WhatsApp chatbot: 7 steps to automate customer service

WhatsApp chatbot: 7 steps to automate customer service

7 easy steps to automate your customer service using whatsapp chatbot

Have you ever lost a customer because you could not respond to them promptly? This type of loss is costly because acquiring a new customer today costs 6-7 times more than retaining an existing one. The number one reason for customer frustration is “lack of speed” in response to customer queries. This frustration quickly translates into unhappy customers and a bad customer experience, after which 51% of customers will never do business with that company again. So the big question here is whether or not this massive loss can be avoided? Using messaging apps for customer service is a simple solution. Messaging apps like WhatsApp and WhatsApp Chatbot are the preferred channels of communication with customers. They are proving a boon in assisting businesses in extending customer service beyond traditional channels for faster resolution, thanks to their intelligent and business-friendly automation capabilities.

With over 2 billion users worldwide, WhatsApp is the most popular messaging app among the hundreds of options available. It not only provides incredible reach, but businesses can automate entire conversations and message flow with the help of WhatsApp API, WhatsApp Business app, and chatbots.

WhatsApp is an excellent platform for customer service. It puts your company just a click away from customers. However, resolving all queries is a difficult task for support teams. As a result, the WhatsApp chatbot is the best way to automate customer support. Bots, powered by artificial intelligence (AI), can provide customer support without sacrificing personalization.



There was a time when chatbots were so generic that they turned off users with simple, irrelevant responses. Because they could not understand user preferences, support automation was always at the expense of personalization.

Chatbots have become much brighter due to AI, NLP, and ML. Simultaneously, messaging platforms such as WhatsApp are expanding with features such as an easy-to-use interface, end-to-end encryption, and multimedia exchange. As a result of the combination of these two, users can now obtain self-service instead of relying on human agents for assistance. AI-powered WhatsApp chatbots make things easier, faster, and more personalized for each user.

Here are the different ways in which a WhatsApp Chatbot can help automate customer service:

  • Personalized meet and greet

  • Contextual Communication

  • Individualized offers

  • Answering customer queries

  • Sending appropriate notifications

  • Adding a personal touch

  • Gathering recommendations and Feedback


What does a WhatsApp Chatbot look like?

A chatbot on WhatsApp looks precisely like a chatbot on any other messaging platform. When users request an interaction with a company, they are asked to enter their mobile phone number to complete the process. When this happens, the chatbot will first pick up the message and figure out what it is about before responding.


Chatbots can be a great way to save time and energy because they understand the structure of language and can quickly create unique, creative content. However, it is critical for chatbot developers to understand their technology’s limitations and always have a backup plan in place. For example, if the chatbot fails, it will transfer the conversation to a human colleague after a series of questions.


In addition to contacting the organization, a company can initiate a conversation if they have provided an opt-in. These are also known as WhatsApp messaging templates. Businesses can use them to stay in touch with customers and promote upcoming product and service offers.


An opt-in gives a company permission to contact the individual. It can be accomplished by either the customer getting the organization directly or receiving an invitation from the organization. The company may initiate contact via email, Facebook message, Twitter Direct Message, WhatsApp message, or any other social media post. 



Here are seven ways to use a WhatsApp Chatbot to automate customer support


Personalized Meet and Greet

WhatsApp chatbot: Personalized Meet and Greet

The first greeting from an AI is not a robotic “Hi!” It captures users’ attention from the first message. An AI bot detects a user’s name during automated customer support to personalize the first greeting. The message has a more conversational tone and engages the user.

A generic bot, for example, would say, “Hi, I’m your chatbot,” whereas an AI chatbot would say, “Hi Will, I’m your virtual assistant; how may I assist you today?”

If you pay attention to both responses, you’ll notice a subtle difference that makes a big difference in a WhatsApp support conversation. People are accustomed to casual 1:1 conversations on WhatsApp, and they anticipate the same from your Verified WhatsApp Business account. And an AI-powered WhatsApp chatbot does the same.


Contextual Communication


An AI chatbot on WhatsApp can be integrated into various channels, including your website, social media pages, and advertisements. The bot deduces visitors’ intent based on their interests across all integrated channels. This comprehension results in a personalized text, which results in context-driven communications.

Machine Learning-enabled chatbots, as opposed to generic chatbots, learn independently over time and through more conversations to provide more personalized and context-driven interactions.


Individualized Offers

Customers who have previously purchased your products will receive personalized offers, discounts, and reselling deals. It makes existing customers feel more special, which leads to a purchase. They are pleased that the AI can send them offers for products they prefer via WhatsApp, resulting in long-term loyalty.


Answering Questions

You don’t want your customers to have to wait too long for answers to simple or complex questions. When you have an artificial intelligence chatbot integrated with a platform available on every mobile phone, answering customer queries becomes simple.

Using NLP and NLU technologies, AI chatbots can understand common and uncommon queries. Furthermore, they are prepared to respond with a helpful solution, information, or action. In addition, if a question appears to be too complex to be resolved automatically, AI bots enable human agents to take over immediately in the middle of the conversation. It initiates a three-way conversation on WhatsApp, ensuring immediate resolution of queries.


Sending Appropriate Notifications


Your agents don’t need to call customers to remind them of their upcoming bill payments. You can even stop sending emails informing customers about new product launches, special offers, and other announcements. A single AI chatbot for WhatsApp can handle everything. It can send important notifications, gentle reminders, and valuable alerts based on each customer’s preferences and previous behavior.


Adding a Personal Touch


AI gives your WhatsApp chatbot a distinct, appealing personality, similar to Alexa or Siri. You can create a character for a bot based on your brand positioning and industry standards. Then, allow it to engage users in amusing, witty, and friendly conversations.

It improves the experience your customers have when interacting with your brand. Furthermore, a distinct personality enables the bot to imprint your brand positioning in customers’ minds.


Gathering Recommendations and Feedback

WhatsApp Chatbot: Gathering Recommendations and Feedback

After resolving a customer’s query, it isn’t easy to collect feedback and reviews from them, especially when you direct them to static forms.

When you automate customer support with a WhatsApp chatbot, you also automate the feedback and review collection process. That, too, in a conversational tone, rather than handing out tedious forms to customers.



A messaging app is one of many contact points between a company and its customers. However, your customers will most likely rely on it in addition to your website, mobile app, and other business and support channels. It means that it is critical to ensure that your customers are attended to seamlessly and without missing a beat across channels.

Without a unified platform for collecting, addressing, and managing customer queries, your agents are likely to be working in silos and switching between channel-specific tools indefinitely. This switching between apps increases customer wait time and reduces an agent’s efficiency.

A solution such as WhatsApp Messaging has aided the integration of business communication channels into a single, unified interface and automation across the board (messaging, website, and apps). Businesses have been able to respond and engage with their customers using a single point of contact, regardless of the channel through which they communicate. It has resulted in a fantastic customer service experience.

BotPenguin is a chatbot creating platform which provides WhatsApp chatbot integration to fully automate your customer services. 

Check Out BotPenguin

Related Article:

What is a WhatsApp chatbot and how does it work?

BotPenguin is a friendly chatbot that loves to make lively conversations and keeps your visitors and customers non-doozy! BotPenguin promised his fellow penguins with an oath to make the world a conversational playground for everyone and works 24*7, 365 to make it happen. BotPenguin is a huge Adele fan and loves to surf the internet to say hello to everyone. You can have a date with BotPenguin through its favorite channels.

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