How WhatsApp Chatbots Can Improve Customer Experience

WhatsApp Chatbots

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A WhatsApp chatbot is a quick and easy way to communicate with consumers about product availability, address urgent customer problems, send order confirmations and delivery updates, and answer booking and billing-related questions. 

According to IBM, companies spend over $1.3 trillion on almost 265 billion customer support calls annually. WhatsApp chatbots can help your company save up to 30% on customer support expenses by: 

  • Improving response times
  • Responding to around 80% of routine queries
  • Freeing up represetative for more business-critical tasks

Here are a few other stats that prove how WhatsApp chatbots can help improve customer experience:

  • 86% of customers prefer using a chatbot over filling out web forms.
  • 69% of the consumers prefer chatbots for getting instantaneous responses, and they’re most likely to use chatbots for service-related inquiries.
  • It takes an average of 40 seconds to solve a problem using the chatbot.

Benefits of WhatsApp Chatbots for Businesses

Let’s take a look at some of the benefits of WhatsApp chatbots for businesses.

1. On-Demand FAQ Answering

Dealing with FAQs is important to provide correct information to people when they visit your website or social platforms. By automating on-demand FAQ answering, WhatsApp chatbots provide answers to prospects and consumers in one place, saving you and your visitors precious time while guaranteeing an exceptional customer experience.

2. Live Chat

With WhatsApp chatbots, you can engage your customers the same way they would chat with their close ones. Moreover, you can integrate a live agent transfer for all the inquiries the chatbot is not programmed for.

3. Personalized Conversation via Analytics

By leveraging conversational artificial intelligence (AI) and Natural Language Processing (NLP), WhatsApp chatbots understand human conversation with the help of structured data it recurrently receives while conversing with humans. These chatbots analyze data such as geolocation, previous history, and the device used to help personalize the conversation. 

4. 24/7 Customer Engagement

Unlike human reps, your WhatsApp chatbot doesn’t sleep or need breaks. It can keep your customers engaged 24/7 – even outside of business hours. By automating conversations with WhatsApp API, you can ensure that all questions are answered.

5. Interactive Message Templates

WhatsApp’s interactive message templates are designed by keeping the user’s journey in mind. With these templates, you can raise awareness, nurture leads and sales, and improve customer service. Companies can use these templates to send out push messages (notifications) or for customer support.

Key Takeaway

WhatsApp chatbots enable companies to keep users engaged and reduce their sales cycle. With Intellicon Whatsapp Business Solution, you can leverage a self-service chatbot to reach over 2 billion users worldwide. Get in touch to learn more about how we can help. 

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