Introduction to WhatsApp Chatbots
In 2024, WhatsApp’s monthly active users (MAU) count stands at 2.78B; it’s projected to reach 3.14B by 2025. WhatsApp’s ever-growing user base and powerful native features make it not just a strong channel for communication but also a marketing and sales channel for brands.
WhatsApp’s Business API allows businesses to interact with customers proactively and also scale with demand on the fly. This means a brand's customer care or sales agents can interact with users over the messaging app. The WhatsApp chatbot is a powerful alternative for businesses to engage with their customers at each step of their journey - that is pre-purchase, purchase and post-purchase.
How Does a WhatsApp Chatbot Work?
A WhatsApp chatbot functions through a series of steps to understand user inputs and generate relevant responses.
When a user initiates a conversation, the WhatsApp chatbot or assistant uses NLP algorithms to identify the intent behind the user query, extract relevant information, and process the query.
Let’s say a user types in a query, “What is your return and refund policy?” onto the WhatsApp bot. The advanced intent recognition capability of the bot recognizes the nuance of the query. The bot - integrated with knowledge bases, FAQ section, blogs, and other help resources - then fetches information from the source and delivers a prompt response. The bot’s understanding of intent behind user query ensures the answer is tailored for relevance and accuracy.
The chatbot may also leverage external databases or APIs for real-time information. It then generates context-aware responses. With machine learning, it learns from user interactions over time to improve its ability to provide accurate and personalized answers. The chatbot's engagement is further enriched through features like multimedia handling, context management, and transactional capabilities, ensuring an efficient and interactive user experience.
Integration with Generative AI amplifies the capabilities of AI. With contextual understanding, dynamic content creation, and real-time learning, Gen AI enables chatbots to comprehend individual messages and also the broader context of conversations. Moreover, Gen AI anticipates user needs to generate predictive responses to make conversations more intuitive.
WhatsApp for business contains elements that make the conversational experience simpler and more interactive. These include quick replies and buttons, allowing users to progress faster in their conversations with businesses.
The WhatsApp Business App for small businesses includes a catalog feature to create and showcase products and services. The catalog can be shared across multiple channels.
In addition, the Cart feature allows businesses to streamline order management and facilitate a superior shopping experience. Broadcast is another dynamic feature for businesses to announce promotions, special offers, and display new inventory to multiple customers simultaneously. Flows is one of the latest WhatsApp Business features designed to bring structure to business-customer interactions. It enables businesses to automate FAQs, appointment scheduling, query resolution, and other routine customer support tasks.
Customers can make direct payments on WhatsApp while they are in the purchase journey.
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.
Businesses can collect payments by incorporating secure payment options directly within the chat interface. Available payment gateways can be linked to the WhatsApp chatbot to allow customers to input payment details and complete transactions.
Brands can also use notifications as recurring payment reminders and collect payment hassle-free.
Enhanced Customer Service
Customer service is a key differentiator in customers choosing one brand over another. In fact, according to one research, 93% of customers are likely to make repeat purchases with companies that provide great customer service.
Imagine a customer needing post-purchase support after regular business hours. With chatbots integrated on WhatsApp, businesses remain accessible to customers round the clock. Accessibility to customer support on demand increases customer satisfaction while making support more efficient.Get a Demo
Smart Agent Routing for Complex Queries
A WhatsApp chatbot can intelligently direct complex queries to a capable human agent for faster and efficient resolution. The bot facilitates a seamless transition from automated processes to human assistance for nuanced understanding and personalized support.What Live Chat Agents in the Gen AI Era Mean for Customer Support
WhatsApp chatbots help deliver a unified and consistent customer experience. Whether customers engage on WhatsApp, on the web, or another platform - the chatbot delivers a fluid experience, leading to increased convenience and better customer loyalty and retention.
Haptik’s powerful ecosystem of 100+ integrations helps you seamlessly integrate with social media channels, support and agent platforms, payment gateways, and any software APIs to enhance customer experience.View Integration Ecosystem
Why Haptik Is the Preferred WhatsApp BSP for Enterprises
Know our product differentiators for increased efficiency & revenue.
Official Meta Business Partner
Haptik is Meta’s official business partner, which ensures our customers get early access to new WhatsApp business features and thus a competitive edge over other businesses.
The leading brands have partnered with Haptik because of our ability to handle scale. We’ve built the world’s largest WhatsApp chatbot that handled 30M+ conversations, sent 400M+ notifications to generate qualified leads, and helped collect 70K+ orders in just two months!
Gen AI-First Platform
Haptik’s Generative AI capabilities help our customers create contextual user-centric responses for quick replies based on the user’s query. In addition, our advanced NLU engine ensures customer interactions sound natural and human-like.
Custom Reports & Dashboards
Our cutting-edge analytics engine enables customers to build custom reports and dashboards to track metrics that truly matter to their business, including insights into WhatsApp campaigns, user journeys, and drop-offs.
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