WhatsApp Chatbot: Ultimate Guide to Business Automation

Wednesday, January 17, 2024

Blog/Marketing/WhatsApp Chatbot: Ultimate Guide to Business Automation

Remember the days when you used to call customer care? You would have to wait and listen to endless music or robotic menus, just so that you can have a chat with a customer support agent.

Those days are over. WhatsApp chatbot has replaced hundreds of customer care executives. It is not just efficient in managing queries, but it can simultaneously manage queries of thousands of customers. Whether booking a doctor's appointment or ordering a pizza, all can be done in a matter of seconds.

No more browsing through the outdated FAQ pages just to get your answer. WhatsApp Chatbot can answer any question based on real-time data.

How Does WhatsApp Chatbot Work?

In simple words, when a prospect sends you a message on WhatsApp, the chatbot will analyse this query, understand the intent of the prospect and then get the appropriate personalised response from the database. The chatbot will then respond to the query and the clients can even respond, making it a cleaner and faster conversation, just like talking to a real person. All this happens in a matter of seconds.

whatsapp chatbot process flow

Benefits of Implementing WhatsApp Chatbot in Business

WhatsApp Chatbot is not just a glorified “quick-reply”, but an efficient way to maximise your business productivity, manage conversations, keep track of your follow-ups, acquire leads, send payment reminders, and much more.

The benefits of WhatsApp chatbot automation are only limited by your imagination.

Enhanced Customer Service

24/7 Availability: WhatsApp Chatbot doesn’t sleep and it doesn’t get tired. It works round the clock even outside business hours and on holidays.

No Wait Times: A single chatbot can handle hundreds of customer inquiries simultaneously without making any client wait.

Personalised Interactions: Chatbots don’t just give generic replies. It gives personalised responses based on clients. It can even track previous conversations and respond accordingly.

Automated FAQs: Any question you throw at a chatbot about a product or service, it can respond with 100% accuracy. Most common conflicts are resolved without any human interaction, thus leaving humans free to interact with more unique queries.

Increased Sales and Conversions

Guided Purchases: You can streamline the customer’s buying process by guiding them along, mentioning benefits, warranties, pricing, etc until the post-purchase feedback.

Offers and Promotions: You can send targeted deals and offers directly to customers based on their likes and previous purchases.

Lead Generation and Qualification: Capture leads through convenient conversations and collect valuable data. All this without you lifting a finger. These leads that WhatsApp captures can even be automatically assigned to your team for further processing.

24/7 Order Tracking and Support: Simplify the sales process and build trust with instant tracking and assistance.

Improved Brand Engagement

Direct and Personal Communication: Foster closer relationships with customers through two-way conversations.

Interactive Surveys and Polls: Create amazing surveys and gather valuable feedback and insights directly from your customers.

Share Company Updates and News: Keep customers informed and engaged with brand content including the latest offers, promotions, value propositions and guides.

Reduced Costs and Resources

Automate Repetitive Tasks: Free up human agents for more strategic work and improve efficiency by integrating WhatsApp Chatbot with CRM and e-commerce.

Lower Costs: Handle inquiries efficiently without expensive phone lines, live chat resources or a large workforce.

Scalable and Efficient Service: Respond to multiple customers simultaneously without adding headcount.

Globally Accessible Reach: Serve customers worldwide without location or language barriers.

Valuable Data and Insights

Track Customer Interactions: You can analyse customer chats and interactions with a chatbot to gain more insights on what customers want.

Identify Trends and Opportunities: Gain insights into market trends and improve customer targeting. You can then launch marketing campaigns using the campaign builder tool.

automate business campaign builder

Campaign Builder

Personalise Marketing Efforts: Use customer data to tailor marketing campaigns and communications.

Building Your Own WhatsApp Chatbot: Step-by-Step Guide

1. Set up a WhatsApp Business Profile

WhatsApp Business Applications has many business-specific features that you can utilise along with chatbot to provide exceptional customer service. Download the application on your phone and set it up.

2. Get Access to WhatsApp Official API

If you have your WhatsApp Business API set up using any BSP (Business Solution Provider), then you can start building your chatbot immediately. If not, try Automate Business free trial for WhatsApp Automation. You’ll get access to Chatbot Builder, CRM, Unified Team Inbox, Ecommerce and much more.

automate business app dashboard

Automate Business Dashboard

3. Create your first WhatsApp Chatbot

  • On the main dashboard of your Automate Business account, click on Bot Builder > Create Botflow.
  • Click on the + icon and select ‘WhatsApp Chat Bot’.
  • Choose the User Intent as you require. For now, we’ll choose ‘Hot Keywords’. It allows us to match the customer’s message keywords to the chatbot.
  • In the channel section, choose the number that you want to connect to.
  • Write the incoming message, e.g. “hi” and click save.
  • Follow the procedure to create the flow.

When something sends you a “hi” message, the chatbot will respond to them accordingly. You can watch the guides about how to create a full interactive bot flow in the ‘Setup Videos’ guide on the same page.

Tips to Create an Efficient Chat Bot

  • Create a longer and more extensive workflow: Gather all the FAQs, feedback, reports and data about your clients and prospects. Try to put yourself in the customer's place and observe what kind of questions or queries they might have. The more queries you put in your bot, the more accurately it can answer.
  • Keep refining your bot: A chatbot is not a ‘create and forget’ kind of deal. A chatbot is a replacement for your department. It must be able to handle more than 50% of your department alone. To do that, you need to analyse the chats and improve the workflow. Practical chats will prove more valuable than mere guesses.
  • Use buttons and lists judiciously: The less your customers have to type, the better it will be. Using call to action, customers can interact with your bot quickly and with minimal mistakes.
  • Don’t be too formal: Try to make your chatbot act like a human. Use emojis, humour and semi-casual sentences to make your clients feel welcome and add a personal touch.
  • Provide an option to get in touch with a human agent: Certain times, clients are angry or disappointed or maybe for some reason want to talk to a person. Don’t make it hard for them to do that.
  • Use existing data for personalisation: Most often, you will have a client's data in your database (CRM), use that to personalise your chats.

Takeaways

  • WhatsApp chatbots offer 24/7 support, personalised recommendations, and a convenient way to interact with businesses.
  • Businesses can use chatbots to boost sales, improve customer service, and build brand loyalty.
  • Creating a successful chatbot requires defining your goals, knowing your audience, and designing a clear and engaging conversation flow.
  • The future of WhatsApp chatbots is bright, with new features and integrations always emerging.