AI chatbots are the next big thing in the customer service landscape. As per Statista, the worldwide chatbot market is estimated to amount to 454.8 million USD by 2027.
WhatsApp chatbots are the next big thing in the contact center industry, owing to the remarkable cut in service costs and enhanced customer satisfaction rates while relieving agents from much of the manual hard work.
As per some estimates, WhatsApp Chatbots are expected to save over 2.5 billion customer service hours in 2023.
What is WhatApp Chatbot?
An AI powered tool that can help businesses improve customer experience across varied channels of communication including WhatsApp. While WhatsApp itself boosts customer interaction, adding a chatbot to it takes customer engagement to a whole new level. The chatbot offers human-like customer service by answering customer queries, completing scales and nurturing user attributes.
How does WhatsApp Chatbot Work?
A chatbot is an AI-powered tool that helps businesses improve customer experience across varied channels of communication including WhatsApp. A customer engagement chatbot can take interactions to a whole new level. The chatbot mimics human-like customer service by answering customer queries, completing scales, and nurturing user attributes.
The interface of the WhatsApp Chatbot is similar to the chatbot on any other messaging channel. The flow is simple: when a user sends a message to a company on WhatsApp Business, the chatbot will initially pick up the message, understand the context and answer it.
Why Businesses Should Add WhatsApp Chatbot?
Every business in the market, regardless of its size, strives to prosper by delivering immaculate services, unmatched products, and a seamless customer experience. Amid all this, the immediate redressal of grievances remains a prime priority for a brand to gain a competitive advantage in the industry.
This is where WhatsApp chatbots come into the picture. There are approximately 1,265 million WhatsApp users globally. These statistics advocate the supremacy of WhatsApp over other messaging channels. Hence, every business sees a fair chance to reach its customers effortlessly.
From offering instant responses to round-the-clock availability and scalability, these AI bots can redefine customer engagement. By harnessing the power of AI for personalized interactions and ensuring support consistency, AI-enabled chatbots can help optimize resources and elevate customer satisfaction, thus making them an essential tool for today’s forward-thinking companies.
| Also Read | Move Beyond Hype – WhatsApp Chatbots for Your Business |
How WhatsApp Bot Works To Engage Customers?
WhatsApp Chatbots not only facilitates you to interact with your customers but also add a positive impact across marketing, sales, and support. The efficiency of a chatbot is determined by how effectively you are deploying chatbot. Let’s explore the different ways to use chatbots for WhatsApp for your business.
- Ensuring Omnichannel Support
- Providing 24/7 customer engagement
- Ensuring customer service automation
- Initiating conversational ordering process
- Ensuring contextual content for personalized selling
- Automating the lead qualification process
- Enabling online payments
- Ensuring post-sale support
- Enabling feedback Loop
- Promoting with loyalty programmes
1. Ensuring Omnichannel Support
The need to expand customer reach has warranted the need for omnichannel support. An AI-based Omnichannel WhatsApp chatbot can help meet the goal. A smart strategy evolving around AI bots can boost presence across channels without adding to costs. Customers’ queries can get resolved on any channel throughout the bandwidth of the day and that too without burdening the agents. This renders a seamless CX that prioritizes customer preferences via contextual conversations.
| Watch the video to learn how to deliver true digital omnichannel experience with CXInfinity embedded within Cisco desktop |
2. Providing 24/7 customer engagement
Live agents have limited availability. A 24/7 WhatsApp chatbot can make up for this by being available around the clock. They can address customer queries even outside of the usual business hours. This sends a message that you care for your customers and are ready to resolve queries whenever they approach you. Seamless interactions flow from being accessible to your customers and AI chatbots can conveniently ensure that.
3. Ensuring customer service automation
An organization looking to enhance brand loyalty or improve conversion rates needs to ensure a quality customer service experience. A fine way to ensure this is by being prompt in answering to customers and not frustrating them by making them wait for long hours. Human capability to redress queries as and when they come is largely limited. This is where automation works. The AI drive bots can answer routine questions efficiently without burdening the agents.
4. Initiating conversational ordering process
WhatsApp is used by close to 2 billion people on a daily basis. As it advances to become the most prominent messaging platform, it can be effectively utilized for conversational commerce owing to the AI driven bots. It enables brands to engage customers with the brand by offering them a range of options to promote, recommend and sell their products along with post-sales support.
5. Ensuring contextual content for personalized selling
When it comes to WhatsApp marketing, it’s not only about having to replicate everything you do on a website or an app on a conversational interface. It’s more about making your service truly personalized and engaging for a seamless customer experience. Engaging with a customer on WhatsApp is more about understanding the context of the purchase journey while improving the chances of sales. Contextual conversations help make customers feel that you truly understand them and their needs by studying previous conversations.
6. Automating the lead qualification process
Gone are the days when your customers would have to manually collect information over and over again. With AI into the picture, chatbots have slowly become tools for lead qualification. Thus, agents can easily nurture leads by collecting key attributes, like email, age, gender etc. without adding to the agent’s load. Also, audiences can be segments based on these attributes and help in the automatic generation of leads.
7. Enabling online payments
Payment processes can turn out to be complex and confusing for most customers, especially the non-tech-savvy ones. WhatsApp business bots can simplify the transaction processes by sending a business link to the business gateway used by your business. The customer simply has to click on the link, open up the transaction gateway, and complete the process.
8. Ensuring post-sale support
An expansive customer journey begins from the moment people connect with your brands to make purchase decisions and goes on to include an after-sales experience that enhances customer retention and loyalty. It’s about getting something out of an acquired customer. The AI driven bots can deliver on this by sending reminders to customers, recommending products as per their engagement across varied channels and also collecting feedback.
| Download this cheatsheet to learn the WhatsApp business integration and how its branding creates a personalized connection with the business. |
9. Enabling feedback Loop
Engaging with customers can be challenging without understanding their tastes and preferences. Without comprehensive analytics even conversions suffer. With a WhatsApp business bot, you can gain information on key customer data and keep track of customer’s purchase journey in a comprehensive manner. Leveraging chatbots for WhatsApp can suggest relevant content and offers to customers.
10. Promoting with loyalty programmes
Who doesn’t like getting free stuff? But loyalty programs often gather dust and are swiftly forgotten. One way to not let it slip into a vegetative state is by including a WhatsApp chatbot to notify customers when they’ve earned loyalty points or when their points qualify for a reward. Utilizing the gamification capabilities of WhatsApp chatbots helps to revive interest in these programs.
Benefits of WhatsApp Chatbot Integrations
WhatsApp Chatbot for your businesses can transform how you approach customers in the world of cut-throat competition. Here are a few benefits of including the Integration of WhatsApp with Chatbots in your business marketing strategy:
⦿ 24*7 Automated Customer Support
Engaging with customers around the clock becomes a reality with AI WhatsApp chatbots. A 24/7 chatbot support can offset the time zone effects and can easily replace live agents while also saving substantial costs. Live agents can be reserved for addressing complex queries that the chatbot cannot handle, thus optimizing human talent for productive, complex jobs.
⦿ Promising Lead Qualification
Collecting user attributes over and over again can become frustrating for customers. By automating the lead qualification process, the WhatsApp chatbots nurture leads by collecting important user attributes like email, age, gender, preferences and that too without adding to agents’ burden.
⦿ Respond Instantly to Users
The Chatbots can significantly reduce customer wait times through prompt replies to queries. Secondly, the WhatsApp automation chatbot can remind users about their delivery, bills, and tickets by telling them about reminders, purchase confirmations, and urgent alerts.
⦿ Automate Sales
The WhatsApp chatbot works round the clock to address customer queries. It enables customers to not only ask questions about product details and services but also offers them an avenue to proceed with the sales process via a link to your webpage. This simplifies the sales process and improves the lead conversion rate as well.
⦿ Personalization
Personalization is considered as the Key CX Parameter for 2022. The WhatsApp chatbot makes use of AI to constantly improve customer experiences. It allows them to keep learning about the customers and offer them personalized recommendations based on their history of interaction. The use of NLP, further makes tailored conversations a reality. In place of a stilted, mechanized communication, it assesses the customer sentiments and delivers services as per their engagement sentiment.
Personalize your Customer Engagement with WhatsApp Chatbots
Making use of an already popular platform to expand the customer base is a rational thing to do. While the markets are flooded with technologies that can boost customer engagement, not would suit your preferences. The CXInfinity Infibot can be a viable option for anyone looking to offer an omni-channel-driven personalized customer experience. Powered by the next-gen workspace integration, it equips live agents with past interaction information and lets automation take over repetitive queries.
| Also Read | WhatsApp Is The What’s Up For Your CX |
⦿ Interactive UI
With the rich UI elements, live agents do not only respond faster but more engagingly. The use of WhatsApp rich text, like emojis, images, etc, helps to leverage customer experience.
⦿ Automated Messaging
Automated messages may be set up to greet customers or send replies hours after an interaction, making customers aware when to expect an answer from an agent.
⦿ Fosters Insightful Actions via Feedback
With WhatsApp as a conversational medium, you can always take feedback in a more intuitive and natural way over pestering your customers with regular emails and phone calls.
⦿ Seamless opt-in Mechanism
Built with consideration of current data policies, the CXInfinity always takes user consent before starting any communication via third party channels such as IVR and SMS.
⦿ CRM Integration
For most common use cases across industries, such as checking account balance in the banking sector, you get CRM integration with pre-built intents.
Forge ahead in the realm of hyper-personalization by shedding counterproductive engagement practices and enabling a wider customer base by understanding their needs and catering to them in a seamless interaction environment.
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Himanshu Suri
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