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Handling high volumes of customer inquiries every day can be overwhelming. That’s where WhatsApp chatbots come in. In fact, 82% of businesses using AI-driven tools say they make a real difference. If you’re wondering how to build a WhatsApp chatbot that works for your business, you’re in the right place as that's exactly what we will go through in this blog.
What is a WhatsApp chatbot?
A WhatsApp chatbot is an automated tool designed to handle conversations with customers directly within WhatsApp. Customers can get instant answers to their questions instead of waiting for a person to respond. In addition, Whatsapp chatbots allow your customers to perform some tasks independently. For example:
- Booking appointments
- Tracking orders
- Checking store hours
Chatbots for WhatsApp are powered by artificial intelligence (AI) and can be programmed to understand common customer inquiries and provide relevant answers. They work 24/7, which means your customers always have access to the information they need, even outside of business hours.
For example, many travel companies use chatbots for WhatsApp to help customers check flight statuses or confirm bookings. This not only saves time for the customer but also reduces the workload for your staff.
WhatsApp chatbots are a practical way to streamline communication, improve customer satisfaction, and keep your business running smoothly. Whether you’re a small business or a global brand, they can make customer interactions more efficient and improve customer satisfaction.
Types of WhatsApp chatbots for your business
To pick the most successful type of WhatsApp chatbot for your business, you need to align the type of bot with your business goals. Whether you're looking to provide instant customer service, streamline repetitive tasks, or offer personalised assistance, the right chatbot will have the features you need to improve your customer experience.
WhatsApp chatbots can operate 24/7, providing round-the-clock customer support and easing the workload for your staff. Starting with a simple, targeted chatbot can be a great way to ease into automation, and as you gather data from your bot, you can gradually start using more of its capabilities.
Here are four types of WhatsApp chatbots you need to know about:
1. Rule-based chatbots
Rule-based chatbots are the simplest type and the quickest to set up. These bots provide users with predefined options that they can choose from using interactive buttons or simple text responses like ‘A,’ ‘B,’ etc. While they are not as advanced as other types, rule-based bots are incredibly useful for handling straightforward queries, such as providing basic information or answering frequently asked questions.
For example, a rule-based bot can easily answer questions like "What are your business hours?" or "What’s your return policy?" with quick, accurate responses, saving customers time and freeing up your customer service team to deal with more complex issues.
2. Intent-based chatbots
Intent-based chatbots use advanced technologies like Natural Language Processing (NLP) to understand the user’s intent behind their message. Unlike rule-based bots, these bots are designed to comprehend more complex queries, even when they are phrased differently. They can handle variations in language, making the interaction feel more like a conversation with a human.
For instance, a user could ask, “What’s my account balance?” or “How much is in my account?” and the bot would recognise both as requests for the account balance and respond accordingly. The more data and training the bot receives, the better it becomes at interpreting and responding to user queries.
3. Secured chatbots
While WhatsApp already provides end-to-end encryption, adding an additional layer of security never hurts. Secured chatbots require users to authenticate themselves before accessing certain features, such as account information or making transactions. This additional security keeps users’ personal data protected.
There are several ways that users can validate themselves. These can vary from a simple PIN or password to biometric authentication, such as facial recognition or fingerprint scans. Secured chatbots are a popular choice in industries that deal with financial data or confidential medical information.
4. Trusted personal assistants
With advancements in security and AI, trusted personal assistants on WhatsApp are something that may become popular in the future. These types of chatbots are designed to provide users with personalised support, often in sensitive areas such as healthcare, financial planning, or mental health.
An example of this would be a chatbot created by a health platform to provide cardiovascular care to chronic patients. The chatbot could:
- Collect data such as blood pressure readings and symptom
- Offer real-time support
- Connect patients with healthcare professionals
This type of chatbot helps to build trust with users and allows users to share personal information, knowing they’ll receive accurate and useful guidance.
Which WhatsApp chatbot is best for your business?
Choosing the right WhatsApp chatbot depends on your business needs. Are you looking to:
- Handle customer inquiries efficiently?
- Automate repetitive tasks and save time?
- Provide personalised support at scale?
The ideal chatbot for you will depend on the complexity of your operations.
For small businesses: Rule-based chatbots
If you run a small business with straightforward needs, a rule-based chatbot might be the perfect solution. These chatbots work with pre-set responses to answer common questions, such as:
Business hours
Order tracking
FAQs
They’re easy to set up, cost-effective, and ideal for businesses just starting with automation.
For high-volume businesses: AI-powered chatbots
Larger businesses handling high volumes of customer interactions need a more advanced solution—AI-powered chatbots. These bots can:
- Understand and process natural language
- Manage multiple conversations simultaneously
- Offer personalised recommendations based on customer preferences
For example, a travel agency can use an AI chatbot to help customers book trips based on their past bookings or travel interests.
How to create a WhatsApp chatbot for business with Trengo
Building a WhatsApp chatbot with Trengo is simple, quick, and requires no coding. Here is a quick guide for how to get your chatbot up and running in no time:
1. Sign up and access the Trengo platform
Start by creating a Trengo account or logging into your existing one. Navigate to the chatbot builder within the platform to kick off the process.
2. Choose your chatbot type
Decide which type of chatbot best suits your business needs:
- Standard Chatbot: Perfect for responding to FAQs or handling straightforward customer queries.
- Flowbot: Ideal for creating guided conversations with multiple-choice questions, perfect for lead generation or detailed customer interactions.
3. Customise placement and triggers
Select where your chatbot will appear within WhatsApp and decide how it will engage with users. You can set triggers, such as responding to keywords or starting conversations at specific times.
4. Design your conversation flow
Use Trengo’s intuitive chatbot builder to map out customer interactions step by step.
Write clear and concise questions and answers that address customer needs. Include a friendly introduction to let users know they’re speaking with a bot.
5. Test and launch
Preview the conversation flow to ensure everything runs smoothly. Once satisfied, launch your WhatsApp chatbot. Use Trengo’s analytics to monitor its performance and fine-tune the bot based on customer feedback and engagement.
Use Cases of WhatsApp Chatbots
WhatsApp chatbots are incredibly versatile and can be put to use in a variety of industries. Here’s a look at how businesses in different sectors can benefit from using chatbots for WhatsApp:
1. Retail and e-commerce
WhatsApp chatbots can help retail and eCommerce businesses by:
- Managing customer queries
- Automating order updates
- Providing personalised product recommendations.
This leads to faster responses, better sales, and happier customers.
2. Banking and Financial Services
In the BFSI sector, WhatsApp chatbots streamline services by
- Handling account inquiries
- Processing transactions
- Sending real-time alerts
This not only increases efficiency in your teams but also builds customer trust.
3. Healthcare
Healthcare providers can use WhatsApp chatbots to:
- Schedule appointments
- Answer patient questions
- Share important health updates
They simplify processes for patients while making sure that they get the information they need quickly.
4. Travel and Hospitality
From booking confirmations to itinerary updates, WhatsApp chatbots enhance the travel experience. They can also:
- Answer FAQs
- Suggest local attractions
- Manage customer feedback
Booking.com uses WhatsApp chatbots to keep travellers informed and stress-free. As Adrienne Enggist, Director of Product, and Messaging at Booking.com, explains, “Communicating with our customers naturally via their preferred channel is super important to us. That’s why we’re exploring how to share booking confirmations and other handy updates with our customers via WhatsApp.”
With a WhatsApp chatbot, customers can receive instant booking confirmations, travel updates, and even check-in reminders. This approach enhances the travel experience while freeing up support teams to focus on more complex inquiries.
5. Education
Educational institutions can make use of WhatsApp chatbots to:
- Manage student queries
- Simplify enrollment processes
- Provide updates on courses, events, or deadlines.
6. Real Estate
Real estate businesses can use chatbots to:
- Schedule property viewings
- Share details about listings
- Answer buyer or renter inquiries
This will all help potential customers make informed decisions faster.
7. Telecommunications
In telecom, chatbots can:
- Resolve billing questions
- Guide users through account management
- Troubleshoot common issues
Best Practices for a Successful WhatsApp Chatbot
To build a WhatsApp chatbot that delivers real value to your customers and your business, it’s important to be thoughtful in your creation and execution. Here are key tips to ensure your chatbot is engaging, effective, and builds trust.
1. Humanise Your Bot
Make your chatbot approachable and relatable. Use friendly, conversational language to make your customers feel more at ease. Adding small touches like emojis or light humour (where appropriate) can make interactions feel less robotic. Always keep the tone consistent with your brand’s personality.
2. Focus on Engagement, Not Just Responses
Tailor responses to user intent, guide them through relevant conversations and provide personalised recommendations where possible. This makes your chatbot more than just a robotic machine that answers questions, it becomes a valuable customer interaction point.
3. Plan for Complex Queries
Even the best bots will encounter questions they can’t answer. Create a fallback plan to transfer users to human agents when needed. This ensures customer satisfaction and prevents frustration when the chatbot reaches its limits.
4. Continuously Learn and Improve
Regularly collect feedback from users about their experience with your chatbot. Use analytics to track performance metrics like response accuracy, engagement rates, and satisfaction scores. With this data, continue to improve your chatbot’s knowledge and responses.
5. Ensure Privacy and Transparency
Be upfront about the fact that users are interacting with a bot. Transparency builds trust and helps set expectations. Additionally, use secure practices to handle any personal data collected, ensuring compliance with privacy regulations.
Get Started with Your WhatsApp Chatbot
Creating a WhatsApp chatbot is easier than you think. With Trengo, you can build a bot that streamlines customer support, automates tasks, and keeps your audience engaged, without needing to code. Start today and see how a WhatsApp chatbot can transform your business.
