More is needed for businesses to be present on key customer communication channels. Today's communication is ubiquitous and available on all media.
Many companies are concentrating on WhatsApp Business to improve their customer support services. You did hear correctly. Additionally, WhatsApp offers a free chatbot option for business owners.
A WhatsApp chatbot is an automated piece of software that uses artificial intelligence (AI) or rules. Users can communicate with the WhatsApp chatbot just like a real person through the chat interface. It's an automated series of WhatsApp messages that mimic real human conversation.
Over 50 million people use WhatsApp Business.
Today, any organization can gain immediate access to a New Cloud-based API by signing up or getting started with one of the business solution providers. Why not start using WhatsApp Business right away to improve customer communication?
This blog delves into WhatsApp chatbots, investigating what they are, whether you should use one, how to create a WhatsApp chatbot, their advantages, and how they improve customer service.
What is Whatsapp Chatbot?
WhatsApp chatbots are, as the name implies, automated chatbots that operate on the WhatsApp platform. They function similar to other chatbots, sending messages to customers, responding to their inquiries, and assisting them in their purchasing journey.
Consider WhatsApp chatbots to be the most recent iteration of chatbot technology. Companies have long recognized the value of chatbots in improving customer experience while reducing unnecessary customer service costs.
WhatsApp chatbots offer the same level of service and assistance as standard chatbots. However, consumers do not need to visit companies' websites to get answers from these bots; they can simply ping them by sending a message through the most widely used messaging app.
Use cases for certain WhatsApp chatbots
Let's look at how businesses may employ WhatsApp chatbots to improve customer service.
- Generating sales: WhatsApp chatbots can drive sales through advertisements. For instance, a business may run a series of social advertising on Facebook and Instagram with a call-to-action (CTA) that is straightforward and easy to understand, such as "Call Us." Customers who click the call to action are taken to a WhatsApp chatbot where they can place orders.
- Support for the entire sales funnel: Businesses may use WhatsApp chatbots for support at every point. For instance, customers can use WhatsApp chatbots to enquire about a product's pricing, the range of sizing options offered, when it is in stock, and the estimated delivery date. They may use the same WhatsApp chatbot after purchasing to arrange returns, handle refunds, or give reviews.
- To get client feedback: 89% of businesses compete primarily based on customer experience (CX). A great CX is a big competitive advantage because it distinguishes your business from rivals and improves your brand's reputation. Businesses must periodically evaluate their performance to identify what they're doing right and where their CX is lacking. Management philosopher Peter Drucker reportedly stated, ‘What is measured gets controlled'.
Businesses can use WhatsApp chatbots to gather client reviews for their products, get input on the sales process, and help calculate customer satisfaction (CSAT) levels. The best part about these reviews is how simple it is for people to post them. To send a short message (or choose an appropriate emoji), they must open WhatsApp; the procedure takes a few seconds.
- Abandoned cart recovery: Regrettably, 68.8% of all carts are abandoned throughout the purchasing process. The buyer might have been too busy, unsure whether to proceed, or forced to wait until payday to finish the transaction.
- Yet, there is good news: Businesses may nudge prospects to restart the purchasing process by sending a customized message to customers reminding them that they have items waiting in their carts. One company even recovered 70% of their abandoned carts using WhatsApp reminders.
Just keep in mind a few simple guidelines. First, try not to be too forceful. Don't press customers to complete their purchases; gently remind them they still have some items in their trolley. Next, if necessary, point out any approaching due dates (for example, "Finish your order before the 20% offer ends on Friday"). Third, make it as simple as possible for customers to finish the transaction by including a link directly to the payment page.
Want to integrate with a Whatsapp chatbot? Where do you start?
It's simple to create a WhatsApp chatbot, but you should aim to create a sophisticated one and have a good plan. It resembles creating Facebook Messenger bots. However, there is more customization flexibility with WhatsApp. For building a reputable WhatsApp without being blocked by it, obtaining WhatsApp's approval is also necessary.
Follow these 5 simple steps to create your WhatsApp chatbot:
1. Apply for a WhatsApp Business API
To build a WhatsApp chatbot, the WhatsApp Business API must be used. There are two possibilities, including
- As an end client
- As a solution provider,
The application should have the following:
- Name of the company
- Website URL
- Name and information of the company representative
The business can begin using the WhatsApp Business API once it has been reviewed and approved by WhatsApp.
2. Collaboration with a solutions provider
If you're new to WhatsApp business/chatbots, it's a good idea to seek expert advice. For instance, by collaborating with a solution provider. Third-party WhatsApp Business solution providers are experts in the WhatsApp Business platform. At the moment, there are 65 recognized solution providers. The existing chatbots for your business can be connected to the WhatsApp platform with their assistance, and they can also respond to any questions you may have as you go along.
3. Choose a chatbot application
A good chatbot app can help you save a lot of time when developing a WhatsApp chatbot.
Numerous excellent applications are available, so starting from scratch is unnecessary.
To run your chatbots, you'll need an application, such as BotPenguin. BotPenguin seamlessly integrates with WhatsApp, making it the ideal choice for any business setting up its own WhatsApp chatbot customer service solution. BotPenguin's drag-and-drop feature complements its beautifully designed user experience.
BotPenguin allows for human interaction in addition to bot-assisted real-time dialogue handling. If you want to deal with a hot new lead directly, you can always take control of client interactions.
A tool with these many features will take a lot of work to find. BotPenguin already has several clever methods for interacting with your audience.
Contact a team member today for more information on how BotPenguin works.
4. Consider the dialogue and conversation capabilities
You can skip this step if you already have your website chatbot. If not, take your time and carefully consider the issues you want your chatbots to address and how you want them to interact with customers.
Begin by outlining the specific tasks you want chatbots to assist you with. Assume you want them to assist customers in placing orders, providing delivery updates, assisting with abandoned cart recovery, and collecting CSAT feedback. In this case, you must ensure your chatbot has the necessary dialogue for each task.
That's not all, though. Chatbots may occasionally be unable to fulfill a user's request. You should therefore give your WhatsApp chatbot the ability to recognize when it can't assist customers with their inquiries and be able to refer them to someone more qualified (e.g. a customer service agent).
5. Testing of the WhatsApp Chatbot
Last but not least, test out your WhatsApp chatbot. Testing is required to improve customer satisfaction and have a high-quality WhatsApp chatbot. Customers can make requests to the chatbot by posing questions.
Analyze the effectiveness of your chatbot in handling different situations that your customers might encounter. Try to be as sincere and impartial as you can. It serves no purpose to launch a poor service that ultimately aggravates more customers than it satisfies. Before it goes live, make any necessary adjustments to your WhatsApp chatbot's service that could be made.
Different ways to integrate WhatsApp with a website
Users of WhatsApp can click a URL to start a conversation with a particular person or business by using the click-to-chat feature. You can do this even if you don't store phone numbers on your device.
2. Utilize the WhatsApp API documentation.
Start with the most challenging (yet still manageable) response. Using this method, you can include the click-to-chat link anywhere on the website.
3. By utilizing a Hyperlink
Linking is the simplest way to connect your website and WhatsApp Business number. There are numerous strategies with more interesting connection elements.
4. Utilize the chat widget.
Adding a chat widget to your website is a great way to integrate WhatsApp. Like other online Live Chat support tools, this widget will be installed directly into a website.
5. QR code
Before making such a QR code, a click-to-chat link must be established. The URL will be turned into a QR code using tools like QR Code Generator.
To Sum Up
WhatsApp is no longer just for private communications. It has evolved into a virtual forum for interacting with clients and customers. Integrating WhatsApp with a website is one of the best ways to create the strongest communication channel between a brand and its customers.
Unlike traditional channels such as phone numbers and email, this messaging platform enables businesses to expand their customer base. Numerous commercial websites and online businesses have found success with WhatsApp business integration.
As a result, when selecting a WhatsApp chatbot tool, list your company's requirements and compare each tool. It goes with the one that aligns with your objectives. Increase your chances of success while decreasing your income. Using a WhatsApp chatbot for customer service is a fantastic way to upscale your business.
A platform for building chatbots called BotPenguin integrates WhatsApp chatbots into your customer support processes completely. Visit BotPenguin today!