Chatbot on Whatsapp | A Combination We Didn’t Know We Need
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Chatbot on Whatsapp is now available. If you want to be there for your customers 24/7 on social media, then look no further. Chatbot on Whatsapp is the way to go!
Today, customer satisfaction is essential for every business, no matter its size. After all, all major corporations and leading companies have separate divisions whose sole purpose is to improve their customers’ satisfaction. Also, many entrepreneurs, small and medium business owners strive towards better customer satisfaction.
Sure, there are several ways to achieve this goal. And one especially useful tactic is utilizing Chatbots on a platform like Whatsapp. Now, you might be wondering, why this specific combination? Let’s find out!
What Is a Chatbot?
Let’s start with an example so you can understand the Chatbot on Whatsapp concept. You know those pop-up messages you receive when you visit a website where you can ask questions about anything you want to know? Well, that is an example of a chatbot.
A chatbot is a computer program that uses artificial intelligence to talk to people and respond to their questions. More precisely, chatbots use pre-saved answers, available to customers 24/7.
A Chatbot on Whatsapp, or any other app in this sense, answers customers using natural language. Better yet, its technologies make customers feel like talking to a regular person. Their responses are instantaneous, and customers will not have to wait at all to receive feedback.
Now that the concept of Chatbot on Whatsapp is clear, we can continue with why you should use a Chatbot.
Why Should I Use a Chatbot?
There are many reasons why one should use a Chatbot on Whatsapp. But we’ll start with a more general approach.
In today’s digitalized world, having a Chatbot is the way to go. So, let’s see some of the reasons why you should use Chatbots.
As you are well aware, customers are always the first and foremost focus. Here’s what a chatbot on Whatsapp can do for your customers:
- Offers convenience for customers
- It comes with a pleasant and friendly approach
- 24/7 Availability
- Accessible to everyone (customers can covert it to speech)
- Great for people who prefer messaging over speaking
- Features a simple interface
- Especially easy to use
Now, onto the other side of the spectrum, what can a chatbot on Whatsapp, or any other platform, do for your company?
- It’s time-efficient
- Can retain customers to stay with you long-term
- It’s a source of competitive advantage
- Uniqueness and personalization
- Can detect your company’s main issues, according to customers
- Can generate reports on customers
- You can use it on multiple channels
- You can use it for various purposes
- It will save you time
- It can increase your sales
No doubt, chatbots can help you provide all of this to your customers but don’t take my word for it. Let’s back everything up with some statistics and predictions from experts regarding Chatbot on Whatsapp!
Some Statistics about Chatbots
According to research done about Chatbots used in customer service, around 67% of customers worldwide used Chatbots for customer support in 2019. Also, approximately 40% of customers do not prioritize whether a human being or a Chatbot answers their questions.
Furthermore, the majority of Chatbot users, more specifically 95%, believe that customer service is the most significant benefit of Chatbots.
At last, Chatbot on Whatsapp can answer up to 80% of customers’ questions easily and quickly. In turn, research showed that Chatbots could reduce customer support costs by an outstanding 30%.
Sure, it’s important what the experts are saying about Chatbot on Whatsapp today. But what is even more essential are the predictions for future trends in this niche.
To be more specific, some predictions state that 85% of interactions with customers in 2020 will be done using Chatbots. On the other hand, other predictions conclude that by 2022, 75-90% of healthcare and banking questions will be answered by Chatbots.
Now that we’ve covered why you should use Chatbots, let’s see for what purposes you can use them.
What Are Chatbots’ Features?
You can use a chatbot on WhatsApp and other platforms for many purposes. For instance, some Chinese bots can be used to set up doctor’s appointments, send and receive money, and check-ins for flights.
Chatbots guide your customers while shopping, help them find the right size and model. They can also check inventory and inform the customers which items are available, which are not, and when they will be available.
A restaurant chatbot on WhatsApp can inform your customers about the time of delivery. Your customers can also place orders using your Chatbot or make dinner, choosing the exact table they want.
Chatbots can be used for anything your customer needs. If your business is into streaming music, your customers can use Chatbots to find similar songs to their favorite ones and create a playlist.
Chatbots can be used for personalizing news to your customers’ liking. If they are interested in finance, they can easily personalize your Chatbot to show them all relevant finance news.
If you are a real estate agency, you can use Chatbots to provide your customers with essential information.
Another use for Chatbot is therapy. Chatbots can track people’s moods and analyze patient patterns.
Movie theaters can also use Chatbots. Their customers can pick which movie they want to see and book their tickets from the comfort of their homes.
Returns and Exchanges
If your company offers return and exchange policies, Chatbots can take care of them for you. They can make sure every customer has been taken care of and process their return and exchange requests.
Companies That Use Chatbots
A question that might arise is if Chatbots are so great, who else is using them. Well, if that is what you are wondering, don’t worry. Here’s which companies already use Chatbots and how!
Companies like: Apple, Google, telecommunication companies, Microsoft, Sephora, Starbucks, Whole Foods, Pizza Hut, Marriot International, Spotify, and many more already use Chatbots in their daily business. At this point, we are still not limiting the research on Chatbot on WhatsApp, even though some of them pursue this method.
We’ll start with Apple, as one of the most popular companies today. Apple’s Chatbot is in the form of Siri. And if someone has an iPhone, they can essentially use Siri every day for almost everything.
Then, Google also uses Chatbots so that its users can ask questions at any time. Telecommunication companies use Chatbots for customer questions and everyday issues, while Microsoft uses Chatbots in its messaging services for constant communication with customers.
Now, enough about tech companies. Let’s see how other industries utilize a Chatbot on WhatsApp.
Sephora’s Chatbot has its own personalized branded emojis and is used for scheduling makeover appointments and make-up tutorials. While Starbucks uses Chatbots for orders and payments, Whole Foods uses its Chatbot for offering recipes to its customers. We can also mention Pizza Hut offering customers services like ordering, seeing new deals and promotions, and asking questions via Chatbot.
Marriot International customers can use their Bot to book their stay in Marriot’s hotels. And finally, Spotify uses Chatbots to communicate with customers. Chatbots allow them to reply to customers fast and have better customer service overall. Spotify’s customers also use Chatbots to discover new songs, albums, and artists.
Can You Do the Same as These Companies?
These are all examples of how leading companies use a Chatbot on WhatsApp and other platforms. So, the question is, how can you use them for your business too?
The fact that all of these are big companies with huge profits does not mean that only they can have access to software like Chatbot. After all, a chatbot is not as expensive as it may seem.
Still, another issue that might arise is the technical part of setting up a Chatbot. We got you covered! Stick with us, and in the following section, you will find out exactly how easy it is to set up your personalized Chatbot.
Now that we’ve covered everything there is to know about chatbots, let’s move on to Whatsapp. You can find out all about Whatsapp in the next part!
What Is Whatsapp?
Whatsapp is a mobile application that offers users to send and receive complimentary messages. Also, users can make and receive free phone calls and video calls. More precisely, you can send links, pictures, videos, voice messages, gifs, stickers, and everything free of charge.
The only thing you need is a phone number and an Internet connection. It is owned by Facebook and was released in 2009.
Whatsapp is one of the more secure messaging apps out there. The messages are encrypted, and your conversations are safe.
Let’s now see some statistics that will show you who uses the app, what they use it for, and how people see Whatsapp compared to its competitors!
According to a study done in 2019, Whatsapp is the most popular app of its kind for all age groups. This statistic has considerable significance for businesses because it shows Whatsapp’s potential.
Also, 97% of the people who participated in the research and who use Whatsapp are between the ages of 18-29. These are all potential customers, employees, and associates for a business.
The only question left at this point is, why do WhatsApp users mostly use the platform?
According to Hedda Nier, people use Whatsapp the most for the following:
- 85% for messaging
- 75% for sending photos, videos, and GIFs
- 51% for calls
- 37% for group chatting
- 36% to change their status
- 31% for video calls
The bottom three are blocking numbers, receiving news or notifications, and contacting businesses.
Whatsapp vs. Competitors
Another study researched the importance of the most popular social media apps and gathered the responses of young adults. The results are looking great for Whatsapp.
Whatsapp comes first place with an 88% importance rate. The other social media apps that were part of the research were Instagram, Facebook, Youtube, Snapchat, Google, Spotify, and Netflix.
As you can see, none of these apps came close to Whatsapp as they all had an importance rate below 50%, with most of them being below 25%.
So, how did the developers create WhatsApp?
Two former Yahoo employees created the app. They started working on their idea in 2009 and launched the app in the same year. At first, the app had many issues, and things were not going well for the Whatsapp creators.
After a couple of years and sufficient third-party investments, the creators could fix the issues, and the app was finally ready to take off. In 2011, it was one of the top 20 apps on the App Store in the United States.
At the beginning of 2013, Whataspp had more than 200 million users. This number has been growing ever since then and has increased tenfold.
Now it’s time to move on from the basics and see why you should use a Chatbot on Whatsapp and how you can use it!
Why Use a Chatbot on WhatsApp?
More and more people use Whatsapp every day. It has become one of the most used platforms for chat, calls, and video calls. To be more specific, this platform has more than 2 billion users worldwide.
Whatsapp is more secure than the other platforms that have similar uses to it. When people see that something is more secure, they tend to use it more. As Whatsapps popularity keeps growing, companies are hopping on the trend and using the platform to their advantage.
Being available to customers on as many platforms as possible is a significant advantage for any company.
A Chatbot on Whatsapp is still new, and it presents an opportunity for companies to get ahead. In other words, it provides a significant competitive advantage for your business and allows you to stand out.
Ways to Use A Chatbot on WhatsApp
In general, there are two ways you can use a Chatbot on Whatsapp:
1. Via the Whatsapp Business app;
2. Via the Whatsapp Business API.
The Whatsapp Business application is suitable for small businesses. You can download the application for free on your phone and your computer.
After downloading, you create your business profile on this app which can consist of your company’s address, website, email address, and a description of your choosing about your products and services.
Your answers are quick, and your responses are automated, which saves you a lot of time. There is also a feature that allows you to set up a catalog with pictures and descriptions of your products and services.
The Whatsapp Business application is straightforward to use, and you can set it up in no time. All you need is a phone number, and you need to download the app and set up your business profile.
You can inform your customers about your Whatsapp profile by sharing a link with them, which will lead them right to your profile. However, the Whatsapp Business app can only be used by one person.
On the other hand, the Whatsapp Business API is more convenient for medium and large businesses. Companies like Uber, Booking, and Toyota already use the Whatsapp Business API.
With the API, you create a business profile like on the Whatsapp Business app, but you can get a more professional and advanced setting.
The setup process is more complicated. To use the API, you need to apply for access via official Business solutions Providers.
How to Set Up Chatbot on WhatsApp?
You don’t need to have a separate IT unit or several IT experts at your disposal to set up your Chatbot on WhatsApp or anywhere else. On the contrary, some of the things that you need to do are incredibly basic and easy.
Essentially, you must know what you want the chatbot to do. For instance, you can compile a list of questions and answers you want your Chatbot to provide to your customers. Still, there is no need to overcomplicate things that will make your customers feel lost and confused. Instead, replies should be concise and to the point.
Then, it would be best if you were always prepared for a situation where Chatbots will not answer. After all, they are not human. So, whenever you can, provide your Chatbot with new questions and answers. With constant updates, the probability that a customer’s question goes unanswered will be slim to none.
Finally, if you need assistance, you can always contact the firm which provided you with the Chatbot software and ask for help. Also, you can program your Chatbot to look however you like and use whichever colors you like.
Is Chatbot on Whatsapp a Sound Investment?
What most business owners want to know is if an investment is worth it.
A Chatbot is a piece of software liked by almost everyone who uses it. Whatsapp is already a large platform with millions of users and multiple uses.
Chatbots offer many benefits, with the most used and liked feature being messaging a company about some inquiries or problems. Whatsapp is used the most for texting.
According to the benefits and uses of Chatbots and Whatsapp, both are compatible with each other. What’s more, they can be used in multiple ways.
If you implement a Chatbot onto your company’s Whatsapp number, the millions of people who use Whatsapp can find your business and use your Chatbot for Whatsapp however they like.
We can say that these two are indeed a match made in heaven and that your customers will be excited to use this combination in the future. Not only will your current customers be excited, but other Whatsapp users will be able to find out about you in a more convenient way.
Thus, your company will gain new customers, and the Chatbot for Whatsapp investment will pay off even more!