Chatbots are becoming increasingly significant in the age of digitalization because they offer a range of benefits that align with the demands of modern consumers.
With the emergence of WhatsApp Business as one of the most popular messaging platforms for businesses, chatbots have played a significant role in enhancing its efficiency.
Chatbots have proven to be an effective tool for automating tasks, such as answering frequently asked questions and handling customer inquiries, thereby reducing the workload of customer support teams.
With customers expecting businesses to be available 24/7 and provide prompt solutions to their queries, it becomes important to know what is a WhatsApp chatbot and how to create one. With the help of chatbots, businesses can not only provide quick and efficient customer support but also enhance their overall customer experience.
In this blog, we will explore the concept of WhatsApp chatbots, and their benefits, and provide a step-by-step guide on how to create one.
What is a WhatsApp chatbot?
A WhatsApp chatbot is a software program that uses artificial intelligence and natural language processing to understand and respond to multiple users' inquiries automatically 24/7. According to reports, the use of WhatsApp chatbots is expected to result in businesses saving 2.5 billion hours by 2023.
This is what a WhatsApp chatbot appears like.
Access to the WhatsApp API is required to integrate chatbots with WhatsApp Business. Businesses need to apply for API access and comply with WhatsApp's policies and guidelines. Businesses must select a chatbot development platform that can integrate with the WhatsApp API and provide features such as natural language processing and machine learning.
To interact with WhatsApp chatbots, users simply need to send a message to the bot's phone number or WhatsApp account. The bot will then respond to the user's message with pre-defined messages or by generating responses based on machine learning algorithms that analyze the user's message and intent.
Why use WhatsApp Chatbots?
WhatsApp has a user base of over 2 billion people with an exceptional global reach, as it is used in 180+ countries out of 195. This extensive user base presents an enormous opportunity for businesses to execute WhatsApp marketing and reach and engage with a vast audience through a chatbot.
Here are more benefits that explain why businesses should use WhatsApp chatbots as part of their customer service strategy.
- WhatsApp Chatbots offer a convenient and accessible way for customers to reach out
By providing a chatbot on WhatsApp, businesses can offer their customers a convenient and accessible way to get the information they need, without having to download and learn to use a new app.
Through a WhatsApp chatbot, customers can simply send a message to the business's WhatsApp number and receive automated responses from the chatbot. This can include information about products or services, answers to frequently asked questions, assistance with troubleshooting or technical support, and more.
Through WhatsApp chatbots, businesses can also ensure that they are available to their customers at all times, even outside of traditional business hours. This can help to improve customer satisfaction and loyalty by providing a responsive and accessible customer service experience.
- WhatsApp chatbots operate 24/7 to provide customers with assistance at any time of the day
Unlike human customer service representatives, who may be limited by regular business hours or work schedules, chatbots can be available to respond to customer inquiries and requests at all times.
This is particularly important in a globalized world, where customers may be located in different time zones or have different work schedules than the business. By providing a chatbot on WhatsApp, businesses can ensure that customers can always get the help they need, regardless of when they need it.
Customers do not have to wait for long periods to receive a response to their queries, and businesses can maintain a high level of responsiveness to their customers around the clock.
- Whatsapp Chatbots can handle a high volume of requests and inquiries simultaneously
Chatbots can handle multiple customer interactions at the same time, using natural language processing (NLP) and artificial intelligence (AI) to understand and respond to customer inquiries in real time. This allows chatbots to provide fast and efficient service to a large number of customers at once, without causing delays or bottlenecks in the customer service process.
In addition to handling a high volume of inquiries, chatbots can also improve the overall quality and consistency of customer service. Unlike human agents, chatbots do not get tired or make mistakes, ensuring that each customer interaction is handled in a professional and consistent manner.
- WhatsApp chatbots personalize interactions and offer personalized recommendations and solutions to customers.
Advanced WhatsApp chatbots can use data and machine learning algorithms to personalize interactions and offer personalized recommendations and solutions to customers.
This is achieved by analyzing customer data such as previous purchases, browsing history, and demographic information to understand their individual preferences and needs.
Machine learning algorithms are used to analyze and learn from customer data, improving the accuracy and relevance of personalized recommendations over time.
By providing a customized experience for each customer, businesses can demonstrate that they understand and value their customers' individual needs and preferences. This can lead to increased sales and revenue, as well as positive word-of-mouth recommendations and reviews.
- Implementing a WhatsApp chatbot is a cost-effective solution for businesses looking to improve their customer service capabilities.
Since WhatsApp is a messaging app that people are already using, there is no need to invest in an additional platform or application. Developing a WhatsApp chatbot is relatively inexpensive compared to creating a mobile app or website.
WhatsApp chatbots can operate 24/7, allowing businesses to provide round-the-clock support without incurring the expense of hiring additional staff or outsourcing to third-party support providers.
With WhatsApp chatbots, businesses can save money on staffing costs while still providing a high level of customer service.
How do WhatsApp chatbots work?
The prerequisite requirements for getting access to WhatsApp chatbots are:
- WhatsApp Business account: WhatsApp Business is a separate app designed for small businesses to communicate with customers through the WhatsApp platform. It offers tools such as automated messages, quick replies, and messaging statistics to help companies to manage customer interactions more efficiently and effectively.
- WhatsApp Business API: WhatsApp Business API enables businesses to connect their chatbots or other messaging tools with the WhatsApp platform, allowing them to handle high volumes of customer inquiries and automate customer service tasks. It is only accessible to approved WhatsApp Business Solution Providers.
- Compliance with WhatsApp policies: In order to initiate a WhatsApp message to a person, you must first receive opt-in permission confirming that they wish to receive future messages from you on WhatsApp.
WhatsApp Business Platform conversations fall into two categories that are priced differently:
- User-initiated: A conversation that initiates in response to a user message. Whenever a business replies to a user within the 24-hour customer service window, that message will be associated with a user-initiated conversation. Businesses can send free-form messages within this 24-hour customer service window.
- Business-initiated: A conversation that initiates from a business sending a user a message outside the 24-hour customer service window. Messages that initiate a business-initiated conversation will require a message template.
If you want to send a message to a user outside the 24-hour window, you need to use a WhatsApp Message Template.
WhatsApp chatbots are designed to interact with customers using a conversational flow. This flow is created by utilizing three main elements: trigger, action, and condition.
The trigger element tells the chatbot when to initiate a conversation with a customer, while the action element instructs the chatbot on what to do, such as sending a message. The condition element involves performing checks based on "if this, then that" logic to determine the appropriate response.
WhatsApp chatbots work by using artificial intelligence (AI) and natural language processing (NLP) technology to simulate human-like conversations with users. When a user sends a message to a WhatsApp chatbot, the chatbot receives the message and analyzes it using NLP algorithms to understand the user's intent.
Based on the user's intent, the chatbot will then provide a response or ask follow-up questions to gather more information. This conversation can be automated and pre-programmed or guided by human intervention, depending on the complexity of the request.
To enable this communication, businesses must use a chatbot platform that integrates with WhatsApp's Business API. Once the chatbot is connected to the WhatsApp Business API, businesses can set up automated messages, create conversation flows, and manage interactions with users.
The chatbot can be programmed to handle various tasks, such as answering frequently asked questions, providing product recommendations, booking appointments, and processing payments. Advanced chatbots leverage data to personalize interactions and offer personalized solutions to customers.
WhatsApp Chatbot Example
Lavie World is a leading online retailer of handbags, bags, wallets, and other women's accessories.
Lavie utilizes WhatsApp chatbots to display their featured products, distribute tracking information, and offer additional support.
2. TATA Mutual Funds
TATA mutual funds offer a range of investment solutions for financial planning and wealth creation and manage funds across the entire risk-return spectrum.
TATA Mutual Funds overcame customer support challenges with a WhatsApp chatbot, resolving over 90% of inquiries promptly.
3. JIO Mart
JioMart, an online shopping platform developed by Reliance Industries, aimed to provide millions of Indian citizens with a simple and convenient way of online shopping.
JioMart's average daily sales of 1500 are attributed to the efficiency of their WhatsApp chatbot. The bot has a high success rate in converting customers, with almost 70% of those who use it for purchases becoming repeat buyers. However, the retention rate of the initiative stands at 15%.
4. Eureka Forbes
A major player in India's e-commerce and retail industry for health and hygiene products is Eureka Forbes. The company has gained a reputation for its effective water purification products.
The Eureka Forbes chatbot has proven to be a success, having handled over 1.5 million conversations. Additionally, over 1 million people have engaged with Eureka Forbes via WhatsApp.
By leveraging the power of the chatbot, Eureka Forbes was able to increase its workforce productivity through query automation, resulting in over 200 thousand hours saved for its employees.
Borosil function under two listed companies - Borosil Ltd, which consists of the consumer products and life sciences division, and Borosil Renewables Ltd., which manufactures and sells solar glass.
The Borosil WhatsApp chatbot enables you to monitor your service requests such as order tracking, shipping updates, payment information, and more. Additionally, you can seek the bot's support while shopping with the brand.
Blissclub is an activewear brand creating super functional products in different categories like bottom wear, top wear, sports bras, and accessories.
Blissclub chatbot offers prompt responses to queries related to orders, product features, payments, and additional assistance. It provides quick and efficient support to customers seeking help with their purchases.
By running a conversational campaign for its new product line through a WhatsApp chatbot, Unilever saw a significant increase in sales, experiencing 14 times higher revenue.
The chatbot was designed to create product awareness and generate interest, with the goal of being disruptive and impactful.
To promote the chatbot, the team displayed 1,000 posters around Sao Paulo that contained intriguing teaser messages and a WhatsApp number.
Flamingo is a Colombian retail company with multiple stores across the country, offering a diverse range of products such as clothing, footwear, cosmetics, personal care items, jewelry, mobile phones, hardware, and furniture.
After incorporating a self-service chatbot on WhatsApp, Flamingo witnessed a remarkable 11% increase in their conversion rate and a 21% rise in their NPS score. The chatbot was developed to enhance the company's customer service operations and ease the burden on their contact center agents, who were inundated with calls during the pandemic.
Based in Madrid, HeyPatch is an English learning app that provides accessible support for professionals seeking to improve their language skills.
The company leverages WhatsApp chatbots to offer micro-classes to its users in an engaging and interactive manner. In addition to this innovative learning feature, HeyPatch also utilizes a WhatsApp bot for onboarding new employees.
Cepsa is a leading international company committed to sustainable mobility and energy with strong technical expertise.
Cepsa's WhatsApp Chatbot serves as an internal guide for employees, aiding them in navigating the digital transformation process. Employees engage with the chatbot through WhatsApp, which provides them with essential information, including work style, current status, team details, upcoming events, work details, and presentation schedules.
The chatbot acts as a one-stop solution for employees to access all the basic information they need.
How to create a WhatsApp chatbot using BiteSpeed?
This is a Bitespeed chatbot guide.
BiteSpeed has various types of nodes in the chatbot builder which you can find in the rightmost section of the screen.
To activate the BiteSpeed chatbot, one needs to create the flows with which the chatbot will operate.
There are several flows that can be created, now here is the guide to set up some for the BiteSpeed chatbot:
- To initiate the flow for the chatbot with the “Keyword Action” node. This node basically helps to trigger the chatbot as soon as the keyword is detected.
For example, if you decide to keep the keyword as “Hi”. So, as soon as someone sends “Hi” on the chat, the chatbot will be triggered
You can click on the node and then add the keyword from the right side.
- Next, is the “Text Node”.
This will help you send a “Welcome Message”.
You can drag and drop the node and then click on it to place the welcome message
- The next is a “List Node”.
Here you can have all the options that you want the chatbot to handle.
- The next is the “Catalog Node”.
You can use this node to add different products catalog which the customers can check out from WhatsApp chat itself.
- The Chat with Agent Node allows customers to have a chat with the expert.
So, when a customer selects the “Chat with an Agent” option from the list, you can have this card next in the flow so that the chat is assigned to the agent who can take the request forward.
- The “Order Tracking Node” allows the user to track the status of his/her order.
Now you can have all these connected to each other to get the exact Exact flow by joining the dots at the end of each node.
- You add different products in the catalog.
You just need to click on the catalog node to add the different products to the list.
Now let's understand the advanced settings.
For advanced settings, you need to navigate to the “Settings and Automation” section.
Here you have three different kinds of messages.
First is the welcome message. As the name suggests it will be sent out when someone texts anything on the chat, no matter what the message is.
To set this up you can choose a particular flow and a particular text node from that flow
Next is the “Fall back Message”.
This message is sent out when the ‘Welcome Message” and ‘Out of Office Messages’ are in a cool-down period. The steps to set this up are the same as for the previous one.
The last one is ‘Out of Office Message’. This message is sent out when someone sends a message during non-working hours on weekdays or on weekends.
After making all these changes you can click on the ‘Save Changes' button to save the entire flow and the automation.
Now you have to set the working hours of the brand’s support team.
You can select the working days and time slots. At any time outside these working days and slots, The ‘Out of Office’ messages would be sent automatically.
WhatsApp chatbots are an innovative way for businesses to enhance customer engagement and automate support processes. With the proper tools and resources, creating a WhatsApp chatbot can be a simple and straightforward process.
By following the steps outlined in this article, businesses can create a chatbot that improves customer satisfaction and drives growth. As technology continues to evolve, chatbots will likely become an even more prevalent feature of customer service and support.
With BiteSpeed, you can easily create WhatsApp chatbots in just a few minutes, reducing your average response time by up to 70%. Automate common customer inquiries such as "Where is my order?" and gather valuable customer information, such as birthdays and preferences, to improve future marketing campaigns.
BiteSpeed's chatbots enable businesses to streamline their customer support and increase efficiency while providing a seamless and personalized experience for customers.