The use of chatbots in business has spread to many industries, from beauty, fashion, retail, banking, and even interior design providers. These industries even take advantage of integration with short message applications such as WhatsApp, Telegram, LINE and Instagram so that communication with customers can grow better. Likewise, increasingly innovative business solution providers (BSP) are developing sophisticated chatbot integrations such as WhatsApp chatbot.
WhatsApp is one of the popular applications that is often integrated with chatbots. A familiar and accessible user interface is one of the reasons why this application is so popular to all ages. Besides, Meta also has provided a WhatsApp business API for small businesses or enterprises. Its features can be specifically customized only with CRM integration from BSP, such as Kommo, Hubspot, Salesforce or Zoho.
Furthermore, we will discuss the functionalities of WhatsApp and its benefits for business, as well as how to integrate it with chatbots. Without further ado, let’s jump into the discussion!
Embracing Automation Using Whatsapp Chatbot
One way to build a thriving business in this modern era is to implement automation. Besides encouraging business performance to be more effective, this step is a form of business adaptation to the ongoing digital transformation. So far, the use of WhatsApp in business has changed the outlook on how business communication works.
So, what if WhatsApp was taken in a more sophisticated direction? For example, by implementing automation and integrating it with chatbots.
Discover More About WhatsApp Automation
WhatsApp automation is a business effort involving the use of tools or software to automate interactions on the WhatsApp platform. This allows businesses to simplify communication methods such as sending messages, notifications and responses automatically.
Whatsapp automation can take the form of scheduling messages at specific times, setting up quick replies to frequently asked questions (FAQs), Preparing auto-reply like greeting and information for away-messages.
Of course, WhatsApp automation provides many benefits for businesses, such as:
- It increases the efficiency and productivity of business performance in managing repetitive tasks.
- Increase customer satisfaction, since they receive replies faster.
- WhatsApp automation can incorporate great scalability, so businesses can answer more messages.
- Don’t worry if customers contact us outside working hours, because automation is available 24 hours to reply to messages with a pre-arranged away-message.
Let’s see how E-commerce businesses can implement whatsapp automation. In this type of business some of the things that can be automated are order tracking, refunds, and personalized product recommendations.
In this case, the business owner can provide ‘click to WhatsApp’ on the website page, then customers can lead to the business WhatsApp number directly. Otherwise, customers can track orders automatically only by typing a trigger word or their order number.
Considering WhatsApp Chatbot as The Way
WhatsApp chatbot is an automated software designed to interact with customers via WhatsApp to minimize the use of human agents. This tool uses functionalities such as AI (artificial intelligence) and NLP (natural language processing) to provide fast replies in the form of short messages. In this case, customers will feel like they are messaging with a human.
Businesses can use WhatsApp bots to handle customer inquiries in real-time. Thus, customer experience can improve significantly as well as the workload of human agents is reduced.
However, there are slight differences between WhatsApp chatbots and traditional chatbots such as Chatgpt or Bard, including:
- WhatsApp chatbots take advantage of WhatsApp’s familiarity and accessibility, so they can provide users with a smooth and comfortable way to interact with businesses. In contrast, traditional chatbots require users to go to a specific website to access them.
- Functionally, traditional chatbots usually respond to keywords and are mostly designed for navigation assistance in one chat room, they also take the answer from the internet. It is contrary to WhatsApp chatbots that can interact with users in more than one message. Businesses can have multiple conversations with different people at the same time. It is also programmed to answer specific questions from the customer.
Take Advantage of Whatsapp Chatbot and How to Integrate?
There are several advantages that businesses gain when using WhatsApp chatbots, including:
- Improving the quality of customer support, because the WhatsApp chatbot’s ability to provide instant replies 24/7 to customers is a solution for businesses to use it as a replacement for call centers.
- Improving delivery messages, businesses can interact with customers proactively by sending messages.
- Whatsapp virtual assistant for customers, chatbots can operate around the clock and ensure customers can access information easily and quickly.
So, how can businesses take advantage of it and integrate WhatsApp chatbot into their business? Read this chapter carefully!
Step 1: Understand the basic knowledge
Understand more about creating the WhatsApp Business API. This program is a system from Meta that functions as a basis for integrating chatbots into the WhatsApp platform. Besides, understand more your business goals for using chatbots, whether to replace a call center or position it as a virtual assistant.
Step 2: Choose a provider to create a chatbot
When creating a chatbot, there are two options that businesses can choose from, building their chatbot by paying a programmer or paying a business solution provider. Choose a provider that is able to meet business needs such as CRM integration and workflow efficiency, etc.
Step 3: Set up Conversation flow for the chatbot
WhatsApp chatbots work based on pre-arranged conversation flows. The flow consists of triggers, conditions, and actions. In this case, if you choose Kommo, you can create your own conversation flow or use the templates provided.
Step 4: Analytics and Optimization
Once the WhatsApp chatbot is well integrated, always monitor the interactions in the chatbot to understand user behavior, preferences and frequently asked questions. This can easily help teams optimize performance and increase user satisfaction over time. When you choose the right BSP, you can easily track this data through the main dashboard.
Like the one provided by Kommo, you no longer need to analyze KPIs by calculating and analyzing data one by one, since they provide you with a bunch of the needed data on your CRM dashboard.
The integration process varies depending on the platform or chatbot service used. However, if you choose Kommo as your business solution provider, you can consult your business needs in using chatbots professionally so that you can use WhatsApp chatbots more comfortably or you can watch the guide from the video below 🔽
How to build a chatbot in Kommo | Kommo Salesbot
Whatsapp Chatbot Win as The Powerful Tool
The rise of WhatsApp chatbots has revolutionized customer interactions and streamlined business communications. WhatsApp chatbots that can function as digital assistants, improve customer support and drive growth through personal messages. Automation on the platform also allows businesses to interact with users efficiently, offering benefits such as better delivery message rate and around-the-clock availability.
As businesses continue to implement WhatsApp automation, the potential for innovative and effective customer interactions will continue to grow. What do you think? Is Whatsapp chatbot suitable for your business?
Matthew is a seasoned researcher and writer with over five years of experience creating engaging SEO content. He is passionate about exploring new ideas and sharing his knowledge through writing. Matthew has a keen eye for detail and takes pride in producing content that is not only informative but also visually appealing. He constantly expands his skill set and stays up-to-date with the latest SEO trends to ensure that his content always performs well in search rankings. Matthew can be found reading, surfing, or experimenting with new recipes in the kitchen when he’s not writing.