Stop Losing Leads: Connect WhatsApp Business to your CRM (and watch response times drop)

But, when conversations live in personal inboxes, important context gets lost. Leads slip through the cracks. Compliance becomes harder to manage. That's where integrating WhatsApp Business with your CRM makes all the difference, bringing speed, structure, and visibility into every customer interaction.

WhatsApp is no longer just a chat app for businesses

WhatsApp is now a core business communication channel in Singapore—it's the most favorite messaging app of 2025. Customers use it to ask questions, confirm appointments, track orders, and resolve issues, often expecting near-instant replies. YouGov's report in 2021 revealed 61% of Singaporeans prefer to use WhatsApp when inquiring about a product or service over other conversational messaging platforms. And this is also true for customer support, where 57% of Singaporeans prefer to use WhatsApp when seeking customer support.

This creates both opportunity and risk for business. Without structure, WhatsApp conversations can quickly turn into scattered messages across multiple phones, agents, and accounts. That’s not scalable—and it’s certainly not measurable.

Why using WhatsApp Business without a CRM holds back your team

Businesses rely on Customer Relationship Management (CRM) tools to manage and store customer details. WhatsApp Business alone is a great starting point, but it wasn't built to manage complex customer journeys. Without CRM integration, teams face:

• No shared visibility across sales, services, and operations
• Manual copying of chat details into spreadsheets or systems
• Limited reporting on response times, conversions, or follow-ups
• Higher compliance and governance risks when chats live on personal devices

In a market like Singapore, where accountability and transparency matter, this quickly becomes a bottleneck.

CRM + WhatsApp: One inbox, full customer support

The business environment has become increasingly competitive with the growth of digital communication. The key to standing out from the competition lies in offering a top-notch, memorable experience. WhatsApp provides direct communication between companies and customers, enabling real-time interaction that can improve satisfaction and loyalty to the brand. With its easy access and quick responsiveness, WhatsApp Business can influence customers’ perception and behaviors when choosing a product or service. Whether you’re using it for contacting leads or customer support, it can be concluded that customer engagement through WhatsApp Business significantly increases the number of consumers.

When WhatsApp Business is integrated into your CRM, every conversation becomes part of the customer record. That means:

• All messages are automatically logged under the right contact or deal
• Teams can see the full conversation history before replying
• Handover between sales, support, and operations becomes seamless
• Managers gain visibility into performance, response time, and outcomes

Instead of jumping between tools, your team works from one trusted system—faster, smarter, and with less friction. However, efficiency alone isn't enough; businesses also need control. CRM-integrated WhatsApp helps your business to:

• Maintain access control and role-based permissions
• Keep a clear audit trail of customer communication
• Reduce dependency on individual phones or personal numbers
• Support data protection and internal governance requirements

This way, you move fast without compromising trust or structure.

Cold-calling is dead, WhatsApp is on the rise

With Singaporeans' preference to communicate with businesses via WhatsApp, a question arises: Is cold-calling dead?

In Indonesia, for example, not only does WhatsApp affect customer satisfaction and loyalty, but in this particular LinkedIn post by Saleh Nabil, he wrote, “In London, a cold call is 'Hustle’. In 2026 Jakarta, a cold call is ‘Terror’." Is it really?

If you’re counting the “Couldn’t agree more”, “Accurate”, “Valid”, or “Very true” from this post, you’ll just get lost in it. An International Sales Specialist commented on the post, stating that written communication is preferred at the early stages, where salespeople can share catalogs and product information, allowing customers to review the details. Phone calls are deemed more intrusive than written communication, and are only effective when customers express their interest and trust has been established.

Integrate your WhatsApp Business with your CRM

We understand the importance of continuously adapting to the ever-changing business environment. You will find the 5 key success factors that Boston Consulting Group (BCG) introduced to help optimize business messaging helpful, if not a revelation. Based on these five factors, integrating WhatsApp with your sales CRM will help your team work seamlessly and more efficiently, as the need to switch between apps is eliminated—everything can be done in one platform—while also breaking down organizational silos, creating seamless customer journeys, and enhancing data security.

The WhatsApp Business Integration for monday.com is intended to automate WhatsApp communication directly within monday CRM. This way, your team can connect tasks with WhatsApp messaging, empowering your organization to streamline workflow and increase productivity. Those chat histories that get lost in time or those spreadsheets you manually input for performance tracking are no more.

Escalating issues in customer support, gathering customer feedback, or managing sales pipeline can all be done through monday CRM once the integration is set up. Imagine how efficient your team can become!