WhatsApp is the most popular messaging platform with more than 2 billion active users, outranking Facebook Messenger at 1.3 billion and WeChat at 1.2 billion. Besides, it has become the world's third-largest social networking platform after Facebook and YouTube.
Given the platform's popularity and demand, businesses have also started to turn their ships the WhatsApp way and integrate WhatsApp marketing into their overall marketing strategy. Businesses are relying on WhatsApp Bots to make WhatsApp more profitable for them. WhatsApp chatbots are helping companies engage, support, and serve their customers virtually while igniting a new spark of online sales called WhatsApp Commerce.
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Furthermore, by integrating ChatGPT with WhatsApp, brands can unlock enormous potential in terms of improving customer engagement, adding a human touch to customer interactions, boosting revenue, and offering phenomenal customer experience across the funnel.
What are the Benefits of a WhatsApp Bot?
- Establish real-time conversations with instant messaging
- Help customers explore the entire product catalog in one place
- Provide a secure platform for conversation with WhatsApp with end-to-end encryption
- Deliver top-class virtual support with personalized communication
- Strengthen the trust between the customer and the brand
How to Choose the Best WhatsApp Bot for Your Brand?
- It should solve the existing sales/support problem the business is already facing.
- It should communicate, personalize and empathize like humans.
- It should understand the customer's context and intent.
- It shouldn't ask to subscribe/register/install anything to use a WhatsApp bot.
- It should be easy to use without any technical/coding expertise required.
Now that you have already dipped your toes into knowing WhatsApp bots, their capabilities, and their benefits, let us explore the best WhatsApp bots that can help brands drive their online sales and support like never before. In this article, we cover 6 renowned brands in India that successfully use WhatsApp bots as a conversational channel for their customers.
#1 Max Life Insurance
A leading insurance provider in India, Max Life offers comprehensive protection and long-term life insurance products and services. Its aim was to enhance customer engagement to achieve more conversions downstream. But there were significant challenges to address.
Max Life strived to enhance the customer experience as initially there was a lack of support for languages other than English, and the conversational journey was rigid and less intuitive. To resolve this, Max Life leveraged Click-To-WhatsApp ads and WhatsApp Flows to simplify engagement with prospects and streamline the collection of user details through seamless form-based journeys.
The company harnesses WhatsApp’s “Supported Languages” feature, enabling 80% of its customer service journeys in seven of India’s most popular regional languages.
Click-To-WhatsApp Ads helped Max Life 5x its ROI, while boosting its lead-to-quote generation by 4x by using Flows on WhatsApp. By enabling multilingual capabilities on the bot, 40% of customers could complete the journeys in their native languages. Furthermore, Max Life collected user feedback (net promoter score) within the bot journey.
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Learn how Max Life Deepened Engagement and Maximized ROI with WhatsApp Flows
#2 Kotak Life Insurance
Kotak Life caters to 46 million customers spread across 148 cities and towns in India, making it one of the largest insurance providers in the country. Having previously deployed an AI chatbot for customer engagement and lead generation campaigns, the company wanted to implement Flows on WhatsApp to scale lead generation further by improving task completion, minimizing drop-offs, and amplifying engagement.
In partnership with Haptik, Kotak Life activated a WhatsApp notifications campaign to engage with maximum customers, guiding them to fill the form and enrolling in the insurance purchase journey. Once a customer fills and submits the form, the conversation is taken over by a human agent for a personalized insurance buying experience.
The WhatsApp notifications campaign yielded an increase in the volume of interactions by 150%, while boosting lead generation by an impressive 400%. There was a further 75% reduction in dropout rates, while improving customer connects on web channels by 60% as well. The solution not only allowed Kotak Life to boost its lead generation efforts but also elevated its customer experience.
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Discover how Flows on WhatsApp helped Kotak Life enrich customer interactions
#3 PVR Inox
One of the largest movie/cinema chains in India, PVR Inox aimed to streamline the movie ticket-booking process as well as offer customers the convenience of ordering food, tracking their bookings, purchasing gift cards, and getting their FAQs answered – all through a user-friendly bot interface.
It partnered with Haptik, a leader in building innovative WhatsApp solutions and Meta Business Partner, to design a WhatsApp chatbot. Powered by ChatGPT, it enables a conversational ticket-booking experience that allows moviegoers to type in their query and get responses as if they were speaking to a human assistant.
The WhatsApp Assistant helps users explore the various movies being shown in various cities and locations. Once the user selects a movie, the bot provides all the necessary information such as duration, language, certificate, and genre, along with pre-booking instructions. It caters to Indian audiences in six regional languages.
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#4 Mahindra Tractors
India’s leading tractor manufacturer, Mahindra Tractors strives for continuous innovation. It collaborated with Jio Haptik with the aim of empowering farmers and the agricultural community through their tractor-buying experience. By deploying a GenAI-powered conversational sales assistant on web and WhatsApp, the company sought to offer multilingual support for its English, Hindi, and Hinglish-speaking audiences, with Hinglish being a mix of Hindi and English.
Haptik developed the GenAI Sales Assistant with 75 in-built FAQ intents to cater to vernacular audiences, and offer personalized pre-purchase support at scale. The bot’s capabilities allow the farming and agricultural community to raise diverse queries pertaining to engine options, financing, and more. Additionally, Haptik enabled voice support for customers, making it hassle-free for those who prefer to interact using voice rather than type in their queries.
Thus, by leveraging technology that caters to the linguistic diversity of its audience, Mahindra is not just simplifying the tractor buying process; it’s transforming the way potential buyers interact with the brand, making their experience more engaging and personalized.
#5 JioMart WhatsApp Bot
JioMart is an eCommerce venture launched and run by India’s most valued firm, Reliance Industries. It is an offline to online grocery service that allows you to order online and deliver the product to you from a nearby local store. JioMart offers a selection of 50,000+ products and processes over 250,000 orders per day.
With increasing orders every day, JioMart started experiencing 3x more traffic than expected. Soon, they realized an immediate need to automate and upgrade their customer support. As a result, JioMart built a WhatsApp bot that later emerged as the primary go-to channel for users to shop with JioMart. Also, JioMart observed that the WhatsApp bot can resolve 88% of the queries with a reduced response time by 62%. Some of the key use cases of this WhatsApp bot are Check Order Status, Delay in Delivery, Replacement Requests, Refund Related Queries, etc.
Check out this Case Study to learn how JioMart Handles 40% of Customer Support on WhatsApp
#6 Paisabazaar
Paisabazaar, India’s premier free credit-scoring platform, delivers unmatched lending solutions and is the benchmark for excellence in the market. Amid increasing competition, it sought to differentiate itself; it partnered with Haptik to drive its plan for outbound communication in a bid to achieve exponential outreach.
Haptik’s solution revolutionized Paisabazaar’s customer engagement, helping Paisabazaar’s customers interact seamlessly via WhatsApp and offering a new level of convenience and personalization to its services.
By leveraging Haptik’s platform, Paisabazaar improved its conversions by 100% compared to SMS while its cost per lead also reduced by the same margin.
Learn more about the Paisabazaar success story
#7 Hero Electric
A prominent player in the electric scooter segment, Hero Electric aimed to reduce dependency on dealers and take charge of sales on its own. It partnered with Haptik to drive several key use cases such as lead generation, answering FAQs, and more.
Haptik’s solution allowed Hero Electric customers to reach it seamlessly via WhatsApp and get their queries resolved in seconds. It also ensured that the number of calls to the call center was greatly reduced.
Hero Electric maximized the user engagement potential of WhatsApp to generate 8000 high-quality leads along with achieving a 30% user-to-lead conversion rate.
The solution also enhanced Hero Electric’s user experience and streamlined its dealer network, among other benefits.
Read everything about Hero Electric improving customer experience via WhatsApp
#8 Zoop
One of the top players in the train food delivery industry, Zoop offers a wide variety of meal options to railway passengers. Its main challenge was being able to provide a truly seamless experience given the spotty network coverage during train journeys.
It partnered with Haptik to build a WhatsApp solution, Ziva, that could offer passengers with low-data ordering options, pre-booking of meals, real-time order tracking, among other salient features. In essence, the solution by Haptik allowed Zoop to offer convenience to railway passengers, who could now order and get their meals delivered to their seats.
Ziva helped Zoop increase its monthly orders by 15% while having 8000+ daily chat sessions.
Here’s all you need to know about Zoop’s revolutionary railway food ordering system
#9 Personalized Support by CEAT
CEAT, one of India's leading tire manufacturers looking to elevate its customer service and offer personalized 1:1 support, deployed a WhatsApp chatbot. With the help of the WhatsApp chatbot, the brand intended to reduce wait times, enable a seamless complaint registration and tracking mechanism, and create a frictionless customer experience on a platform their customers already use and love. After the deployment, the brand could handle 206K conversations and achieve a 21% lead-to-conversion rate.
Check out this Case Study to learn how CEAT is tailoring customer experience on WhatsApp with Haptik
#10 MyGov Corona Helpdesk
During the Covid-19 pandemic, the Government of India wanted a solution that would eradicate misinformation and empower citizens with the right steps to take precautionary measures and stay safe. The idea was to offer a 24/7 help desk that can answer all sorts of COVID-19 queries and help prevent the spread of false information.
Haptik, one of the world’s largest Conversational AI companies, accepted this challenge to handle and resolve the diversity of queries coming from millions of users across the country in English & Hindi. As a result, Haptik built the MyGov Corona Helpdesk, a WhatsApp bot that helped users check symptoms and get a diagnosis, provided tips and precautionary measures to stay safe, and shared the latest updates and advisories from the Ministry of Health.
Check out this Case Study to learn how Haptik helped India fight COVID with a WhatsApp Bot
Final Words
With messaging becoming the most preferred mode of communication among customers to interact with brands, WhatsApp bots will play an extremely important role. Leading brands are already leveraging the potential of WhatApp Business API and scaling up their online sales and support performance with the help of the WhatsApp chatbot. Now that you are also clear about the best WhatsApp bots in India, it is time to choose the best one for your business.
Surprisingly, the best part of a WhatsApp bot is that you can get it up and running in very little time. Unlike a website or app, which requires a long development phase, possible for a brand to deploy a WhatsApp bot in as little as 7 days!
