With a user base of over a quarter of the global population, WhatsApp is no longer just a personal messaging platform, but also a powerful tool for businesses. In this article, we explore how businesses are leveraging WhatsApp automation to improve customer support, increase efficiency, and revolutionize customer-business interactions.
What is WhatsApp automation?
WhatsApp automation is the use of automated systems and tools to streamline and optimize communication processes on WhatsApp’s messaging platform. This can include automating tasks such as providing instant responses, sending personalized messages, and managing customer interactions in a that which enhances the user experience.
How does WhatsApp automation work?
There are various possible ways businesses can use WhatsApp automation, which we will outline below. But first, it is important to understand the role of APIs (Application Programming Interfaces) in how WhatsApp automation works. A WhatsApp API allows businesses to integrate their systems or software with the WhatsApp platform. These APIs therefore enable developers to build customized solutions for automating WhatsApp interactions in some, or all, of the following ways:
Chatbots play a crucial role in WhatsApp automation. These automated conversational agents can understand and respond to user queries and commands. By leveraging machine learning algorithms and NLP (Natural Language Processing), chatbots are able to provide customers with instant pre-defined, and/or AI-generated, responses via WhatsApp.
WhatsApp automation also enables businesses to personalize their interactions with customers. By utilizing customer data to integrate variables such as names or order details, businesses can send tailored messages that create a more engaging and personalized experience for their customers.
Businesses can set up workflows to automate specific tasks and processes on WhatsApp. This involves defining rules and triggers that initiate automated actions based on specific user interactions or other predefined conditions. For example, a workflow can be created to automatically send order confirmations or appointment reminders to customers.
Notifications and Updates:
WhatsApp automation allows businesses to send automated notifications and updates to their customers. These could include important announcements, event reminders, order status updates, or any other use case. Whatever it is you want to inform your customers about, you will be able to do so in real time.
Why use WhatsApp Automation?
By leveraging some or all of the components we have listed above, businesses can streamline various aspects of their customer communications, from customer support to order management, or even lead generation. Not only does WhatsApp automation save companies time and resources, but it also ensures prompt and efficient interactions, ultimately enhancing customer satisfaction and driving business growth.
10 Examples of WhatsApp Automation
Now we know how WhatsApp Automation can help boost both efficiency and customer experiences, let’s take a look at it in action. The examples we have listed below cover a wide variety of use cases over various sectors such as finance, hospitality, e-commerce, and more.
1. Airlines - Add a bag
In the first example the customer is able to choose which flight they want to add luggage to and the weight allowance. They can then proceed directly to a secure payment screen where they can complete the purchase, quickly and easily.
2. Automotive - Book a test drive
Here we can see just how much digital self-service can speed up a customer journey. This customer chose their desired car, selected their most convenient date and time slot and, received their booking confirmation all in under thirty seconds.
3. Banking - New credit card
From the user log-in to the digital signature, the whole process is secure from start to finish. Something that would have previously been a long, time-consuming process for both the bank and their customer, can now be done with just a few clicks.
In this video we can see a great example of how to effectively deal with a declaration of non-receipt from a customer. These types of issues are inevitable in ecommerce businesses, but with WhatsApp automation you can solve them quickly, and keep your customers happy.
WhatsApp automation is useful for more than just solving issues. Another use case for e-commerce is proactive marketing campaigns. These can be in the form of discount codes, offers or sales, and can even be personalized to the users like this one for women’s fashion.
6. Hotel - Reserve a service
Is there anything more luxurious for a hotel guest than booking themselves room service or a spa appointment? Being able to do so from the comfort of their own hotel room, (or wherever they are!) The ease and convenience of this service help improve both customer experience and satisfaction.
7. Insurance - Make a claim
Making a claim can be a distressing time for customers. This video shows just how smoothly and seamlessly a customer is able to make a car insurance claim thanks to WhatsApp automation. They can provide all the relevant information, upload photos, and make the claim all within one familiar application.
8. Insurance - Upsell
Another potential use case for insurance WhatsApp automation is upselling. By offering existing clients personalized deals or discounts on policies in appreciation of their custom, you can both gain customer loyalty, and boost revenue simultaneously.
9. Telco - Top-up a number
From this video we can see that making a top-up can be as easy as having a chat. Thanks to WhatsApp automation, telecommunication businesses can streamline processes such as top-ups, and provide faster, smoother customer experiences.
10. Utilities - Change contract owner
Something as important as changing the owner on an utilities contract can usually be time-consuming for customers. but not with WhatsApp automation. This customer is able to provide the necessary documentation for the name change, as well as decide from when the change will take place, all within a matter of seconds.
As you can see from the above examples, WhatsApp automation can benefit businesses over a variety of different sectors. Within each industry and company, there are so many use cases that can help improve business-customer communications and boost customer experiences.
Start automating on WhatsApp
Are you ready to get the WhatsApp conversation going with your customers? Hubtype has helped enterprise-level businesses over various sectors to automate their customer interactions via WhatsApp for years. We have seen them streamline processes, save time and money, and raise customer satisfaction and NPS scores. So if you think your business could be next, book a demo with us today to find out more about how you can benefit from WhatsApp automation.