Chatbot, an innovation based on Artificial Intelligence spawned to facilitate instant assistance for humans. In business, it provides numerous benefits for customers’ indulgence. Chatbot can be combined with multiple applications such as WhatsApp, Instagram, Facebook, Skype, Messenger, and any live chat application.
Why are WhatsApp chatbots evolving business efficiency?
WhatsApp Chatbots is one of the most used chatbots in business since it is simple to integrate with WhatsApp business API. It also enables boosting customer relationship management.
In short, whatsapp chatbot alternates various functions needed in business, such as:
- Customer support
- Increasing customers engagement
This technology empowers conversation efficiency by automating repetitive tasks and operations streamline. Picture this, when numerous customers contact your business simultaneously, and all of them need a response immediately, how much manpower is hired to handle this? On the other hand, there is a technology called chatbots that helps to collect customers’ data to qualify and generate efficient leads. Thus, Whatsapp chatbot not only reduces costs for customer service but also increases sales teams’ efficiency.
However, before using it, you need proper strategies to support business efficiency, here are two examples.
- Define clearly business goals and objectives
To implement a WhatsApp chatbot, defining business objectives and goals is the key. It is crucial to make sure what kind of function and feature is going to be used, whether it is for improving customer support, engagement, or streamlining communication to increase sales. Setting measurable goals also helps the company track and evaluate the outcomes. So, the implementation of the Whatsapp chatbot works effectively and is worth any cost.
- Deliver straightforward instruction
Whatsapp chatbot must be included with clear instructions so customers can comprehend how to use it. Because customers tend to have expectations on how chatbots should work, they expect that chatbot could help their problems. So it is the developers’ task to make the instructions understandable so that might not disappoint customers and increase user satisfaction. Likewise, making clear guidelines could promote feature awareness to the customer.
Integrate WhatsApp chatbot with a CRM for the best outcomes
Customers nowadays are increasingly interested in something personal. Therefore, delivering customization makes them feel valued and understood. Personalization can be accomplished by adjusting the interaction to the demographic, personal choice, or previous sales activity. Businesses can also personalize a recommendation or content for customers.
To create consumer customization WhatsApp chatbot could be connected with the CRM platform. All customer data collected will be analyzed by the CRM system, which could help to improve customer engagement, especially for the newly launched product or brand awareness.
Because CRM allows to:
- Track and manage customer and lead interactions.
- Automatically update any data collected by a WhatsApp chatbot.
Even though it can automate responses, integration between whatsapp chatbot and CRM could enhance its function. Both of these factors are also reasons why it should be integrated into CRM.
- CRM can examine data in greater depth and detail.
If it is not integrated with CRM, whatsapp chatbot tends to give responses according to user-answered questions. However, CRM can examine buyer data in greater detail and depth, such as assessing the history of customers’ previous transactions and preferences, or customer contact information. Thus, it is upgrading whatsapp chatbot’s ability to answer inquiries based on personalization, market trends, or even marketing strategies.
- CRM can enhance the functionality of WhatsApp chatbots.
If a WhatsApp chatbot can only respond to user inquiries, CRM can transform it into a salesperson, cashier, or customer service representative. CRM enables guiding and leading customers to the ordering stage, help centre or even tracking their after-purchase feedback. The combination of both technologies makes an employee on duty able to assist customers 24/7. Hence, it became a unicorn of workers that can reduce resource costs.
How to make a natural conversation flow with whatsapp chatbot?
To ensure that users have a positive experience with whatsapp chatbot, it needs to have a very natural conversation flow. It must provide users with relevant and logical responses to inquiries based on a natural conversation flow. So the discussions are more engaging, and understandable, and give a human-like impression to the customers.
Additionally, a smooth conversational flow can hold the customer to stay in the chat room and accomplish their desired outcome. When developing a WhatsApp chatbot with a natural conversation flow, developers typically focus on the two factors listed below.
- Personalizing user context
In natural and interesting conversations, the first message should always start with a warm greeting. This message should be friendly and polite to create a positive first impression. It not only serves as an introduction but also explains the purpose and capabilities of the chatbot.
WhatsApp chatbot must be integrated with natural language processing (NLP) so it can analyze and understand the user’s language. Then, interpret and respond to questions or statements with a high level of contextual understanding. This integration will automatically improve the overall user experience by allowing chatbots to navigate authentic, personal, and conducive to strategic conversation.
- User input and response handling process
Aside from the aspect of personalizing the user’s context, the effectiveness of WhatsApp chatbots is highly dependent on the process of user input and response handling. This requires a multifaceted approach for chatbots to process messages sent by users, tracing the origins of diverse inputs, and managing the extraction of pertinent information from those messages.
The complex process of a chatbot managing user input and response handling processes not only demands a keen understanding of language but also requires the integration of advanced algorithms and Natural Language Processing (NLP) capabilities.
The implementation of a WhatsApp chatbot in business not only ensures a strategic conversational experience but also serves to increase user satisfaction and effectiveness in user interactions. A well-crafted chatbot becomes a powerful tool for enhancing the overall user experience by seamlessly integrating CRM.
However, the positive impact of a well-designed WhatsApp chatbot extends beyond mere interaction, playing a critical role in cultivating user loyalty, streamlining business processes, and contributing to the overall success of the digital engagement strategy.
