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A WhatsApp chatbot can have a huge impact on your business, especially if you are looking to streamline customer interactions. With 83% of customers using messaging apps like WhatsApp Business to inquire about products and 75% of them making purchases afterwards, now is the time to integrate a WhatsApp chatbot into your customer service strategy. From automating responses to providing round-the-clock support, a WhatsApp chatbot for business means that you can always be there for your customers.
What is a WhatsApp chatbot?
A WhatsApp chatbot is an automated tool designed to handle customer interactions directly within the WhatsApp platform. These chatbots for WhatsApp use pre-set rules, artificial intelligence (AI), or a combination of both to give real-time responses to customer inquiries.
By integrating a chatbot with WhatsApp, you can automate customer service tasks such as:
- Answering FAQs
- Processing orders
- Providing 24/7 support
A WhatsApp chatbot example that demonstrates the real-world impact it can have is Pelago, a travel company backed by Singapore Airlines Group. It uses a WhatsApp chatbot to answer questions about common travel issues.
It provides 24/7 support, resolves queries in under 30 seconds, and cuts inquiry tickets by 60%. The chatbot also offers personalised travel recommendations and escalates complex cases to the human customer service team when needed.
What is a WhatsApp chatbot API?
A WhatsApp Chatbot API is an interface that allows you to integrate chatbots directly into your WhatsApp communication. Unlike the standard WhatsApp Business app, the API provides additional features for larger-scale operations and can help you improve automation and deliver more customised responses.
With the WhatsApp chatbot API, you can:
- Automate responses to customer queries
- Manage high volumes of messages
- Integrate chatbots with existing tools such as CRMs or e-commerce platforms
These features create a smoother flow of information between WhatsApp and other systems you use. This makes life easier for your team and creates a unified customer experience.
For example, a travel company might use the WhatsApp chatbot API to:
- Provide real-time updates on bookings
- Answer frequently asked questions
- Recommend personalised travel packages
Why does your business need a WhatsApp chatbot?
Incorporating a WhatsApp chatbot into your customer service can streamline communication, improve your reputation, and deliver greater results from your marketing.
Improved customer service
A WhatsApp chatbot automates routine tasks like answering common questions, sending notifications, and guiding customers to explore more products. This allows your team to focus on more difficult issues, such as resolving disputes or managing technical problems. When you find the balance between automation with personal support, you get the best of both worlds and can deliver top quality customer support.
Establish a strong brand identity
WhatsApp chatbots can be customised to match your brand's personality. From tailored greeting messages to unique icons and quick replies, a chatbot can help you maintain a consistent brand voice. Unlike humans, chatbots stay on message regardless of context, reinforcing your brand’s identity and they will always keep their tone the same – no matter how annoying a customer becomes.
Emerald research shows that a strong, consistent brand personality increases customer engagement and drives sales. So it's important to keep these things in mind when delivering customer service, and it's often easier to maintain the standard your business is looking for with automation rather than human responses.
Improve marketing campaigns
A WhatsApp chatbot can increase your lead generation by contacting customers at specific touchpoints in the sales funnel. For example, during a “click-to-WhatsApp” campaign, the chatbot provides instant responses, ensuring no customer inquiry goes unanswered.
With response times being almost immediate and round the clock from chatbots, you can incorporate them into your marketing campaigns. For example, you might only run PPC ads during a set time when customer service or teams are available to respond to the leads they generate. But with a WhatsApp chatbot that extends to all hours of the day, allowing you to take advantage of lower competition hours which could bring down your ad spend.
WhatsApp business use cases: How to make the most of your chatbot
WhatsApp chatbots are a great tool that can be put to use in a lot of great ways.
Offer instant customer service
Handle common queries like refunds, complaints, and order updates automatically. For example, retail brands can provide 24/7 support for product inquiries while redirecting complex issues, like warranty claims, to the customer service team.
Automate routine conversations
Use chatbots to answer FAQs on delivery timelines or return policies. A retailer might automate responses about size guides or order changes, saving time for their support team.
Collect customer feedback
Send quick surveys or ask for Google reviews directly via WhatsApp. A restaurant could ask customers to rate their experience after placing an order.
Send tracking and order updates
Keep customers informed from purchase to delivery. A logistics company might use a chatbot to share live shipment updates, which should, in turn, reduce calls to support teams.
Recover abandoned carts
E-commerce platforms can send reminders for abandoned carts. A beauty brand could offer a limited-time discount to encourage customers to complete their purchases.
Run targeted marketing campaigns
Promote sales or new products through automated messages. For example, a travel agency can share exclusive holiday package deals to increase their sales.
Deliver timely alerts and notifications
Send reminders for bookings, payment due dates, or appointment confirmations. A healthcare provider could notify patients about upcoming appointments or test results securely.
How do you create a WhatsApp chatbot for business with Trengo?
Setting up a WhatsApp chatbot for your business with Trengo is simple. Here’s how:
Step 1: Set up a WhatsApp business API account
Start by applying for access to the WhatsApp Business API directly through Meta’s official platform. Ensure your business meets the eligibility requirements, such as having a verified Meta Business Manager account. You’ll need to provide essential details, including your business name, a valid phone number, and your intended use case for the API.
Step 2: Connect Your WhatsApp Business Account to Trengo
Log in to your Trengo workspace and navigate to the WhatsApp Business integration section. Follow the prompts to link your WhatsApp Chatbot Business API account. Once connected, your WhatsApp channel will be ready to handle messages through Trengo’s platform.
Step 3: Create your chatbot flow
In Trengo’s chatbot builder, start designing your bot’s flow. Use the drag-and-drop interface to map out how conversations will go. Add common customer queries like:
- "What are your business hours?"
- "How can I track my order?"
Set up responses for each question, using Trengo’s customisable templates to match your brand’s tone.
Step 4: Integrate automation features
Automate key tasks such as:
- Sending order confirmations and shipping updates
- Sending your newsletter
- Collecting customer feedback through surveys
- Responding to FAQs instantly
Trengo allows seamless integration with CRMs and other tools, so your chatbot can pull and push data across systems.
Step 5: Test your chatbot
Before going live, test the chatbot. Use Trengo’s testing features to simulate different scenarios and ensure it's working the way you want it to. Make adjustments to improve clarity and functionality.
Step 6: Launch and monitor performance
Once you're happy with your chatbot you can publish it on WhatsApp. Monitor its performance through Trengo’s analytics dashboard, tracking metrics like:
- Response times
- Customer satisfaction
- Query resolution rates
Use these insights to optimise your chatbot’s performance over time.
Best practices for a successful WhatsApp chatbot
To maximise your WhatsApp chatbots impact, follow these best practices:
1. Set clear objectives
Define the purpose of your chatbot. Whether it’s for handling FAQs, boosting lead generation, or improving post-purchase support, aligning the chatbot with your business goals ensures it delivers measurable results.
2. Prioritise user experience
Ensure your chatbot’s flow is simple and intuitive. Use clear instructions and keep interactions concise. Avoid overwhelming users with too many options or lengthy responses.
3. Balance automation with human support
Automate repetitive tasks but have a clear escalation path for more complex queries. For example, use Trengo’s features to route high-priority cases directly to your team members when necessary.
4. Personalise interactions
Tailor the chatbot experience to your customers. Include their names in conversations, reference their purchase history, or suggest personalised product recommendations based on their preferences.
5. Regularly monitor and optimise
Use analytics to track your chatbot’s performance. Monitor metrics such as response rates, query resolution times, and customer feedback. Refine the chatbot based on these insights to keep it relevant and effective.
6. Ensure compliance with policies
Familiarise yourself with WhatsApp’s business policies. Obtain consent for messaging, adhere to privacy regulations, and use the chatbot responsibly to maintain customer trust.
Get started with a WhatsApp chatbot
A WhatsApp chatbot simplifies support, enhances engagement, and helps your business be more efficient. From automating routine tasks to personalising interactions, a chatbot ensures you’re always available for your customers while freeing your team to focus on more complex tasks.
Take the first step in building your WhatsApp business chatbot today and schedule a demo with Trengo.
