WhatsApp introduced the WhatsApp Business App in 2018 to aid businesses – both small and large – to connect with customers in a personalised, 1×1 manner. Currently, WhatsApp is the world’s most popular app, with over 2 billion monthly active users, and delivering over 100 billion messages a day
Given that everyone from millennials to boomers in virtually every country are comfortable with the app, most WhatsApp Business users are aware that the app helps them connect with their customers, no matter how old they are, or where they’re located. This article discusses all about chatbots for WhatsApp and how you can use a bot to handhold your customer service interactions.
The launch of the WhatsApp Business API was a major turning point in the way the businesses interacted with their consumers. It opened up various avenues through which customers and businesses could converse, and enabled businesses to respond to their customers’ queries in real time. With this API, several businesses have seen a significant uptick in their sales and revenues.
One of the many different ways businesses can interact with prospective customers is via a WhatsApp chatbot.
A WhatsApp chatbot is an automated conversational software. It enables customers to get answers to common essential questions about a business through WhatsApp, by chatting with a virtual assistant. All they need to do is pose their question to the chatbot, as they would to any other real person via WhatsApp’s chat interface. The answers given by the WhatsApp chatbot are typically automated, and usually instantaneous. There are various types and levels of WhatsApp chatbots, and the extent to which they can answer customers’ questions varies with the level to which they have been “trained”.
A key evolution of the brand messaging strategy is that a consumer should be able to communicate with the brand as they do with their friends. Messaging is the key to that. Messaging apps like WhatsApp are the most widely used smartphone apps. It has over 2 billion monthly users worldwide and approx. 459 million active users in India.
Given the rise in Whatsapp for Business accounts around the world, the platform is enabling the creation of conversational experiences delivered via Whatsapp Chatbots. Whatsapp Chatbots allow conversations between brands and consumers through a familiar experience and allow the creation of meaningful experiences. As compared to chatbots on websites, WhatsApp chatbots can aid you in reaching consumers with significantly more flexibility and frequency. This is primarily due to the way most users operate on WhatsApp – they are perpetually active and available to reply most of the time.