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!
WhatsApp is both the world’s largest messaging platform, with over 2 billion users across 180 countries, and the most popular messaging app in the US (based on downloads on the Play Store). WhatsApp's user base is constantly growing as its ease of use and powerful native features make it not just a strong channel for communication but also as a marketing and sales channel for brands.
The introduction of WhatsApp Enterprise API 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 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 and also scale with demand on the fly. This means a brand's customer care or sales agents can interact with users over WhatsApp. 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.
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 little to not human intervention necessary.
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 takes center stage in the eCommerce journey for brands and is playing an extremely important role in shaping the future of Conversational Commerce.
Download Report: How is WhatsApp Shaping Commerce?
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:
Why your business needs a WhatsApp chatbot:
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!
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.
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.
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.
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.
Powerful out-of-the-box chatbot integrations to deliver exceptional experiences to your agents and customers leveraging existing software.
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.
Haptik is a fantastically committed team. They truly understand their business and they go really deep to understand their customers’ issues. Combining human empathy with AI has been instrumental in bringing life to our IVA. As we add new customers every day, the IVA seamlessly handles 70% of query flow, helping us achieve incredible customer satisfaction rates, exceeding anything ever seen before.
- MVS Murthy, Head – Marketing & Digital, Tata Asset Management Ltd.
Timely and right communications have been a key pillar in our fight against COVID19. This has been greatly strengthened with Haptik’s ability to build an AI assistant in record time that has been handling millions of diverse queries in both English and Hindi. The helpdesk has been successfully catering to millions of WhatsApp users in India and has been immensely valuable in helping us keep our citizens rightly informed.
— Abhishek Singh, President & CEO, National eGovernance Division (NeGD)
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We've been using Haptik since Jan 2020, it has transformed the way we interact with our customers and the speed with which we resolve queries. We've seen a strategic shift in the way we envisioned customer experience at SleepyCat. We've seen tremendous growth in the number of queries we've catered to, and the customer query resolution has reduced by ~70%!
- Kabir Siddiq, Founder & CEO, SleepyCat
The AI Whatsapp Chatbot has been received very well by our customers and now we have slowly integrated the chatbot into our campaigns which also has got a great response and has further simplified communication with the brand. The Haptik team has been very supportive and prompt with the initiatives we plan to undertake as a brand to enhance the usability of the chatbot.
— Phoenix Marketcity Mumbai
Industry rich AI and NLU with pre-built skills to not only solve your key business problems but also reduce the time-to-market.
Consistent & personalized experiences across Chat, Email, Voice & social channels like WhatsApp to improve customer satisfaction.
Ability to design and architect intricate workflows and define complex business logic in conversational journeys with ease & low effort
Powerful integrations with your existing business tools - Salesforce, Shopify, Zendesk Sunshine, Freshchat, & others for a unified experience.
To get started with WhatsApp, you need the following elements in place – a fully functional website, Facebook 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:
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