The word chatbot has become a common jargon these days. Many websites and apps have inbuilt chatbots that can perform a variety of tasks. However, there are also a large number of chatbot interfaces that can only answer pre-programmed questions. A question that is outside of the database is not recognized and returns an error. Intelligent chatbots should ideally have the ability to have meaningful interactions with customers and function way beyond just simple FAQs or tickets. WhatsApp, one of the most popular messaging platforms in the world is now open for business use and intelligent chatbots can be integrated into it. The main advantage of WhatsApp over websites and apps is its natural, message-driven interface. It is so easy to use, and so popular that many global brands have slowly started taking advantage of it to amplify their customer engagement efforts. The customers don’t need to install apps or browse websites, instead all they need to reach out to a brand is to open WhatsApp which instantly opens up a communication channel.
What makes WhatsApp bots so special?
WhatsApp bots can perform a variety of functions and actually work as independent solutions solving more complex problems. With AI-powered platforms and natural language processing (NLP), the conversations are much more real and give customers a more ‘personal’ feeling that is less robotic. Here are some of the situations where a WhatsApp bot can work wonders:
1. Marketing & Sales Outreach
In the contactless environment that we find ourselves in currently, social distancing has become a basic necessity. Store walk-ins have reduced dramatically and so has interacting with customers in person. Most customers now prefer to interact with digital solutions like apps, but the engagement levels are hardly any better that run-of-the-mill digital solutions. Bombarding existing and potential customers with emails and SMS has been proven time and again to have little positive effect. In such a scenario, WhatsApp bots can be used to drive increased engagement and responses. Sales Outreach can be made simple wherein a single WhatsApp bot can communicate with multiple customers and perform functions such as showcasing products and services, requesting meetings, answering FAQs, making bookings and more. Through WhatsApp, more customers can be reached and redundant questions can be answered by the bot, freeing up more time for the sales executives and reducing overall outreach effort.
2. Customer Support
The current global scenario has also proven to be a challenge for customer support teams who are often overloaded with requests. With more requests piling up, the time spent to service each customer drastically reduces and this has a detrimental effect on quality of support. With many teams now working remotely, the traditional channels like email and calls are simply not efficient enough to handle a large volume of service requests. This problem can be solved using WhatsApp, where just one AI-powered bot can automate engagement with hundreds of customers if required. Repetitive customers queries, warranties, upgrades, service requests, product instructions, feedback and much more can be handled by WhatsApp bots. Customers are happier when they get instant responses to their queries and this has a positive cascading effect on social ratings and reviews. It is a simple solution to one of the biggest business problems of our time, and is a win-win situation for both brands as well as customers.
3. People Management
With much of the world suddenly going into lockdown at the start of 2020, and social distancing becoming a necessity, many organizations had to embrace the WFH (work from home) model overnight. It is a new work environment that a lot of employees have had to come to terms with and many have struggled to embrace it. This environment becomes especially challenging for HR managers who now need to manage employees remotely and effectively address their requests. WhatsApp bots can be of much use here too, by becoming the first layer of engagement with employees. It can reduce the workload on HR teams and help them focus on core tasks. The most repeated employee requests can be taken up by the bot and more complex issues can be escalated to the HR manager. In addition to this, WhatsApp bots can also be instrumental in hiring new talent by automating candidate screening, fixing interviews and providing application updates.
4. Banking & Financial Services
The convenience and functionality of WhatsApp has prompted many of the world’s top banks to start ‘WhatsApp Banking’ services. Banking functions like checking balances, requesting statements, transferring money and accessing instant information about financial products can be done through a WhatsApp bot. This reduces load on support systems and is especially helpful for customers looking for quick responses without having to go to an app or a website. Additional services like KYC and requesting customer support can also be integrated within the bot. These functionalities can also be beneficial for smaller companies providing banking and financial services and can help them keep support costs low and customer satisfaction levels high. WhatsApp Banking has caught on quickly and is especially preferred by millennial customers and those who are not well versed with apps or websites.
While these are some of the major functionalities of WhatsApp bots, there are several other use cases where they can be deployed to solve different business problems. Accessing services or making requests through a conversational interface gives an added layer of convenience for the customer and great channel for brands to communicate with them. Bots further simplify the process by automating large sections of this communication channel and integrating multiple features within WhatsApp.
For more information on WhatsApp bots and how you can set up yours, please visit http://www.bot-academy.in
To request a free demo of Nhance Now’s WhatsApp Bots, please click here.