In the current digital landscape, chatbots have become an increasingly important tool for businesses to provide quick and efficient assistance to customers, 24/7. This can greatly improve the customer experience, as customers no longer need to wait for a response or resolution to their issue. WhatsApp, one of the leading messaging apps, has also recognized the value of chatbots in customer care. By using WhatsApp chatbots, businesses can offer customer support through a platform that is familiar to their customers, further improving the customer experience.
What is WhatsApp Chatbot?
Chatbots are applications that are specifically designed to simulate conversations with human users. WhatsApp chatbots are chatbots that are designed to operate on the WhatsApp messaging platform. They can be used in customer service to help customers find information, answer frequently asked questions, and resolve simple issues. Businesses from various sectors have started to use WhatsApp chatbots because it is easy to set up and helps them access customers from all walks of life.
According to Statista, over 2 billion people use WhatsApp on a daily basis. There are over 200 million active users on WhatsApp, with daily traffic growing every month. As more people join the WhatsApp community, businesses have an opportunity to reach a much larger audience than previously possible. Therefore, it’s a smart move to introduce a chatbot that works with WhatsApp and integrates seamlessly into the platform.
11 ways WhatsApp Chatbots can help in customer care
If you are a business that’s looking to create a WhatsApp chatbot, it’s critical to identify how they can add benefit to your customer service strategy. Through this section, we’ll look at 11 ways that WhatsApp Chatbots can help your customer care needs:
Helps in reducing the waiting time of customers
One of the main advantages of WhatsApp chatbots is that it helps reduce customer wait time. Unlike traditional platforms like e-mail, call or even SMS, WhatsApp allows customers to instantly connect with your team. WhatsApp’s ‘Blue Tick’ feature also shows whether the message is delivered & read. This improves customer satisfaction which further translates to customer conversions.
Creates brand identity
A good WhatsApp profile can act as a strong brand identity. By adding all the necessary details to your profile, you build trust and confidence in your brand. WhatsApp chatbots can also be a good way to show the personality of your brand. You can showcase your company’s culture, vision, mission or values to customers, through the bot. This adds value to your brand and makes your chatbot more engaging.
Reliable and trustworthy service can be provided 24/7
With WhatsApp chatbots, your team can provide excellent customer support to all your customers all around the clock. By enabling WhatsApp automation through quick replies, template messages & custom chat flows, you can also reduce your workforce without compromising the quality of your customer support.
Onboard new customers easily
Since WhatsApp is a familiar messaging application, customers are more likely to interact with your business through WhatsApp. This makes your customer onboarding process relatively easy as the WhatsApp chatbot instills a sense of trust and value in customers.
Helps collect & track customer data
WhatsApp chatbots can be integrated with various tools & CRMs to collect customer purchases, past behavior & other critical data that helps you resolve issues faster. By doing so, your chatbot can be used to enhance the customer experience and enable intelligent customer journeys to improve customer retention ultimately.
Offers self-help options for customers
Your team can use WhatsApp chatbots to provide self-help options to your customers. By collating the frequently asked questions and creating automated chat flows to answer them, you can help your customers resolve several simple queries instantly without the need for human intervention. This helps generate brand reputation & trust.
Helps automate lead qualification
WhatsApp chatbots can also help automate your lead qualification process. Your team can nurture leads by collecting key data like age, location, gender, etc., and segment them efficiently with the help of labels & notes. Thus, WhatsApp chatbots help streamline your lead generation & qualification process.
Provide personalized product recommendations
One of the best ways to increase customer engagement is by offering personalized product/service recommendations. With chatbots, you can recommend products and services according to the customer’s needs and wishes. By integrating relevant information about the customer with the chatbot, you can offer more tailored products & services to customers.
Enhances your promotions & loyalty programs
Loyalty programs can become stale and forgotten if customers aren’t constantly reminded about them. To ensure that your loyalty program or promotion stays relevant, you can use WhatsApp chatbots to notify new & old customers about its presence. You can also gamify your process & use chatbots to inform customers who’ve earned new loyalty points or promotion codes. This allows you to reward customers according to their behavior & interaction with your brand.
Enables contactless product purchases
When you suggest product recommendations through chatbots, you can also integrate WhatsApp Payments with the bot to help customers seamlessly finish their product purchase without the need for further assistance.
Improves post-sales support & feedback generation
Chatbots are efficient at engaging with customers to receive feedback about their experiences. You can also use WhatsApp chatbots to create a feedback form, enabling you to collect valuable feedback and improve product development for your product/service. This enables you to improve your services & provide better customer support.
With all these benefits, you can clearly see how the WhatsApp chatbot (and WhatsApp API as a whole) can be a great addition to your communication strategy. If you’re looking to integrate WhatsApp Business chatbots into your customer service process, you can do it yourself or get the assistance from Gallabox.