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WhatsApp Chatbot: The Perfect Way to Automate Business Communication

WhatsApp Chatbot: The Perfect Way to Automate Business Communication

Andrzej Gruszka 10.01.2020
Andrzej Gruszka

With over 2 billions users from all over the world, WhatsApp is one of the most frequently used messaging apps. WhatsApp is known for its simplicity and unique business features. It started as an advanced and secure SMS messenger that allowed users to tag their contacts. Since the beginning of the previous year, it has enabled companies to interact with customers during live chats, opening new possibilities of automated communication.

Whatsapp for companies: a business profile for a good start

A business profile on Whatsapp allows you to add a business description, address, or opening hours. Brands verified as authentic are tagged with a green checkmark, so users will always know they’re at the right place.

With a business profile on WhatsApp, you gain access to several useful communication tools: 

  • greeting messages that will introduce your brand to clients, 
  • predefined answers to frequently asked questions, 
  • messages you can send outside working hours, to inform users about the availability of consultants,
  • a chatbot to automate your communication with clients.

Starting a conversation with a company on WhatsApp is easy. The only things users have to do is to find your company’s phone number, enter it into the app, and save it as a new contact. WhatsApp also allows sending notifications to users (just like in the case of emails or SMS) if they’ve agreed to be contacted on the app. To let users subscribe to your notifications, you can place a special widget on your website, for instance, in the section where clients finalize their orders. The subscription mechanism is very simple and similar to Messenger widgets.

Example of a subscription that lets you send messages to users on WhatsApp

To create a chatbot, the only thing you have to do is to set up a business profile and verify it on WhatsApp. You can start working on your tool already while your account is being verified.  

What’s a chatbot on WhatsApp?

WhatsApp has recently shared its API and enabled companies to automate their communication with users. Businesses gained the opportunity to increase their availability, to use a chatbot to communicate with clients in real time. A WhatsApp chatbot is embedded in the app, which enables brands to automate their communication with customers. Usually, it answers questions based on previously programmed answers. This is possible thanks to special algorithms that let the chatbot understand what users ask about.

The benefits of a WhatsApp chatbot 

A WhatsApp chatbot brings equally big advantages as automated communication used on other channels where you have direct contact with customers. It improves customer service, increases sales, enables you to run marketing campaigns, and, what’s also important – it builds an identity of your brand on given communication channels. A WhatsApp chatbot can be applied to many different things, as you’ll see in the examples below.

You can, for instance, use it to connect your customers’ phone numbers with users who have profiles on corporate apps, ERP or CRM systems. 

Why is everybody talking about chatbots?
Because brands who use them in business are getting results
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1. Answering frequently asked questions 

While an average worker has limited capabilities of responding to numerous questions, a WhatsApp chatbot can answer hundreds of them simultaneously. No matter what time of day it is or how many questions it has received at the same time. With this powerful tool, you’ll increase the performance of your marketing activities, minimize the risk of making mistakes, and shorten your response time.

2. Searching for the best offers

Any company that automates its communication with WhatsApp can list its services and send full product catalogs to clients. You can guide users through the whole purchase process and make it easy to search for products by sending them information about changes in their order status, collecting their opinions, and so on. 

3. Notifications

A chatbot on WhatsApp allows you to contact clients about their payment status, personal finance, order status updates, reservations, meetings, transport, tickets, and so on. Because users react positively to information received on WhatsApp, there’s a bigger chance that they’ll open your message and increase your conversion rate.

Different statistics indicate that marketing campaigns organized inside messaging apps have a higher open rate that varies from 70 to 90%, and a click-through rate that reaches from 15 to even 60%. No other digital marketing channel can achieve such results.

4. Easier contact with consultants

Just like in the case of other popular messengers, a WhatsApp chatbot improves customer service by offering 24/7 availability. If users find it necessary, it’ll also contact a consultant to continue their conversations. This is a great way for companies to show that they’re close to their clients.

All your conversations with clients can be saved in one place – in KODA Bots’ automated communication system. Messages that come from different chatbots will end up in a single inbox, making it easier for chatbot moderators to work.

Gain valuable customer insight

During every conversation a company has with its client, messages are encrypted. Every feedback a WhatsApp chatbot collects from user questions or reviews is saved in an automated communication system. Thanks to this, companies can analyze what users have written and use this data not only to improve their contact with clients but also the products or services they offer.

Companies can observe the behavior and shopping habits of their clients, collect information about the quality of their products/services in one place. A chatbot created in an automated communication system brings another major benefit. Because it receives many messages every day and enables simple integration with any business software, you get a valuable database of information about clients, which you can later send to key company departments. This significantly improves all communication and decisive processes inside a company.

A chatbot on WhatsApp vs. other messengers apps

Creating a chatbot on WhatsApp actually resembles designing a bot on Messenger. However, WhatsApp differs in certain ways from other solutions available on the market.

WhatsApp uses phone numbers to identify users. This allows you to easily connect a client with any given CRM system (under the condition that you have the client’s phone number).

A WhatsApp chatbot doesn’t have buttons or image carousels, and it entirely relies on a natural language processing system – just like a voicebot. This requires a special approach during chatbot structure design. For example, you should always inform users what actions they can perform at a given moment. For this purpose, you can also use multimedia apart from regular text. WhatsApp supports sending photos, videos, audio files, and documents.

Messages sent via the chatbot are secured with end-to-end encryption. WhatsApp doesn’t store them on its servers. This is a large difference when compared to other popular messengers. Another difference can also be seen in notifications sent to users, which are based on templates provided by WhatsApp (e.g. Your question {{1}} has been opened. We’ll get back to you soon).

Don’t wait until others do it

WhatsApp chatbots are at the same stage at which Messenger bots were 2 years ago. The messaging app is gaining more and more popularity, so it’s worth investing in it now. This shows the enormous potential WhatsApp has in the field of automated messaging.

According to different reports, companies have more customers when they acknowledge their clients’ needs and offer personalized products and services, because this makes customers feel valued and appreciated.

A WhatsApp chatbot enables you to adopt a personalized approach, which increases brand loyalty and builds engaged consumers who’ll gladly interact with your company. At the same time, you’ll effectively automate all client communication processes.