WhatsApp Chatbots: Redefining Customer Engagement

 

WhatsApp is the ultimate Commerce and Customer Service engine your brand needs to enhance CX. Brands can leverage WhatsApp chatbot to power an end-to-end shopping journey and turn it into an ultimate revenue-generating machine!

Asset 7@2x-2
Asset 7@2x-2
circle line

WhatsApp Chatbots: An Introduction

 

WhatsApp is the world’s largest messaging platform, with over 2 billion users across 180 countries. This means that WhatsApp potentially allows you access to over a quarter of the total human population! There is no messaging platform that offers you a similar scope and scale. 

 

image (1)

 

In 2018, WhatsApp introduced its Enterprise API, which enabled businesses to engage with customers on the platform at scale. The WhatsApp Business Solution facilitates swift and seamless interactions between brands and customers on WhatsApp. Brands can now leverage the full extent of WhatsApp Business API to have deeper conversations with their users. Increasingly, brands are leveraging this to send proactive notifications, offer instant customer care, inform users about interesting products or services, and enable Conversational Commerce on WhatsApp.

The Enterprise API allows businesses to interact with their customers proactively or reactively and also scale with demand on the fly. This means a brand's customer care or sales agents can interact with users over WhatsApp. There is a far more advanced and effective alternative for businesses – implementing a WhatsApp bot. 

Leveraging the power of advanced Conversational AI technologies such as Natural Language Understanding (NLU) and Machine Learning (ML), a WhatsApp chatbot enables your brand to be available to customers 24/7 on the app, offer support or drive lead conversations end to end with human escalation only where required. WhatsApp mandates a valid escalation path for every number so we cannot have a way to not reach out to humans.  with no human intervention required. 

As your business grows with increased user engagement, an Intelligent Virtual Assistant can be your answer to offer a consistent customer experience without the hassle of upscaling, training, and monitoring your teams.

WhatsApp Commerce has been the engine behind the growth of many small and large-scale companies. It has evolved into a full-blown channel that brands are leveraging to sell and transact with their customers, emerging as the most efficient channel to buy and sell digitally. WhatsApp commerce takes the center stage in the eCommerce journey of India and is playing an extremely important role in shaping the future of Conversational Commerce.

 

Download Report: How is WhatsApp Shaping Commerce?
circle line

Benefits of WhatsApp Chatbot

 

The number of people you can potentially reach out to over WhatsApp literally increases every day, with over a million people registering on the platform every day. It is the third most downloaded app in the world, which means that there’s an overwhelming probability that your current or prospective customers are on the app. You can enhance CX with powerful features on the WA platform such as:

 

WhatsApp Platform Features-1

 

Why a WhatsApp chatbot is the undefeated champion of Conversational AI

  • 2 Billion Active Users Globally - This makes WhatsApp the World’s largest messaging platform. 
  • Connecting 400+ Million Indians - India is WhatsApp’s largest market  
  • Available in 180 Countries & 60 Different Languages - Build multilingual conversations with Vernacular chatbots on WhatsApp
  • 50 million business users - WhatsApp has emerged as an integral part of every brand’s digital transformation strategy
 
circle line

Redefining Commerce with WhatsApp Chatbots

Asset 37@2x

Discovery & Instant Opt-in

WhatsApp requires a brand to get an opt-in from a user before it can start engaging with him/her i.e. the user needs to consent to start a conversation with your business.

Businesses can include a deep link, banners, or a contact form on their website which can be used to submit details. It can also be done by deflecting IVR calls to WhatsApp. Additionally, there are a lot of other ways for your business to get an opt-in from your customer. 

One of the least effort options for opt-ins is users giving a call to your virtual number to get started!

Enhance-UI-elements

Enhanced UI Elements

WhatsApp has also increasingly started to introduce a number of elements to make the conversational experience simpler and more interactive. These include quick replies and buttons, which enable users to progress faster in their conversations with businesses.

The WhatsApp Business App (which is meant for small businesses) includes a catalog feature which is also expected to be available to users of the WhatsApp Business API.

WhatsApp has introduced two new interactive elements for the Business API: List Messages and Quick Reply buttons, making it easier for brands to have conversations with their customers.

unnamed

Collect Payment on WhatsApp:

Customers can make direct payments from WhatsApp while they are in the purchase journey without navigating between multiple apps.

When people shop on WhatsApp, they’re always on the go, even when they’re shopping from home. They want to be able to browse and buy instantly.

This is where our 3-click UPI payment experience on WhatsApp really helps. 

Brands can also use notifications as recurring payment reminders and collect payment without any hassle.

circle line

Enhancing Customer Service with WhatsApp Chatbots

Smart Agent Routing for Complex Queries-1

Smart Agent Routing for Complex Queries

Deliver powerful customer experiences with seamless live chat integration whilst driving CSAT and improving NPS. Eliminate customer frustration by giving them on-demand, self-serve, automated support with friction-free access to live agents whenever needed. Seamlessly integrate with leading CRM software and system of records such as Salesforce, Zendesk, Kapture CRM, and more.

24-7-3

24*7 Availability

Unlike human agents, WhatsApp bots are available 24*7. They’re always ready to answer questions for your customers in any language preferred by your customer. This helps you significantly boost CSAT and NPS.

Integrations@2x-8

Integrations

Powerful out-of-the-box chatbot integrations to deliver exceptional experiences to your agents and customers leveraging existing software.

WhatsApp Chatbot for Various Industries

WhatsApp chatbot delivers business results like no other channel. You can boost revenue through selling on WhatsApp, save Customer Support costs, reduce CAC. All this while increasing your CSAT & NPS and building top-of-the-mind brand recall.

Retail-3

Retail

Contactless shopping has become the new normal. It has never been easier to take your business online. WhatsApp provides you with all the tools you need to grow your business!

Ecommerce

E-Commerce

WhatsApp has become one of the most important and profitable channels for eCommerce companies. A WhatsApp bot allows you to provide an end-to-end shopping journey on WhatsApp

BFSI

BFSI

WhatsApp chatbot is the best channel for your brand to distribute any financial product from your portfolio. WhatsApp offers unparalleled scale and a buffet of features for every BFSI brand.

Travel-3

Travel & Hospitality

WhatsApp chatbot helps you provide a personalized booking experience to your customers and assists them virtually in planning their journey. 

Digital-Native

Digital Native

WhatsApp has been an integral part of every brand’s digital transformation strategy. Reduce customer support costs, boost revenue, increase CSAT and NPS with the help of a WhatsApp chatbot.

Why Haptik is the best WhatsApp Business Solution provider?

Domain Specific Solution

Domain-Specific
AI Solutions

Industry rich AI and NLU with pre-built skills to not only solve your key business problems but also reduce the time-to-market.                                         

Seamless Omni Channel

Seamless Omnichannel Experiences

Consistent & personalized experiences across Chat, Email, Voice & social channels like WhatsApp to improve customer satisfaction. 

Customer Experiences

Customer Experience Workflows

Ability to design and architect  intricate workflows and define complex business logic in conversational journeys with ease & low effort

Powerful Integration

Out-of-the-box Seamless Integrations

Powerful integrations with your existing business tools - Salesforce, Shopify, Zendesk Sunshine, Freshchat, & others for a unified experience.

circle line

Implementing a WhatsApp Chatbot with Haptik

 

To get started with WhatsApp, you need the following elements in place – a fully functional websiteFacebook Business Manager through which you will manage your WhatsApp Business Account (WABA), a Business Phone Number for your brand’s official WhatsApp channel, and an official Business Solution Provider (BSP) who will help you set up your brand’s WABA.  WhatsApp announced a revision in its pricing model which will be effective from 1st February 2022. Learn everything about the new WhatsApp Business Pricing and how it affects your investment in WhatsApp.

With the help of your BSP, you can get started with the following 5 steps:

 

Implementation-2

 

circle line

More to read

 

WhatsApp Commerce for banking and finance can help brands improve CX and conversions; read how you can leverage this potential with a WhatsApp chatbot.
The first and most crucial aspect to consider is driving visibility and discovery. The two key questions to ask here are: How will your customers know that you are available on WhatsApp? How will they opt-in to receive your services over WhatsApp?
Businesses have been quick to jump on the WhatsApp Business API bandwagon since the company's Business API launch. And rightly so, who would want to miss an opportunity to connect with 2 billion active users and engage with them?