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Slow but steady
Financial Express Chennai
|June 18, 2025
HOW WHATSAPP IS QUIETLY REPLACING CRMS IN INDIA
IF YOU RUN a business in India today, big or small, chances are you manage most of your customers on WhatsApp. More importantly, it's changing expectations—every message deserves a reply, and that reply can now come instantly, whether it's from an AI or a human.
The thing is, CRMs have always followed where conversations happen. Email gave us tools like Salesforce. Phone calls led to IVR and call tracking systems. Live chat brought web-based help desks. In India, where WhatsApp is the most natural way for people to talk to businesses, it's no surprise that WhatsApp is turning into the default CRM.
But this time, we are not just logging conversations—we are actively engaging in them.
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