How businesses are successfully using WhatsApp Chatbots? | by WotNot | Mar, 2021
One particular day in August 2018, Facebook announced that it would introduce WhatsApp Business API. And that was the last time that WhatsApp was just…WhatsApp- the go-to messaging tool to connect with friends and family. With the introduction of WhatsApp Business API, WhatsApp became more than that. It became a powerful marketing tool to reach customers. And when you have a ready platform, why not leverage it to its best use possible?
It’s no news that WhatsApp is massively popular with 1.5 billion active users globally. This means that WhatsApp messaging is an opportunity to revolutionize global communications. You may argue that you already have existing communication channels through which you connect with your customers. Probably your company website or Facebook Messenger. But let’s look at the numbers here. According to statistics, WhatsApp has 300 million more users than Facebook Messenger.
Except for 25 countries, WhatsApp is a messaging app leader globally. So if you have a large customer base in countries like India, Brazil, or Indonesia, you cannot ignore this messaging tool. WhatsApp definitely has the upper hand when you talk about instant messaging because your millennial prospects are already probably using it, and targeting them is easy and fast. All you need to do is seize your opportunity by having an engaging conversation with them using automated conversational tools like the WhatsApp bot.
Conversational AI in WhatsApp
Instant messaging in business is all the rage since 69% of consumers prefer texting to communicate with companies. Automated chatbot tools are proliferating in the market because of their ability to provide quick responses. You take this tool and blend it with the most used messaging app globally; you get WhatsApp chatbots. Check out some of fascinating statistics (Source: Freshworks) for WhatsApp Chatbots:
- 80% of the businesses using WhatsApp chatbots have the opinion that they help their businesses grow.
- More than 50 million businesses are already using WhatsApp Chatbots to connect with their customers.
- WhatsApp became the key channel in 2020 for scaling digital presence during the pandemic.
So next time, if you’re planning a webinar or making an announcement, you know how you can communicate with a massive number of people at once. Similarly, check out all the marketing goals that you can achieve with WhatsApp.
Advertising & Marketing
Let’s consider an example: A Marketing agency is campaigning for an exhibition for a client. You get an email invite and a WhatsApp message. What do you think you’ll check and open first? Emails just have an open rate of 15–20%, whereas WhatsApp messages see an open rate of 98%! The possibility of getting a response from WhatsApp is highest as compared to any other medium.
The key feature to note here is the automation. Yes, you can send WhatsApp messages yourself to your prospects, but can you send them to thousands of prospects at the same time and generate numerous leads? This is where WhatsApp bots play a crucial role. eCommerce companies are sending offers & discounts, and healthcare chatbots provide symptom analysis, all without the need for human involvement. WhatsApp Business account also gives your brand a verification with a green tick.
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I cannot speak about chatbots and not mention customer support. Through WhatsApp, chatbots take customer support a notch higher because they address customer issues on customers’ preferred medium of communication. Your chatbot on your website is available 24–7 too, but with the WhatsApp bot, your customer doesn’t even have to take the effort of going to your website.
For small and medium enterprises, WhatsApp bots can help with a lot of cost-cutting in hiring a customer service workforce and answering repetitive queries. With prompt replies and round-the-clock support, a WhatsApp bot can help you provide a wholesome customer experience.
Keeping in mind the changing preferences and habits of customers, companies are now involving WhatsApp as a part of their booking processes. Hospitals are booking doctor appointments on WhatsApp, real estate chatbots are scheduling site visits, and online booking channels are booking for movie tickets, sports events, and plays, etc.
Pick any big eCommerce company today. Just the sheer numbers of orders they deal on an everyday basis are enormous. They are using the WhatsApp bot for order tracking for both supply chain purposes and offering this service to their customers when they place orders. In countries where WhatsApp is the ultimate tool for messaging, it becomes easier to keep in touch with the logistics team and customers alike.
Praneeth is a leading real estate developer in Hyderabad, India. The company was incorporated in 2007 and since then has developed multiple residential projects in and around Hyderabad. Based in India, the group has leveraged WhatsApp to the fullest since, with almost 459 million active users in December 2020, India has one of the highest numbers of WhatsApp users globally. In India, 15 million companies are currently using WhatsApp business.
In the real estate industry, bots are a proven medium to get more leads. Praneeth Group has substantial traffic on their website, and they needed a tool to generate leads from their website visitors. They integrated a WhatsApp chat on their website to initiate a conversation. They knew their target market was on this instant messaging platform, and connecting with them through WhatsApp would give some results. Their objective for using the WhatsApp bot was straightforward: they wanted to assist customers in providing information in an interactive way about their upcoming and current projects and eventually generate leads and schedule site visits. To do so, they approached WotNot to integrate a WhatsApp bot.
After purchasing the WhatsApp Business API, they built a lead generation WhatsApp bot on WotNot’s no code chatbot builder. Their team designed a conversational flow where they start by giving a company introduction and asks the prospects what kind of home they’re looking for.
They added property images, area information, location, flat sizes, and other details in the bot. They also used emoticons to make the conversation more humane. They finally incorporated the bot on their website and provided a number on their site through which the customer can directly reach out to them on the phone.
With the use of the WhatsApp bot, they had more than 450 conversations monthly, and out of these, 24 users scheduled a site visit to the property. Most of the conversations were happening over the course of the weekend. Since the conversations were automated, even during weekends, the bot could generate leads and schedule site visits without any sales team involvement.
The conversations also helped the group understand which properties were popular. They identified that 73% of their users looked to view the apartment property based on their conversations.
Praneeth group could also identify the number of new users and returning users on the bot using the analytics dashboard on WotNot. They could streamline their conversations and segment the users based on their conversational outcomes. Overall this strategy was successful because they knew that their customers were looking for information on WhatsApp. They gave it to them without the need for a live chat or overloading employees with additional responsibilities.
You can do it too!
Now that you know the benefits, why not try it out? You don’t have to be a technical expert to replicate such a success. All you need is guidance on building the bot, knowing what questions to ask, and developing the script. WotNot can assist you with every step.
Building a WhatsApp bot is relatively easy because of WotNot’s no-code chatbot building platform. Additionally, you can also access templates for different use case scenarios to develop the scripts.
To understand in detail, check out our article on “The Ultimate Guide to Building a no-code WhatsApp bot in 2021”.
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