatsApp Groups and ongoing technical support can benefit from tools like Periskope, TimelinesAI, and EazyBe. Choosing the right tool depends on understanding each platform's features and how they align with business needs.
