One of the essential parts of bolstering your business presence is to reach customers where they are already. Looking at the current scenario, WhatsApp is undoubtedly the most used messaging app across the globe. With over 1.6 billion monthly active users spread across 180 countries, WhatsApp has emerged as the messaging space’s global leader.
Initially, it started as a platform for users to connect with their friends and family, and now has evolved into a powerful medium for businesses to engage with customers.
What is a WhatsApp chatbot?
A WhatsApp chatbot is a software framework that runs behind the WhatsApp for Business API platform and is driven by a defined set of rules or Machine Learning, in some cases. These chatbots are designed to interact meaningfully with customers over a chat regarding their queries and find a real-time solution. Using this service not only helps you have a better interaction with your customers on a channel that they are used to but also enables you to build a long-term healthy relationship with them by managing their issues in real-time.
“In some countries, WhatsApp is like oxygen.” – Jan Koum.
Benefits of a WhatsApp chatbot
Imagine the customer’s satisfaction if they don’t have to wait several minutes before talking to customer care agents. With the WhatsApp chatbot solution, your customers need to send a message through WhatsApp, and they will get instant support from you. Not just that, notifications like reminders, any critical updates, etc., will add value to your business.
WhatsApp chatbot can benefit your business in many ways:
Statistics suggest that WhatsApp chatbot campaigns have a 70-80% open rate and a click rate of 15-60%, which is higher than any other channel.
Types of WhatsApp chatbot
The exciting part of chatbot space is the variety of chatbots. But it comes down to what you want to achieve out of it. Most common, there are 2 types of chatbots:
- Ruled-based chatbots: These chatbots are pre-designed to solve a particular set of queries and answer it as per instructions.
- AI chatbots, also known as Conversational chatbots: This chatbot automatically learns after a bot developer’s initial training period.
According to Accenture’s research, “56% say conversational chatbots are driving disruption in their industry, and 43% report their competitors are already implementing the technology.”
How different industries made customers reach out to them on WhatsApp?
No matter what industry you are in, you can leverage WhatsApp chatbot for generating more leads and revenue for your business. Industries like Banking, Telecom, Retail, eCommerce, and Healthcare have already started applying WhatsApp chatbot for different purposes. The types of WhatsApp messages are as follows:
- Collecting and responding to customer’s feedback
- Providing instant services like tracking and replacing purchased products
- Sending important notifications
- Offering 24×7 support
- Providing information on medical subject
- Billing inquires and order updates
- Booking inquiries and payment confirmation
- UPI-based payments service
- Alerts, notification, and warnings
Data from Google Trends shows that consumer’s interest in chatbot AI solutions has increased ten-fold over the last 5 years.
How to set up your WhatsApp business chatbot?
Applying for WhatsApp Business API
The very first step to create a WhatsApp chatbot is to apply for WhatsApp Business API from a solution provider. You need to submit a few necessary pieces of information about your organization.
Choosing a chatbot platform
Choosing the right chatbot platform is one of the most critical part of this journey. This solution provider will integrate the chatbot with your WhatsApp API for you. This will ultimately vary based on your goals.
Creating conversational flow
This will be the most crucial step in creating a WhatsApp chatbot. You and your solution provider have to think for all possible questions and answer your client may ask. With the help of robust planning and execution, you can achieve your goals.
Testing and evolving
The final step will be testing the process and evolving over a period of time. To build a high-quality WhatsApp chatbot, you need to identify the problems and ask similar types of questions again and again. This will help you identify the chatbot errors if any, and you will be able to fix them right away.
Businesses succeed when they understand customer’s needs and solve those problems in the best possible methods. Reaching out to your customer where they already are will only make this easy. One of the most significant benefits of having Whatsapp chatbot is that it can help you build a long-term relationship with your customers without asking them to move to another channel. With the right solution provider, customer acquisition, customer activation, and customer support can be streamlined, and your customers can enjoy better services than your competitors.
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