Publicis Sapient Delivers Conversational Experiences with Salesforce and WhatsApp

Publicis Sapient, a digital business transformation company, today announced it will help deliver personalized customer experiences at scale for Salesforce customers using Service Cloud, Marketing Cloud and Commerce Cloud on WhatsApp.

Messaging is transforming interactions between people and businesses. Publicis Sapient will  help brands implement WhatsApp with Salesforce Service Cloud, Marketing Cloud and Commerce Cloud to boost engagement and help delight customers on the world’s most popular messaging platform with more than 2 billion daily users and over 100 billion daily messages. With the help of AI, Publicis Sapient will empower brands using Salesforce to tailor their interactions for seamless, meaningful and easy customer connections with WhatsApp.

Salesforce’s direct integration with WhatsApp Business Platform gives brands the ability to provide customers with a more personalized experience at every step of their journey. This versatility enables brands to effortlessly offer in-the-moment customer support and service and market and sell the most relevant products. For example, when buying new running shoes, customers can order the shoes – style, color and size – from their preferred brand on WhatsApp, pay on their phone and then arrange to collect them at a nearby store. At the store, customers can scan a QR code on WhatsApp to join a running support community group and explore registering for a marathon sponsored by the brand.  While training for the marathon, customers can seek personal advice on WhatsApp. This seamless end-to-end journey is all completed on customers’ preferred simple and convenient messaging platform.

“As a digital business transformation company, Publicis Sapient partners with its clients to transform their businesses by bringing together SPEED (strategy, product, experience, engineering and data & AI) capabilities that help them build a competitive advantage, deliver value to customers and accelerate growth,” said Nigel Vaz, CEO of Publicis Sapient. “Publicis Sapient is enabling our clients using Salesforce to offer unified, conversational messaging at scale to drive business growth.”

“WhatsApp-first business messaging enables Salesforce customers to provide personal and conversational experiences that increase sales, improve customer service and engage customers wherever they are,” said MichaeI Affronti, SVP and General Manager, Commerce Cloud. “Publicis Sapient is helping our customers deploy WhatsApp on the Salesforce platform to help them build new messaging experiences that meet their business goals faster.”

Named as a Leader in Digital Business Transformation Services by Constellation Research and a Leader in Experience Consulting Services by IDC and Gartner, Publicis Sapient also leverages its breadth of data and artificial intelligence services to apply deep AI and machine learning expertise across data strategy, science, analytics and engineering.

Salesforce, Service Cloud, Marketing Cloud, Commerce Cloud and others are among the trademarks of Salesforce, Inc.

Publicis Sapient is a technology company that provides enterprise AI platforms and services. With over 30 years of digital business transformation experience, we enable enterprise clients to transform how they operate and serve their customers, unlocking new value and enabling them to thrive in an AI-driven world. Our platforms Sapient Slingshot, Sapient Bodhi and Sapient Sustain use AI built off this deep enterprise context to help organizations modernize their legacy tech systems, build agentic solutions, and automate their IT operations.  The combination of our AI platforms and the expertise of our people enables us to deliver faster and more effective outcomes through solutions that are specific to the unique needs of our clients’ businesses, their industries and their customers.  Publicis Sapient is the technology hub of Publicis Groupe, uniting 20,000 people worldwide across 28 countries. For more information, visit publicissapient.com.

More than 2 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is free and offers simple, secure, reliable messaging and calling, all over the world.