Blog / Boosting Customer Engagement with a WhatsApp Chatbot for Business

Boosting Customer Engagement with a WhatsApp Chatbot for Business

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By Johannes Mansbart

CEO & Co-Founder,

Last updated at: June 13, 2024

WhatsApp Strategy

☝️ The most important facts in brief

  • The rise of chatbots in customer support has revolutionized how companies interact with their customers, with WhatsApp chatbots becoming particularly popular due to WhatsApp's extensive user base of over 2 billion people.
  • A WhatsApp chatbot is an AI-powered tool that enhances customer experience by automatically answering inquiries, conducting surveys, and managing user attributes.
  • The chatbot works by understanding and responding to user messages sent to a company's WhatsApp Business account, providing a seamless interaction that improves overall customer experience.
  • Integrating WhatsApp chatbots offers numerous benefits, including 24/7 support, lead qualification, instant responses, sales automation, and personalized customer interactions, giving businesses a competitive edge in the digital marketplace.

The rise of chatbots in customer support has been trying to revolutionize the way businesses interact with their customers for years. One platform that has gained significant traction in recent years is WhatsApp, which is the world's most popular messenger and most-installed mobile app throughout all devices and operating systems. Naturally, this success leads to the drive to automatize and scale the use of WhatsApp as a business.

Speaking of chatbots for WhatsApp. With its massive user base of 2 billion and counting, WhatsApp has become an integral part of people's daily lives all over the globe. Ever since META launched its WhatsApp Business API in spring 2022, businesses are leveraging the power of WhatsApp chatbots to enhance customer engagement and provide seamless support scalably and in a GDPR-compliant way.

What is a WhatsApp Chatbot?

A WhatsApp chatbot is an - optionally AI-powered - tool that enables businesses to improve customer experience by offering human-like customer service on the WhatsApp platform. Automatically answer customer queries, let users auto-complete surveys, and nurture user attributes on the fly, enriching your CRM data. By integrating a chatbot into WhatsApp, businesses can take customer engagement to a whole new level. Faster bot deflection comes with a secure feeling of being heard and having placed a ticket reliably.

How Does a WhatsApp Chatbot Work?

The working of a WhatsApp chatbot is similar to that of a chatbot on any other messaging channel. When a user sends a message to a company on WhatsApp Business, the chatbot picks up the message, understands the context, and provides an appropriate response. This seamless interaction between the customer and the chatbot enhances the overall customer experience. Businesses can set such logics up using's "trigger-based" Flow-builder, or make use of AI, training your unique chatbot on the fly, nurturing it through your businesses' website, content and documentation.

See what creating a WhatsApp Chatbot FAQ could look like, using our Flow-Builder:

build a whatsapp chatbot faq through the flow builder

Text us to enter this test-WhatsApp Chatbot!

Significance of WhatsApp Chatbots

The significance of WhatsApp chatbots can be gauged from various survey reports and statistics. According to Sprout Social, more than 80% of small businesses have reported that WhatsApp helps them improve customer service and grow their business. Additionally, a YouGov survey revealed that 33% of users prefer WhatsApp because they no longer need to wait for long periods to get their queries answered, as they used to while raising tickets on a business' website. Also, if you happen to wait until you get your questions answered, at least you do not have to stay in a nerve-wracking chatbot bubble, fearing getting kicked out anytime you close the window, browser tab or lose connection to the internet. Simply submit your support ticket once, and the customer support team of the business you are in touch with will get back to you via your favorite communications channel. With WhatsApp becoming increasingly ubiquitous as a standard mode of communication, the relevance of WhatsApp chatbots is bound to grow.

In this video I expain how your customers will always be ready to decide to optin for WhatsApp, or opt out again

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Ways to Use WhatsApp Chatbot to Engage Customers

Businesses can leverage WhatsApp chatbots in various ways to engage their customers effectively. Let's explore some of these strategies:

  1. Ensuring Omnichannel Support
  2. Providing 24/7 Customer Engagement
  3. Ensuring Customer Service Automation
  4. Initiating Conversational Ordering Process
  5. Ensuring Contextual Content for Personalized Selling
  6. Automating the Lead Qualification Process
  7. Enabling Online Payments
  8. Ensuring Post-Sale Support
  9. Enabling Feedback Loop
  10. Promoting with Loyalty Programs

Benefits of WhatsApp Chatbot

Integrating WhatsApp chatbots into your business marketing strategy offers several benefits:

  • 24/7 Automated Customer Support
  • Promising Lead Qualification
  • Respond Instantly to Users
  • Automate Sales
  • Personalization

In conclusion, integrating a WhatsApp chatbot into your business strategy can significantly enhance customer engagement and improve overall customer experience. By optionally leveraging the power of AI, businesses can automate customer support, provide personalized recommendations, and streamline sales processes. WhatsApp chatbots offer numerous benefits, including 24/7 support, lead qualification, instant responses, sales automation, and personalization, for more on this topic give our blogpost about: WhatsApp Sales: Use WhatsApp for Sales both B2C and B2B. Embracing this technology can give businesses a competitive edge in today's fast-paced digital landscape.

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