Why should brands use CRM Integrations on WeChat?

October 27, 2022

CRM or even sCRM is not something completely new. However, when store foot traffic dropped dramatically when the pandemic first appeared in China, brands were no longer able to rely solely on their offline sales. This pushed brands to step up their game and drastically improve their presence online. We can say that even though Chinese audiences were no strangers to private traffic before, COVID-19 really boosted this phenomenon. Clienteling, especially with the help of WeCom (previously WeChat Work), became one of the biggest trends in Chinese retail but B2B can leverage it just as well. 

Learning and understanding consumer data, user journeys, and content consumption patterns are very important for a successful marketing strategy. This is where customer relationship management (CRM) plays an important role. CRM can help connect brands with their customers. With more users becoming selective about what they read and view, it is crucial for brands to have a solid CRM strategy.

There are two types of CRM, 

  • The traditional CRM 
  • The social CRM or sCRM

Traditional CRM includes mails, emails, phone calls, etc whereas sCRM is customer relationship management through social media platforms like WeChat in China.

To learn more about WeChat CRM, as well as how to begin using WeChat for marketing, continue reading.

 

Advantages of CRM

Before going deep into the world of WeChat CRM, let’s see the advantages of using CRM in the first place. How it actually adds value to your business:

  • CRM systems enhance better customer service
  • Helps to identify new potential customers
  • Helps to scale up the business
  • Simplifies marketing and sales process
  • Improves the customer loyalty
  • Provides detailed analysis of customers
  • Helps to observe the most resonating topics and adjust content strategy accordingly

CRM in China is different from Western CRM. So, it’s a great option to choose WeChat CRM for businesses that are targeting Chinese customers. WeChat is more than just a content-pushing platform. Brands can really improve their interaction with their followers – clients or potential leads – thanks to a deeper understanding of their preferences and behaviors.  

WeChat sCRM

WeChat CRM is a powerful way for brands to connect with Chinese consumers, but it can be difficult to get started. CRM platforms give customers a user experience that goes beyond an impersonal buyer-merchant relationship. This leads to better conversion rates and more potential customers. 

WeChat generates data whenever a user interacts with a brand. The data gives a picture of a customer’s platform behavior because it includes information on the content checked and interacted with. The data also provides useful information on how a customer interacts with a brand on WeChat. However, as every marketing manager working on WeChat and checking the backend is aware, the data offered by WeChat is very limited. 

  • We can only see the follower’s avatar and display name (not a WeChat ID)
  • We only get overview data like age, gender, location, system
  • There is no way that we can connect this information by using only WeChat’s built-in functions

It’s possible to create tags and segregate followers manually however it’s a very laborious task. Based on that we can also do a very simplistic targeting when we publish a new article but only limited to country, gender, or our own previously created groups.

WeChat Segmentation

Upgrade your WeChat presence

It’s a very different situation if we connect a sCRM API with our WeChat account. A brand can more effectively engage customers on WeChat thanks to the data produced by the customer’s WeChat activity. Through the use of sCRM platforms, businesses can create campaigns and strategies that are more specifically aimed at high-value leads. In the end, this increases conversion rates and results in satisfying user experiences.

🇨🇳Before proceeding with any sCRM integrations on WeChat, make sure to be aware of the latest China’s latest Personal Information Law.

 

How to integrate CRM into WeChat

Integrations in WeChat are not the same for all brands. Brands have to understand their business needs to pick the best tool that works for them. These will not be the same for B2C or B2B brands. While lifestyle brands will focus more on selling through WeChat, B2B brands are more likely to leverage WeChat CRM to generate and collect leads. E.g. brands that have offline shops and offer WeChat payments to their clients will be able to connect the store data to their WeChat. 

💼10 ways for a B2B brand to generate leads on WeChat

Target audience plays a huge role in determining the best integration tool based on their demographics, technology usage, and more. By knowing your audience, brands will be able to make better-informed decisions about their integrations. 

It’s worth mentioning that only service accounts can use API and 3rd party tools to do segmentation.

Salesforce and WeChat

Many foreign companies entering the Chinese market already had rich databases on Salesforce.

Now, they can also link it with WeChat as it’s optimized for China. Salesforce allows tracking not only article interactions but also menu clicks, mini-programs logs, and more. There are some challenges to connecting both but it can be very rewarding and optimize user experience for your followers in the long run.

For example, Salesforce has some more advanced functions than Hubspot.

Other integration tools for WeChat

Here are some of the other WeChat integration tools available on the market with locally-developed solutions:

Youzan 

Youzan offers a simple data analytics system and a user-friendly WeChat library for managing shop operations. With almost 100 different tools to improve the user experience, this platform was specifically designed for WeChat. For businesses looking to sell products, Youzan is a good option.

Key features: 

  • Order management system for WeChat shops
  • Able to connect to Weibo
  • Simple WeChat backend operation
  • Schedule posting time
  • Auto-reply feature for  web page articles

 

Drip 

Drip has seamless integration with Wechat and a user-friendly backend. You can easily integrate WeChat accounts with Drip for customer management, posting articles, managing QR codes, and other basic functions.

Key features:

  • Personalized campaigns
  • Basic WeChat backend functions
  • HTML5 slides
  • API is flexible
  • Receive customer messages directly on WeChat

 

Parllay 

Parllay manages clients with thorough profiles, and provides client analysis, precise group messaging, and multiple enterprise APIs. It’s a platform that focuses on big data and is an expert at spotting significant data trends. It has numerous e-commerce integrations like QR-based checkout and payments.

Key features:

  • Tracks WeChat user behavior effectively
  •  WeChat QR code tracking
  • Multi-channel engagement
  • User tag automation
  • Predictive segmentation

Conclusion:

CRM can be a little daunting and finding the best solution is hard as there is no one size fits all. It is very important to understand your brand needs and pain points to choose the best one out there. Social CRMs are popular now and WeChat CRM is very crucial for any business that is entering the Chinese market. It helps to manage WeChat contacts and marketing activities effectively. Your brand can experience higher conversion rates and be in a position to always stay ahead of the competition by fully understanding WeChat sCRM.  

If you want to add a CRM integration to your WeChat account or wish to know about other marketing techniques in China, please contact our team. We use our knowledge and expertise to help businesses build meaningful partnerships and develop their networks among Chinese customers. For additional information, please contact us at contact@thewechatagency.com.

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10 Ways for a B2B Brand to Generate Leads on WeChat

March 29, 2022

Lead generation in China, and especially for the B2B sector, might seem a bit challenging at first but doesn’t have to. In the past, many Western brands relied on LinkedIn when reaching out to new prospects in China, but since the platform transformed itself into CareerIn late last year and removed its social interaction component, it became quite obsolete in terms of lead generation. 

If your company has an official WeChat account registered on WeChat (the biggest app in China) then you’re on the right path. WeChat, contrary to Western social apps which are largely used for personal communication, is used for both private and business purposes by Chinese users. This difference can be a big advantage for B2B brands in China (WeChat for B2B sector). Because emails or website are not top of mind for brand communication, Chinese users expect to find detailed information and receive updates from brands on WeChat. Staying within the WeChat ecosystem can actually make it even easier to guide your lead through an exciting and successful brand discovery journey – see our previous post-WeChat Marketing vs Website Marketing.

In the B2B lead generation on WeChat and nurturing funnel, it’s vital to figure out how to grow your visibility as a B2B player, automate the processes while also allowing customer care and sales reps to better identify and close deals. Let us walk you through some of the most relevant tactics depending on the stage of your relationship with your leads on WeChat. 

Lead Generation – How to Grow Your Exposure?

Since WeChat is a semi-closed platform, meaning that non-followers don’t receive updates from your brand, it’s not always easy for brands to immediately grow their fanbase. However, depending on your budget or time, you can try different approaches to grow your exposure on WeChat among users who haven’t connected with your brand yet. 

Ads

Tencent’s WeChat advertising allows businesses to place promotional messages on users’ timelines, WeChat Official Account articles, and even third-party mini-programs. Brands can use WeChat ads to increase the number of followers on their official accounts, boost traffic to their official website or mini-programs. Cost-per-fan for a B2B brand can get quite high with sometimes approx. 70 RMB (USD11) and is not without some industry-specific restrictions but it is still a great way to get exposure and unfollow rate for industry accounts are significantly lower than for B2C brands.

WeChat advertising has 3 major types – How To Promote Your Account On WeChat?

Whitelisting 

A great way to gain your visibility is working with your industry hot accounts. We can compare this cooperation to KOL (Key Opinion Leader) influencer marketing but on a B2B level. A bigger account with sizeable exposure and authority reshares your article directly. There are two other whitelisted sharing options:

1. Displaying a link to the original Official Account: At the end of the article, as the original content creator, you can request (or not) to provide a link to your official account (the link will be automatically added).
2. Permission to edit: The original material created may grant permission to edit the article to the partner account (otherwise it will be forwarded exactly as the original version).

You can also reshare articles from other official accounts. Please note that some restrictions for international accounts might apply.

 

Channels – for brand discovery 

WeChat Channels is a video platform within WeChat that allows users to produce and share short video clips and photographs to their own WeChat Channel. It was released for beta testing in early 2020 and two years later it’s becoming one of the most important WeChat components actively improved and promoted by Tencent. Check out our Beginner’s Guide to WeChat Channels.

Thanks to hashtags it’s much easier to discover new content on WeChat than before. Also, because WeChat is the first choice for professional communication it’s only natural that B2B visual content has a much higher chance to gain traction there than for example on Douyin (TikTok).

Only this month, Tencent introduced a new set of features that B2B brands can enjoy right away on WeChat Channels. Brands can now add service menus to the WeChat Channels main page greatly improving user experience and adding new functionalities to the account. WeChat added also new options for WeCom and Channels integration.

WeChat Channels

WeChat SEO-friendly articles

Yes, WeChat has its own search engine (SouYiSou, 搜一搜) and it’s getting more and more precise to index content across the whole Tencent ecosystem. To have your content featured in search results publish articles with a focus on keywords with regularity. Content authority is important too so don’t forget to encourage the right engagements.  Leveraging the rest of the Tencent ecosystem like WeChat Channels can further improve your results.

WeChat, like other search engines, prioritizes the most relevant content. It is critical for brands to use keywords in article text and headlines when developing content. The viewer engagement rate is another parameter that WeChat search looks at. This covers impressions, clicks, and post-reactions. A higher interaction rate means a better ranking in the WeChat search results.

QR codes

Not to forget, QR codes are the lifeblood of the platform on WeChat. Ideally place them on your physical product, marketing materials, and online.

When a user scans a code, it can land on your official account directly. A code that also leads to a mini-program or a mini-site within the WeChat ecosystem. These may be readily customized to display your most critical information (much like a landing page). Since it does not require users to install any third-party programs, this direct presentation of information has been able to deliver a smooth customer experience for businesses.

Nurturing Your Prospects – Maintain Meaningful Relationships

WeChat users are already actively interested in your brand and landed on your official WeChat account welcome page. This is a great situation and you can leverage it. With account optimation, regular articles, and other tools you can reach out to your fans and keep in touch. It’s your turn to meet, or ideally exceed their expectations. 

Welcome message and menu

When new users start to follow your official account, they are automatically greeted with a welcome message. This micro-moment can help them to understand your brand better and encourage them to take the next steps if your welcome message is optimized to give them the details and information they need – apart from the text you can add links, images, mini-programs, and more in there.
WeChat Channels Menu
The menu is another element brands shouldn’t overlook and you might even decide to allocate more effort to it. Treat menu as always-on content. We talked more about what the menu is and why is it so important and how to optimize it in our previous posts.

Basic segmentation

If your business has many departments and clients are interested in different topics it’s a good idea to segment your followers. This way you can send them articles relevant to their departments. Ask users about their preferred departments in the welcome message and manually label them in the backend. This method works when you have a relatively small fanbase and only if followers reply.

CRM integration

More advanced segmentation and targeting require a proper CRM (Customer Relationship Management).  To maximize the impact of the WeChat unified ID, brands must establish a link between WeChat OA and CRM. If you want to run more complicated campaigns, you may need to connect them to a marketing cloud. Take, for example, Salesforce CRM and Marketing Cloud.

💼 Why should brands use CRM Integrations on WeChat and how about Salesforce?

WeCom

Tencent’s (WeChat’s parent company) version of WeChat for businesses, previously known as WeChat Work, is gaining traction among businesses.

WeCom is a business communication and office application that offers the same communication experience as WeChat. At the same time, it offers a broad set of open-source applications connected with the WeChat ecosystem.
It can assist businesses in connecting internally, with ecosystem partners, and with customers. It’s also worth noting that WeCom has an API that allows you to access and combine WeChat’s capabilities with other apps. 

WeChat WeCom

Private traffic

The use of private traffic is another element of WeChat B2B lead generation marketing. Setting up, monitoring and activating a WeChat group can take time. It’s a really great way to keep in touch with the followers and clients in real-time and initiate meaningful discussions.
Essentially, this is direct communication with lead segmentation. The scaling effect might convert more deals from a promotion campaign in the private chat group as more leads opt-in.

WeChat – A Great Tool for B2B Brands

As you can see, WeChat is more than just a social media platform. With its multitude of customizable tools, it offers a great approach to engaging with customers and increasing brand awareness. Bridging the gap between online and offline with a segmentation strategy and CRM can truly enhance communication with your prospects. 

Though WeChat lead generation has its challenges, it is a worthwhile process. If you want to get into the Chinese market, don’t miss out on this opportunity.

If you require further support with setting up your account or generation on WeChat, please contact our team. We use our knowledge and expertise to help businesses build meaningful partnerships and develop their network among Chinese customers. For additional information, please contact us by phone – Shanghai or Hong Kong.

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Top 5 alternatives for LinkedIn in China you need to know now

November 29, 2021

Linkedin, the world’s most popular professional social networking site, recently announced that it will cease operations in China due to a “significantly more challenging operating environment and greater compliance requirements in China,” according to Mohak Shroff, LinkedIn’s senior vice president of engineering. LinkedIn has been the only major Western social networking platform operating in China for nearly seven years.

China was LinkedIn’s second-largest market behind the United States, with over 54 million users. They would lose access to a platform for networking with professionals from other nations as a result of its departure. There are none with a similar global reach in China.

However, there are a few Linkedin alternatives to consider for users in the world’s most populous country, and here is a list of a few of them.

⚠️ August 2023 UPDATE: WeChat as a LinkedIn Alternative in China – Navigating Professional Networking Beyond Borders

Alternatives for Linkedin

Maimai

Maimai is a China-based career and social networking platform with over 80 million users. Lin Fan established the platform in 2013, and it is now China’s most popular professional social networking site, surpassing LinkedIn. 

You may acquire access to relevant firms, clients, and investors by using MaiMai instead of wasting time on other random and foreign platforms looking for the right partners. And since China’s corporate structure is so complex, such platforms make it easier to communicate directly with the company’s decision-makers.

 

Angelist

Unlike LinkedIn, Angelist focuses on entrepreneurs and industry newcomers interested in pursuing a new career path.

If you’re wanting to invest in a startup, raise capital for your own startup, or recruit professionals for your firm, AngelList is the place to go.

 

Xing

Xing is a European-Asian version of Linkedin, with over 200 countries represented and a multi-language (over 16 languages) interface to aid networking in a culturally varied world. 

Another appealing feature is the opportunity to attend events organised by Xing’s “Ambassadors,” where professionals may network, share ideas, and seek business guidance.

 

Hired

Hired is a great place to look for a job if you’re looking for one. They’re a two-sided marketplace that connects cool companies with tech talent while also providing free professional profile hosting.

 

Meetup

Meetup is the most preferred LinkedIn alternative because of its corporate features, social features, easy registration procedures, and new “virtual interview” tool for speeding up recruitment processes. 

Meetup will keep you up to date on any events that may be of interest to you and are strongly recommended when applying for jobs at startups. It is used by 16 million people in 196 countries throughout the world.

 

Conclusion

Overall, it is critical to emphasise the significance of networking in China. Many contracts and economic ventures are agreed upon based on people’s contacts. So, if you want to flourish in the very competitive Chinese market, you’ll need to make some “good friends” who can assist you and your company.

So, regardless of which platform you choose to join, social business networking is important and may assist you in developing these contacts, which can help you grow your business in China.

If you require further support with setting up your account please contact our team. We use our knowledge and expertise to help businesses build meaningful partnerships and develop their network among Chinese customers. For additional information, please contact us by phone – Shanghai or Hong Kong

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WeChat for B2B Sector

October 4, 2021

We’ve always heard that WeChat is a wonderful tool for marketing to customers. But what about B2B marketing on WeChat?

B2B Marketing on WeChat

Since the B2B e-commerce sector began to flourish in 2013, B2B businesses have had to adapt their marketing strategies to stay up with the ever-changing channels and platforms. Because marketing methods vary swiftly in China, western approaches may not produce the best outcomes for B2B companies. As a result, determining the best platform for building relationships and generating leads is crucial.

Tencent’s Super App, WeChat, provides the ideal ecology for B2B businesses. WeChat, which has over 1 billion monthly active users (MAUs) and 80 million public account followers, may help businesses expand if used effectively. Many Chinese people no longer carry business cards to networking events, meetings, or conferences. They merely scan each other’s QR codes on WeChat.

Businesses may conduct one-on-one direct conversations with their customers, as well as one-to-many messaging possibilities inside groups, multimedia communication, and mobile data sharing, all of which make WeChat a useful and successful corporate communication tool.

WeChat also has a multitude of built-in features, such as stock ordering and administration, quizzes, and lessons, to name a few. To get the most out of this platform, make use of as many relevant features as possible. Furthermore, the WeChat app makes any work-related information more engaging, fascinating, and enjoyable. As a result, every company’s marketing efforts should include WeChat B2B platforms.

Types of WeChat accounts

First and foremost, you will require a WeChat official account. Businesses can use a WeChat official account to communicate with customers and boost brand awareness.

The 3 types of WeChat official accounts are subscription, service, and corporate.

Both subscription accounts and service accounts are appropriate for B2B marketing.

Since it allows organisations to maintain direct relationships with clients, a service account is preferable for service-oriented enterprises and after-sales departments. Only service accounts have access to CRM, custom menus, payment integration, and mini websites.

💼 Why should brands use CRM Integrations on WeChat and how about Salesforce?

 

What Are Some of the Beneficial Features of WeChat for B2B Marketing?

 

  • WeChat Web Analytics Tool
    Businesses can utilise WeChat web analytics to see how customers engage with their websites and gather feedback on their performance in order to enhance their products or services.

 

  • WeChat Translation Tool
    Businesses will benefit from WeChat’s in-app translation service, which is available for iOS and Android users. When doing business in China, you must be completely immersed in the culture. Poor translation will result in poor marketing outcomes and harm your brand’s image. It also aids firms in gaining a better knowledge of the demands and needs of their target audience.

 

  • WeChat Template Message Tool
    Official accounts can utilise a template message to deliver crucial service notifications to their customers, such as a message informing them that a purchase has been completed successfully.

 

  • WeChat Communication Tool
    Official documents, contacts, excel sheets, videos, and plans can all be sent over WeChat. The B2B segment allows businesses to communicate swiftly with one another via messages.

 

  • WeChat Group Message Tool
    You can send gender and location-based group messaging to your target audience. This function allows you to reach the proper target audience while avoiding annoying other groups of people who aren’t interested.

Other features available include an automatic reply tool, a personalised menu tool, and many more.

 

Conclusion

WeChat B2B marketing is a wonderful tool for businesses looking to market their goods or services to Chinese customers. To create the best marketing strategy, you must not only use all of the features of WeChat B2B, but you must also understand your opportunities and challenges.

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5,000 followers on WeChat in 48h with no media nor influencers, how Groz-Beckert & KRDS did it?

June 29, 2017

Launching a new brand on WeChat is serious challenge. Specially when your client is strong B2B player but with little awareness in the general public eye.

So on June 6th, Groz-Beckert launched its official account. 48 hours later, they recruited over 5,000 followers without using any media, KOL, events or third-parties promotion.

How KRDS helped Groz-Beckert achieve such results?

Identify and rely on your strength

The short answer to this question is that Groz-Beckert was able to achieve this feat by relying on the people they trust best – Groz-Beckert staff and sales teams.

Before looking outwards for KOL or media solutions, brands must remember that WeChat is a customer servicing platform first that can be turn into an excellent and effective marketing tool. Therefore, to be successful on WeChat, you must ensure you are actually recruiting your clients first. The rest will come much easier, as your clients have the most authority spreading your brand message among their community.

So, the questions is, who better than your on-site sales people and staff that can successfully interact with your clients and welcome them on WeChat? No one.

Will they do it out of the blue? No. Sales people are busy and if you do not create the right tool and incentive to push them to promote your company they will not do it. Period.

Build the right tool and campaign

To answer this challenge, we created a WeChat connected APP where every Groz-Beckert staff could log in easily to generate a unique personal QR code.

This unique QR code was connected with each staff which enabled us to live-track how many followers they recruited individually making sure they are unique users.

To spice up the competition, a penalty was also given if the user unfollowed the account later.

Using this simple mechanism, the staff were able to recruit followers and the competitive spirit made them want to recruit more number of followers.

To aid this, a leaderboard was created that displayed the individual performance, and the top staff on the leaderboard will walk away with big rewards and recognition from Groz-Beckert.

Segment and collect data about your community

Furthermore, the structure allowed us to understand how followers were recruited through different staff departments and provided us more insight into the client’s interests,

This mecanism helped Groz-Beckert and KRDS to compartment and target specific audience to push relevant content to them in the future.

If you have been following KRDS closely, you would know that we shared the same success story with BNP Paribas a few months ago with a similar approach.

So the only question pending is when you will get in touch with us to help you implement a similar winning strategy for your brand on WeChat!

ABOUT GROZ-BECKERT

Groz-Beckert is the world’s leading provider of industrial machine needles, precision parts and fine tools, as well as systems and services for the production and joining of textile fabrics. All around the world, the products and services support the textile processes of knitting and warp knitting, weaving, felting, tufting, carding and sewing.

The company, founded in 1852, employs around 7,700 people and turned over about 665 million euro in 2016.

All of the threads come together at the headquarters in Albstadt, Germany. The family-owned company also disposes of other production sites in Germany, Belgium, the Czech Republic, Portugal, USA, India, China and Vietnam. Scores of sales affiliates and sales partners top off the international presence.

Groz-Beckert offers its customers a comprehensive partnership – without boundaries and on site in over 150 countries.

ABOUT KRDS

Incorporated in 2013, KRDS Shanghai, the social and mobile agency has been ideating and producing digital content and social media campaigns, on Weibo and WeChat, for many local and international clients, to name few Club Med, Louis Vuitton, Air France, BNP Paribas, Biotherm …

ABOUT AURELIEN FERRIE:

In China since 2010, Aurelien FERRIE joined KRDS in 2013 as General Manager – Greater China.

With KRDS, he is helping international clients (Air France, Club Med, Louis Vuitton) to grow their visibility on Chinese social media platforms.

With a strong experience in sales and marketing, Aurelien quickly became an expert of Chinese social media platforms, especially WeChat, that he consider to be one of the most innovative platform in the world. His ambition is to keep growing his digital expertise and experience to keep offering the most innovative online solutions to brands in China and in the world.

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