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 chatarmin.com'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 chatarmin.com 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
