Chatbots based on WhatsApp primarily serve to improve customer service and allow companies of all industries to be reachable practically around the clock, 7 days a week. After all, a study conducted back in 2016 already showed that your customers increasingly value TOP customer service.
Classic sales emails are rarely opened, while WhatsApp messages achieve open rates of more than 90 percent. With an AI chatbot via live chat, you will increase customer loyalty and market your services and products significantly better. Contact our professionals at Chatarmin, and we will gladly create a comprehensive concept for your e-commerce.
What are chatbots?
A chatbot is a program developed to communicate with users (dialog systems) to provide a quick response. With the help of artificial intelligence or pre-programmed scripts, chatbots can answer questions, provide information, or perform specific actions. The chatbot often simulates human conversation to make the interaction more natural and pleasant for the user. Through continuous learning processes, an AI chatbot can also improve over time and enhance its capabilities, as well as generate sales.
Integration of automated chatbots in WhatsApp
More than 60 million people in Germany use the popular messenger WhatsApp. This offers enormous potential for your business to retain customers or generate new target groups. Chatbots have long since taken WhatsApp by storm, of course. Use our expertise, and Chatarmin will integrate a complete solution for the best customer service for you and your company. You need little to no programming knowledge. In no case should you miss out on the marketing potential of presenting a 24/7 service and marketing your business.
Facts at a glance
The fact is that AI chatbots are only available in the WhatsApp Business API. Third-party providers with a software solution – like Chatarmin – handle all applications and approvals from the Meta corporation (WhatsApp belongs to the Meta group). In addition, your potential customers must initiate the conversation via WhatsApp Messenger for the chatbot to start the interaction.
Using WhatsApp chatbots
Furthermore, WhatsApp chatbots are only able to respond within a 24-hour period. A redirection to a real customer service employee must also be guaranteed. After all, chatbots serve as a communication link when your customer support is busy and cannot respond to inquiries immediately. This provides 24/7 service, and your customers appreciate the quick handling of their specific inquiries with the help of the chatbot via live chat.
Transparency and data protection with chatbots
This involves the use of phone numbers, which are indispensable for WhatsApp. Especially concerning "personal data," it is important for you to obtain active consent from your customers. For example, via an opt-in procedure, where the customer actively agrees that their specific data, especially their mobile phone number, is collected and used in parallel. Without an active opt-in procedure, there is no legally secure solution for using chatbots based on WhatsApp.
13 chatbot examples in practice
Thanks to many millions of WhatsApp users in Germany, you can clearly see the potential for your company through numerous examples. Our experts at Chatarmin support you with implementation. It's no longer just about quick contact; chatbots offer diverse marketing applications. Chatbots are used in various situations today. Consider the following interesting chatbot examples.
#1 Customer service via automated bot
Thanks to 24/7 availability, customer inquiries can be answered immediately, leading to higher customer satisfaction. In addition, chatbots can provide standardized answers, ensuring consistent customer communication.
This allows your customers to be supported quickly and efficiently, without long waiting times on the phone. Furthermore, chatbots can also help answer frequently asked questions, thereby relieving the customer support regarding communication. By using chatbots in customer service, companies will improve their service quality and simultaneously reduce costs.
#2 Appointment scheduling made easy
Chatbots allow appointments to be scheduled quickly and easily, without long waiting times on the phone or via a cumbersome contact form. Your customer can simply state their appointment preferences in the chat, and the chatbot will immediately suggest available times.
This chatbot example not only saves time but also significantly improves efficiency in appointment management. This not only makes it easier for the customer to organize their appointments but also for your company, as less manual effort is required.
#3 Personalized product advice via chatbot
Programmed bots in product consultation can assist customers in selecting items by providing information on various products, making comparisons, and offering recommendations. Based on individual customer preferences and previous purchases, chatbots can make tailored suggestions, thereby creating a personalized shopping experience.
Furthermore, chatbots will answer frequently asked questions about product details, delivery times, or return options, which facilitates the purchasing process for customers. Through interaction with a chatbot, customers receive quick and convenient support for their purchasing decision. A classic chatbot example with impact.
#4 Easy reservations
With reservations via chatbot (live chat), your customers save valuable time and effort by being able to book various services quickly and easily. Whether it's reserving a table at their favorite restaurant or booking a hotel room for their next vacation, chatbots allow customers to coordinate their plans conveniently via chat.
Through automatic reminders and confirmations, the chatbot also ensures that no reservation is forgotten and the customer is always up to date. Chatbots can also save individual preferences to make future reservations even easier. For the perfect marketing of your company.
#5 Streamlining orders thanks to the chatbot
In order processing, chatbots offer an efficient and user-friendly solution. Customers can place their product orders quickly and easily via the chatbot by stating their wishes and requirements.
The chatbot can automatically carry out the ordering process, record payment information, and send confirmation to the customer. Any customer queries can also be answered directly in the chat, without the customer having to leave the website or app. The integration of chatbots into the ordering process thus ensures a smooth workflow and makes customers happy.
#6 Technical support and solution suggestions
For technical support, chatbots will play an important role by helping users quickly and efficiently with technical problems. With the help of pre-programmed answers and solution suggestions, chatbots will identify frequently occurring problems and provide appropriate assistance.
This chatbot example provides solutions to improve customer service and increase customer satisfaction. Otherwise, chatbots can also provide instructions for solving software problems or using technical devices to offer users comprehensive support.
#7 Collecting feedback
Feedback is an important part of customer service, and chatbots are a great help. With the help of chatbots, you can easily collect feedback from customers at any time. Through targeted questions, chatbots can gather opinions, suggestions for improvement, and criticism to continuously improve the quality of the service.
In addition, chatbots are able to conduct automated surveys, thereby generating valuable information for your business. This makes feedback management more efficient and transparent, and you practically learn about use cases.
#8 Personalized content for better customer loyalty
Personalized content is an important part of the user experience. Special chatbots help to further improve it. By analyzing user behavior and preferences, chatbots can provide personalized recommendations for products, services, or content.
This makes users feel better understood and receive exactly the information that is relevant to them. This will guarantee increased customer satisfaction and optimize the customer experience. With the help of chatbots, personalized content is thus specifically adapted to the individual needs of the users.
#9 Increase sales through shopping cart management
Unfortunately, statistically, about 70-80 percent of all customers abandon the ordering process after having filled their digital shopping cart. By integrating chatbots into the ordering process, customers can quickly and easily receive help to complete their purchase.
This reduces abandoned orders and increases sales. You will surely quickly find out on this path what the reasons for the abandonment of the ordering process are. Use this application example to increase sales, facilitate the purchase (customer journey), and actively integrate a chatbot into the ordering process.
#10 HR Recruitment
Talent acquisition and applications via chatbot are becoming increasingly popular in companies. Chatbots can be used in the recruiting process to screen applications, answer initial questions, and analyze applicant profiles.
Through automated interviews, chatbots are also suitable for assessing the suitability of applicants and suggesting suitable candidates for open positions. In addition, chatbots will inform potential employees about benefits, corporate culture, and career opportunities to generate interest in employment in your company. This makes the talent acquisition process more efficient and time-saving.
#11 Information Retrieval
Chatbots are also extremely helpful in information retrieval. They can function as intelligent search engines and help users find relevant information quickly and efficiently. By interacting with the chatbot, users can ask targeted questions and immediately receive the desired answers.
For example, chatbots are used in e-commerce to quickly and specifically provide customers with content and information on the website. This use for real-time knowledge transfer makes chatbots valuable tools for efficient information acquisition. Hardly any customer will stay long in an online shop or on a company website if all relevant information is not presented within the shortest possible time.
#12 Crisis management
In times of concerned customers, chatbots can be used to provide important information to customers and offer assistance. Where is the order and when will it be delivered? How can I return an item and initiate a refund? How can I make a short-term cancellation? Whenever the telephone hotline is unavailable, customers still want quick support.
#13 Presenting discounts and special offers
Chatbots are also frequently used to inform customers about discounts and current promotions for TOP sales. By sending personalized messages and giving individual recommendations for a specific product, chatbots will keep users up to date on attractive offers.
This enables companies to specifically target their customers and increase sales through targeted marketing campaigns. Through automated communication, chatbots can effectively help to pique customer interest and lead them to a purchase decision.
Advantages of AI chatbots
Chatbots offer many advantages. One of the biggest advantages is their 24/7 availability. No matter the time of day or night, a chatbot is always ready to answer questions or provide information. This allows companies to significantly improve their customer service and respond to inquiries faster, as well as generate more leads. In addition, an AI chatbot is able to interact with multiple users simultaneously, which enables efficient customer service.
Chatbot with artificial intelligence
Through their AI (or pre-programmed scripts), bots can also provide personalized recommendations and deliver individual solutions for customer difficulties. This increases customer satisfaction and contributes significantly to sales growth. Overall, an AI chatbot offers a variety of advantages for companies in every industry.
Disadvantages of chatbots
A disadvantage of chatbots lies in their limited ability to solve complex problems or handle complex inquiries. Often, chatbots are unable to understand complex contexts or adequately address individual difficulties. This can lead to frustration among users who feel misunderstood or not taken seriously.
In addition, chatbots may sometimes not be able to react flexibly to unforeseen situations due to their rigid programming, which can severely limit the effectiveness of their support. However, the development of artificial intelligence is progressing rapidly. Currently, AI bots, through machine learning, are increasingly better at answering complex customer inquiries in companies.
Understanding chatbots as a supplement
A website chatbot cannot completely replace a customer service representative, as human interaction and empathy play a crucial role in customer service. While a bot can efficiently answer standard questions and handle repetitive tasks, it often lacks the ability to solve complex problems or address individual customer needs.
Humans are able to read between the lines, recognize emotions, and respond empathetically to customers. These interpersonal skills are essential for successful customer support for all inquiries and cannot (yet) be fully replicated by a chatbot.
Creating a WhatsApp chatbot for your business
With the increasing need for quick and, above all, uncomplicated service inquiries, our complete solution at Chatarmin is the ideal partner for your business strategy. You're probably wondering how complicated it is to create a chatbot. Don't worry, in this guide you will find best practices for quick implementation.
#1 Find the use case
Do you need a chatbot, or do you just want to "follow the trends"? For your future chatbot to provide real added value, you and your team need to clarify the deployment tasks. Is it just about bridging the gap between customer support closing times, or do you want to present complex and comprehensive chatbot solutions? Work out the complete portfolio with Chatarmin and set your marketing budget.
#2 WhatsApp Business App vs. WhatsApp Business API
Within the free Business App for WhatsApp (linked to the messenger's company account), various pre-programmed scripts can be defined quickly and easily. However, if you want to offer a comprehensive chatbot service, you can hardly avoid WhatsApp's Business API in conjunction with Chatarmin. Only this allows for high scalability, automation in all areas, and the implementation of advanced AI technology.
#3 Find the right chatbot
Basically, there are three different types of automated bots.
#1 Script Bot
Often, the typical script bot is used, which interacts with customers according to a fixed scheme. This is pre-fed with all conceivable information. What questions will your customers ask? What are the most common customer concerns regarding support?
#2 Keyword chatbot
Furthermore, you can also choose a chatbot that reacts to search terms and provides information. Based on these "keywords," customers quickly find answers to their questions. But here, too, you must first equip the bot with a variety of potential keywords and provide the appropriate answers. Every chatbot involves a lot of work in advance, but it pays off in the long run.
#3 AI chatbots with ChatGPT
Currently, thanks to artificial intelligence, AI chatbots are conquering the market. These are based on "Natural Language Processing (NLP)" technology. This refers to the ability to recognize human language patterns and process even complex inquiries. Once the AI chatbot is connected to ChatGPT, it continuously collects data and expands its knowledge base. The database is constantly fed, and the user experience is significantly improved via NLP.
#4 Writing scripts
When writing texts and scripts for chatbots, it's important to put yourself in the user's shoes. Consider what questions or concerns users might have and how the chatbot can best respond. A good tip is to use clear and understandable sentences to avoid misunderstandings. You should also make sure that the texts have a natural and friendly tone to ensure a pleasant interaction with the chatbot.
#5 Chatbot Tone
It's also important to adapt the chatbot's language to the target audience. Consider whether formal or informal language is appropriate and whether specific technical terms or abbreviations should be used. This way, you can ensure that users understand the chatbot better and feel well-supported. Another important tip is to regularly revise the texts and adapt them to user feedback to continuously improve the chatbot's effectiveness.
#6 Testing the chatbot before publication
An important step in testing and optimizing a chatbot is checking its responses to different inputs. It is crucial not only to test obvious inquiries but also to ask unexpected and complex questions to check the chatbot's reaction. In addition, the chatbot's interaction with users should be analyzed to identify possible improvements.
#7 Chatbot analysis
It is important to continuously gather feedback from users and adjust the chatbot accordingly to ensure optimal performance. One way to analyze the interaction is to evaluate chat logs.
By analyzing conversations, frequently asked questions can be identified, and suggestions for improving the customer experience can be made. In addition, the chatbot's performance should be regularly monitored to ensure that it responds quickly and effectively to inquiries. Only through continuous testing and optimization can you develop a high-quality website chatbot for your individual marketing.
#8 Finding a chatbot personality and name
By choosing a suitable name and a matching personality, the chatbot becomes more tangible and appealing to users. It is important that the chatbot's personality matches the brand or purpose of the chatbot. For example, a chatbot for a technology company might have a friendly and helpful personality, while a chatbot for a fashion company should appear more trend-conscious and stylish.
The choice of name should also be well thought out, as it conveys a strong first impression and can significantly influence the user experience. With a well-considered personality and a suitable name, your chatbot can thus become a true likeable figure for your company.
Increasing awareness
A developed and tested chatbot is the basis for your success. But you must now market it and make it known to your customers. To make a chatbot known, it is important to use targeted marketing strategies. Through targeted online advertising on social media, many potential users can be reached.
Presenting the chatbot clearly visible
In addition, it makes sense to regularly inform about current functions and offers of the chatbot to maintain the interest of your website visitors. A good reputation and positive reviews from satisfied users are also crucial to strengthen trust in the chatbot and increase its awareness. Ideally, you should present the chatbot unmistakably on your website or in your app, which you provide to your company's customers.
What is a chatbot example?
To give you an insight into how popular chatbots are, let's take the example of Amazon Alexa. According to statistics and surveys, more than 90 percent of all German citizens use a digital end device. Voice assistants, in particular, enjoy enormous popularity.
Products like Amazon Alexa or Siri (Apple) and others are actively used by around 15 percent. This is an acoustic chatbot as a voice assistant. This is exactly where you can start and, with Chatarmin, create a specific chatbot that reaches your customers on the popular WhatsApp platform in text form.
The future has begun
Already now, and especially in the future, chatbots will play an increasingly important role in sales for companies when it comes to interacting with their customers. Through artificial intelligence and machine learning, chatbots are becoming increasingly better at recognizing individual customer concerns and questions and providing appropriate answers.
This will also enable your company to make customer service more efficient and available around the clock. This will lead to chatbots not only handling simple inquiries but also solving complex problems and providing personalized recommendations. With the increasing development of chatbots, they will thus become indispensable tools for all industries to ensure optimal customer care. Who are the best providers? Find out more here: Chatbot provider.
