Every day it has become more natural to communicate with the customer through digital platforms, including the first service they seek and therefore the most requested in companies.
That is why we need a tool, such as chatbots, capable of serving customers in a massive, dynamic, and personalized way; This will give them enough confidence to consume the services and products offered. In addition, this system can be integrated with multiple platforms, such as WhatsApp, and transform your business optimally thanks to its excellent customer service.
Understanding WhatsApp Chatbots and Their Role in Customer Service
Maybe at this point you have a lot of questions about the role of this tool in customer service, but don’t worry, we know this excellent help for your company and all these capabilities, and we’ll tell you all about it:
What is a WhatsApp Chatbot?
Chatbot is an artificial intelligence capable of interacting with clients every day and every minute, but is more than only chatting with them, is a functional tool to make all the management correctly, analyze all data, and make suggestions for success. Now, if you connect this with an excellent platform like WhatsApp, you could give all your consumers the right confidence to operate in your company.
The Growing Demand for Chatbots in Customer Service
In the past, it was functional to serve clients manually, but then technology came into our lives, social media grew, and websites became more important, so the past customer services were insufficient. For that reason chatbots were created, to engage with customers, improve response times, and handle high volumes of inquiries, all in a single platform.
Key Benefits of Using Chatbots for Customers on WhatsApp
On the one hand, WhatsApp was created to increase communication between people from anywhere in the world; on the other hand, chatbots are created to optimize that same interaction massively between customers and employees. Now, this would not be the only benefit of its integration, in addition to this you will be able to offer real-time attention, be available 24 hours a day any day a week, attend in a completely personalized way, offer accurate answers, and increase customer satisfaction.
How WhatsApp Chatbots Can Transform Your Customer Service Game
With this tool the benefits are not exhausted, it can transform all the customer service it offers for the better, and here we tell you why it is:
Reducing Customer Response Times
It seems that nowadays no one can wait, people manage quickly and need quick results. This is perfectly understood by chatbots, who reduce response time to just seconds and offer the most effective solutions to all customers.
Enhancing Personalization in Customer Interactions
One of the great benefits it has is the ability to personalize each interaction and offer solutions based on preferences, history, and the conversation that flows with customers. In addition, all this data is recorded so that in the end you can obtain statistics of all your consumers’ preferences.
Automating Common Customer Requests and FAQs
Now, every customer generally has the same query at the beginning, and there are products more in demand than others, in many cases, it can be difficult to meet frequent demands, but to make your life easier and not complicate it, chatbots can program themselves to handle common queries, which could be tracking orders, answering frequently asked questions and much more. All to increase productive time and improve commercial service.
Key Features to Look for in a WhatsApp Chatbot
One can work very well alone, however, when you have help and divide your tasks with an optimal team the results and benefits are doubled. The same happens with WhatsApp chatbots, which when integrated with other systems create unforgettable experiences. Among those are:
Seamless Integration with Your Business Systems
You can choose to integrate chatbots with relationship management software to generate more efficient and unified data analysis or other business systems to ensure a smooth data flow and a unified customer experience.
AI-Powered Capabilities for Smarter Conversations
By integrating it with artificial intelligence you will be able to solve and understand more complex problems or queries immediately, in addition to increasing massive customer service and generating greater visibility in your products.
Multilingual Support for Global Customer Base
Now, the idea is that your company is not limited to a single language or that if sales are only local, the goal is that it can grow so much that it becomes in demand internationally, so you can integrate chatbots to engage customers from diverse language backgrounds by implementing multilingual capabilities.
Setting Up a WhatsApp Chatbot for Your Business
You already know how chatbots work, you know their benefits and you are surely eager to know how to start integrating it, so as a final step we show you how you can start operating with this tool:
Step-by-Step Guide to Implementing a WhatsApp Chatbot
To start implementing WhatsApp Chatbot, you need to select the ideal CRM and take into account the type of service you need. If you currently own a small business and just need to communicate and increase your leads, WhatsApp Lite is ideal for you. Now, if you currently have a company with strong growth, the best option is WhatsApp Business API, which will allow you to send messages in bulk to potential customers that you do not have registered.
Then, You need to follow these steps to start automating your messages:
- Select the right plan on CRM to trade.
- Integrate a phone number that is not connected to a WhatsApp account
- Create a personal Facebook profile
- Have a company Facebook page connected to your personal Facebook profile
After that, create your first message template to serve your customers, and you’re done! Start trading and grow with its excellent results.
How to build a chatbot in Kommo
Best Practices for Creating Engaging Chatbot Conversations
When creating your message templates, don’t forget to provide natural and fluid messages, this will generate greater engagement with your customers who will forget that they are talking with an automated system.
Testing and Optimizing Your WhatsApp Chatbot
For this, you need to choose to use artificial intelligence as a help, in this way, you can create test clients to check the functionality of the chatbot before the full implementation. Thanks to them, you can continuously optimize your interactions based on customer feedback.
