24/7 Availability, Instant Answers: Transform Customer Support through WhatsApp Chatbot

Providing excellent customer support is paramount for businesses looking to thrive in competitive markets. But, traditional customer support methods, such as phone calls and email, have their limitations. Customers often face long wait times, delayed responses, and impersonal interactions.

Recognizing the need for more efficient and personalized support, businesses have turned to chatbots. As a result, chatbots have become very popular, and 88% of customers have had at least one conversation with a chatbot.

Key Takeaways:

» Chatbots are AI-powered software applications designed to interact with users conversationally.

» Though chatbots can be integrated with various platforms, WhatsApp is a natural choice for businesses, considering its 2 billion monthly user base.

» WhatsApp chatbots are cost-effective solutions that can help deliver 24/7 assistance and instant responses. They can lead to an increase in agent productivity and customer retention.

» Chatbots’ conversion rate in some industries can reach up to 70%. They can be used to improve business functions such as lead generation, sales automation, feedback collection., customer service, and sending notifications.

» Businesses can transform their operations with WhatsApp chatbot by mitigating challenges, carefully following WhatsApp’s guidelines, and working with experienced partners like Exotel.

» This blog explores how WhatsApp chatbots can revolutionize customer support, offering businesses a powerful tool to meet their customers’ evolving expectations.

How Does WhatsApp Chatbot Improve Customer Support?

A WhatsApp chatbot for business can significantly improve customer support in various ways such as:

24/7 Availability

WhatsApp bots for businesses can operate around the clock, ensuring customers can seek assistance or information at any time, even outside of regular operating hours. Due to this timely support, 69% of customers were satisfied with their last interaction with a chatbot.

Efficient Customer Support

Chatbots can quickly offer answers to frequently asked questions and resolve common problems. A survey has found that 74% of customers prefer a chatbot over a human agent for simple questions due to their seamless customer support. 

Engagement and Retention

WhatsApp bots for businesses can engage with customers in personalized conversations. Chatbots can enhance customer engagement and long-term customer retention by offering tailored recommendations, sending product updates, or providing relevant content.

Instant Responses

About 53% of customers consider long wait times the most frustrating part of interacting with businesses. Chatbots can help overcome this problem and instantly deliver responses to customer inquiries, reducing frustration. 

Powerful Analytics

WhatsApp chatbots generate valuable data and analytics on customer interactions. This data can be used to identify trends, customer preferences, and pain points. Businesses can then make data-driven decisions to improve their products, services, and support processes.

Cost-effectiveness

Implementing a chatbot can be cost-effective in the long run. While there are initial development and setup costs, these bots can solve a large number of queries without the need for additional staff. This can result in cost savings compared to hiring and training more customer support agents.

Agent Productivity

Chatbots can handle routine and repetitive tasks, allowing customer support agents to focus on more high-value interactions. This enhances agent productivity as they can work on solving more challenging issues and providing personalized support, ultimately improving the overall quality of customer service.

What are the Use Cases of WhatsApp Chatbot?

WhatsApp chatbots can be deployed across various use cases to streamline business operations and enhance customer interactions. Here are some of the popular use cases:

⇒ Lead Generation and Qualification

WhatsApp chatbots can engage with potential customers to collect information and qualify leads. They can initiate conversations, ask relevant questions, and provide information about products or services. Once a lead is sufficiently qualified, the chatbot can pass it on to a sales representative for further follow-up.

⇒ Sales Automation

Chatbots can help sales by making product recommendations, answering product-related queries, and even facilitating purchases directly within the WhatsApp chat interface. 

⇒ Automated Feedback

After a customer interaction, chatbots can automatically solicit feedback from customers. They can ask about the quality of service, product satisfaction, or overall experience. This feedback can be used to identify the scope of improvement and enhance customer satisfaction.

⇒ Alerts and Notifications

Businesses can use chatbots to send automated alerts and notifications to customers. These notifications include order confirmations, shipping updates, appointment reminders, or important announcements. Keeping customers informed in real time enhances their experience and reduces uncertainty.

⇒ Customer Service

WhatsApp chatbots excel in providing efficient customer service. They can answer frequently asked questions, troubleshoot common issues, and provide step-by-step guidance. Chatbots can escalate the conversation to a human agent for more complex issues while providing relevant context.

What are the Challenges, and How Can They be Mitigated?

WhatsApp chatbots can bring many benefits, but they also come with certain challenges that must be addressed. Listed below are some of the challenges and how they can be mitigated:

→ Complex Queries

WhatsApp chatbots may need help to handle highly complex and nuanced queries that require deep understanding and context. They might provide incorrect or inadequate responses to such queries.

Mitigation:

• Human Escalation: Implement a mechanism for seamless escalation to a human agent when the chatbot cannot handle a complex query. Ensure the transition is smooth and the human agent can access the chat history to provide better assistance.
• Training and Knowledge Base: Improve the chatbot’s knowledge base and natural language understanding capabilities. Regularly update the chatbot with new information and use machine learning to enhance its ability to handle complex queries over time.

→ Human Touch

While chatbots are efficient, they may lack the human touch and empathy that some customer interactions require, particularly in sensitive situations or when dealing with emotional customers.

Mitigation:

• Human-Alike Interactions: Design the chatbot’s responses as human-like as possible by using friendly language, polite phrases, and emojis where appropriate. However, make it clear when customers interact with a bot and when talking to a human agent.
• Seamless Handover: Ensure a smooth transition from the chatbot to a human agent when the situation demands it. Train human agents to handle emotionally charged or sensitive conversations with empathy and care.
  

→ WhatsApp’s Limitations

WhatsApp has certain limitations in terms of automation and integration, which can restrict the capabilities of chatbots.

Mitigation:

• Understand WhatsApp’s API: Familiarize yourself with WhatsApp’s API and its capabilities. Stay updated on any changes or improvements to the platform that may offer new opportunities for automation.
• Multichannel Approach: Consider integrating other channels like email, SMS, or web chat alongside WhatsApp to provide more comprehensive support. This allows you to leverage the strengths of different platforms for various types of interactions.

How to Get Started with WhatsApp Chatbot?

Getting started with a WhatsApp chatbot involves several steps to ensure that your business can leverage this platform effectively. Here’s an explanation of each of these steps:

(i) Check the Eligibility Criteria

Before using WhatsApp for business purposes, you should check WhatsApp’s eligibility criteria for businesses. For instance, as per WhatsApp’s commercial policy, the sale of certain products, such as contact lenses, cryptocurrency, alcoholic beverages, etc., is prohibited. You can find the full list here. Moreover, you can’t use the WhatsApp chatbot for sending promotional notifications. Thus, stick to sales, customer service, and non-promotional functions.

(ii) Create a Business Profile

Once you’ve confirmed your eligibility, you must create a business profile on WhatsApp. This involves downloading the WhatsApp Business App and registering your business using a phone number. Setting up a WhatsApp Business Account allows you to provide important business information to customers, such as your business name, category, contact details, and profile picture. A complete and professional business profile helps establish trust with your customers.

(iii) Request for WhatsApp API Access

You will need access to the WhatsApp Business API to integrate a chatbot with WhatsApp. This API allows for automation and integration with chatbots and other customer support platforms. You have two options for applying: through a WhatsApp Business Solution Provider (BSP) or directly via the Meta Developer platform. Collaborating with BSPs such as Exotel can improve the chances of your request getting approved. Moreover, Exotel’s Whatsapp API solution offers reliable connectivity, enhanced scalability, tailored solutions, data-driven insights, and an easy integration process. 

(iv) Integrate your Chatbot with Customer Support Platforms

After gaining access to the WhatsApp Business API, you must integrate your chatbot with customer support platforms. This integration allows you to automate repetitive customer support tasks and free up your agents to focus on more specialized functions. Moreover, it leads to easy accessibility by allowing customers to interact with you quickly. You can also personalize WhatsApp interactions by retrieving the data from your customer support platforms, leading to enhanced customer satisfaction.

How Can Exotel Transform Your Business with WhatsApp Chatbot?

Exotel offers a comprehensive solution for businesses to enhance their customer engagement and overall business performance through WhatsApp chatbots and related tools. You can deliver a superior customer experience across various aspects of your business in the following ways:

1. Create Personalized Chatbot Flows: With Exotel’s low-code chatbot builder, you can design chatbots tailored to your specific needs and customer interactions without the need for advanced coding skills. 

2. Craft Empathetic Conversations: Exotel’s platform is powered by Natural Language Processing (NLP) capabilities to help you craft conversations that resonate with customers on a personal level. This focus on empathy can result in a substantial 40% increase in customer satisfaction scores.

3. Deliver a Unified Experience: Your marketing, sales, and support teams can use the WhatsApp platform to connect with customers from a single platform. Exotel’s comprehensive WhatsApp platform includes various components, such as WhatsApp API, Contact center, live chat, campaigns, chatbots, and commerce support.

4. Explore Versatile Use Cases: Whether your business goals involve launching personalized marketing campaigns, providing round-the-clock customer support, analyzing customer behavior to make data-driven decisions, or boosting sales, Exotel’s platform is equipped to assist you. 

Exotel’s comprehensive suite of tools and services is designed to help businesses offer an exceptional customer experience. By streamlining communication, personalizing interactions, and providing valuable insights, Exotel contributes to an overall improved customer journey and satisfaction.