WhatsApp Chatbot For Business: Understanding Different Use Cases

WhatsApp stands as the messaging platform of choice in over 180 countries. Its extensive user base totals a remarkable 2.2 billion individuals. Notably, it has secured its status as the most popular messaging application in the United States. As a result, many businesses are considering harnessing the potential of this powerful platform.

WhatsApp has proved to be a saviour in providing a seamless user experience. Its powerful native features and ease of use make it a strong medium of communication. It is also considered a great channel for marketing and sales for brands. 

Explore what a WhatsApp chatbot is and its use cases to unleash the power of marketing via this dynamic application. 

What are WhatsApp Chatbots?

A WhatsApp chatbot is a business-oriented automated conversational tool. It interacts with customers via WhatsApp. It is powered by natural language processing and artificial intelligence. It comprehends and replies to customer queries and delivers personalized recommendations. This way, it offers the right information or services required. 

WhatsApp Business API allows businesses to interact with customers on this platform at scale. It enables quick and smooth communication between companies and their clientele through WhatsApp. Brands can use WhatsApp chatbots to send proactive notifications to offer instant customer care. They can also inform users about the latest and interesting features or services. This way, it enables conversational commerce on WhatsApp. 

With the power of artificial intelligence, WhatsApp chatbots can facilitate round-the-clock availability of a brand to their customers. They have the ability to provide assistance or guide conversations to generate leads from start to finish, requiring minimal to no human intervention.

Benefits of WhatsApp Chatbots

Some of the potent benefits of WhatsApp chatbots include:

• Enhanced Customer Engagement: WhatsApp chatbots offer immediate and round-the-clock assistance. They can engage customers when they need it.
• 24/7 Availability: They ensure constant availability. They cater to inquiries and provide information at any hour, enhancing customer satisfaction.
• Efficient Query Resolution: These chatbots swiftly address customer queries. They provide quick solutions without the need to wait for human intervention.
• Cost-Effective Solution: Businesses enjoy reduced operational costs. As chatbots handle a substantial part of customer interactions. They cut the need for human resources.
• Personalized Interactions: Chatbots use AI to understand customer needs. It offers personalized recommendations and tailored responses.
• Payments Collection on WhatsApp: WhatsApp facilitates direct payments. Customers need not navigate to different links for making purchases. This simplifies their purchase journey. 
• Smart Agent Routing for Complex Queries: Businesses can handle a large volume of queries simultaneously. With CSAT, brands can eliminate customer frustration. This is achieved by providing on-demand, automated support with access to live agents whenever required.  

The image below depicts the potent benefits of WhatsApp chatbots.

Image Source: marutitech

How WhatsApp Chatbots Work?

WhatsApp chatbots function through a combination of technologies and systems to interact with users and provide automated responses. Here’s an overview of how they work:

• User Interaction: When a user messages a business on WhatsApp, the chatbot recognizes and receives the incoming message.
• Natural Language Processing (NLP): The chatbot uses natural language processing to understand the user’s message. This technology allows it to interpret and derive meaning from the text.
• Database and Knowledge Base: The chatbot accesses databases, knowledge bases, or pre-programmed information to find relevant responses or actions based on the user’s query.
• AI and Machine Learning: Artificial intelligence and machine learning algorithms enable chatbots to learn from interactions. It improves their responses and capabilities over time.
• Response Generation: After processing the user’s query, the chatbot generates a relevant response or takes action. This could be providing information, or guiding the user through options. Or even executing tasks like scheduling appointments or making bookings.
• Integration with Business Systems: Chatbots often integrate with the business’s systems. It allows them to perform various tasks like accessing order status and making reservations or connecting to customer support systems.
• Continuous Improvement: Based on user interactions and feedback, chatbots continuously learn and improve to offer more accurate and helpful responses. This way, it becomes more efficient and effective over time.

WhatsApp chatbots leverage these technologies to simulate human-like conversation, providing users with automated and efficient information and assistance.

Why do you need a WhatsApp Chatbot?

Businesses can leverage WhatsApp for many purposes. It is important to create a strong presence of your brand at a place where customers are already present. That’s WhatsApp, which is the most popular and easily accessible messaging platform. Some of the reasons that your brand needs a WhatsApp chatbot are listed below. 

• With WhatsApp chatbots, brands can improve purchasing experience for customers via personalization
• WhatsApp chatbots can improve query resolution with Smart Agent Routing for complex queries. Hence, they can minimize customer drop-offs. Also, they can automate mundane tasks that can deteriorate the efficiency of human agents.
• WhatsApp chatbots can collect and analyze customer data, offering insights. These insights can be effectively used to enhance customer experience. It triggers customer loyalty. 
• WhatsApp chatbots enable on-demand, round-the-clock support. This support is generally appreciated and required by customers. These chatbots are always there to answer the queries of customers, and that too, in their preferred language. This improves CSAT (Customer Satisfaction Ratings) and NPS (Net Promoter Score).
• WhatsApp chatbots can be easily integrated into your applications. This can deliver an exceptional experience to customers and agents leveraging existing software.

To make use of WhatsApp chatbots, you need the following elements:

• A fully-functional website
• A Business Phone Number
• A Facebook Business Manager
• A WhatsApp Business Account
• A Business Solution Provider like Airtel IQ

Unleash the Power of WhatsApp Chatbots with Airtel IQ

Since WhatsApp is the most widely used messaging platform, it can be exceptionally beneficial to leverage it for marketing your brand. It can enhance customer experience by providing top-level personalization. Also, the 24*7 availability of WhatsApp chatbots makes it easy for customers to make a query while staying in their comfort zone.  

With Airtel IQ Hyperlocal Marketing, brands can unleash the power of WhatsApp chatbots to experience exceptional growth.

Airtel Business

Airtel Business is India’s leading and most trusted provider of ICT services with a global network across the USA, Europe, Africa, Middle East, Asia-Pacific, India and SAARC regions. We serve over 1200 global enterprises, 2000 large and 1 million medium/small businesses across India.