WhatsApp chatbots make it easy to scale personal conversations with your customers. They help you respond to questions and provide immediate support—naturally via your customers’ preferred channel.
In this article, we’ll go over everything you’ll need to know about WhatsApp chatbots. How to create one, why they matter now, and expert tips for success.
5 Reasons why you should create a WhatsApp Chatbot
1. WhatsApp is the most popular messenger app in the world
WhatsApp is the most popular mobile messenger app in the world. With over 2 billion monthly average users, it’s likely that your customers are already on WhatsApp.
The popularity of WhatsApp makes it easy for customers to find you and connect with you. Instead of having to find and download your branded app, they can use the app they already know and love.
2. WhatsApp's features make for a better user experience
WhatsApp keeps adding new features to make it an even better tool for business communication. The interface uses lots of visuals and graphics, which makes it easy to build intuitive customer experiences.
For example, instead of relying only on text-based interactions, you can use buttons, carousels, calendar views, and other rich elements that make things simpler and more engaging.
This is really important because text-based chatbots are frustrating. The less typing you make your customers do, the better.
The WhatsApp API (which we'll talk more about later) also makes it easy to automate parts of the conversation. Of course, you can't create a WhatsApp bot without automation.
3. WhatsApp chatbots increase customer satisfaction
A WhatsApp chatbot will help you answer customer questions faster and more accurately. You can connect a WhatsApp chatbot your CRM, order tracking software, and other tools that add context to the conversation.
When surveyed, customers say they prefer WhatsApp to other forms of communication because they are “already on” the platform. They enjoy the convenience and speed that WhatsApp chatbots provide. In fact, our customers find that quick response times and personalized can double net promoter scores.
4. WhatsApp chatbots improve efficiency
On average, a WhatsApp chatbot reduces cost per contact by 80%. Most of our clients, for example, automate the majority of their FAQs (which make up most of their total contacts).
This frees up human resources for higher-value work. They don’t have to worry about answering the same repetitive questions, and can focus on the areas where they matter most.
5. The future of commerce is conversational
Conversational commerce is on the rise. It sits at the intersection of two booming areas of digital activity among consumers: mobile shopping and messaging.
According to HubSpot, 71% of people want to use messaging apps to get customer assistance — many of whom want to get their problem solved quickly.
In addition, retail sales from chatbot-based interactions are expected to reach $112 billion by 2023 (Juniper Research).In short, adopting a WhatsApp chatbot used to be a novelty, but it’s quickly becoming central to business success.
Examples of WhatsApp chatbots in action
A WhatsApp chatbot can improve experiences across customer service, marketing, and sales departments. They also play an important role in helping teams share insights across functional teams.
WhatsApp chatbot for customer support
A WhatsApp chatbot will have both immediate and long-term ROI. In the short term, businesses that adopt a WhatsApp chatbot improve metrics that are tied to business efficiency.
For example, chatbots decrease the response window and decrease costs per contact. This has a significant and measurable impact on a company’s bottom line. In the long-term, WhatsApp chatbots increase customer satisfaction rates, which increases brand loyalty and sales.
These metrics are key to building sustainable and longstanding business models. Other ways a chatbot solution impacts customer support include:
- shorter response times
- less customer friction
- higher customer satisfaction
- opportunity to increase customer lifetime value (CLTV)
- competitive differentiation
WhatsApp chatbot for marketing
With more competition online, it’s becoming harder than ever for marketing teams to win the attention–and loyalty–of customers. Ads and other tactics that aren't relevant to customers only frustrate them.
Instead, personalized engagement through a chatbot is the new competitive differentiator. With a chatbot, businesses can effectively:
- drive engagement
- boost open rates
- increase conversion rates
- gain a better understanding of users
WhatsApp chatbot for sales
The window of opportunity to influence a sale can be short. A WhatsApp bot is always on and ready to engage with users. Sales teams in banking, ecommerce, insurance, and real estate use WhatsApp bots to:
- shorten sales cycles
- produce more qualified leads
- increase relevancy
While WhatsApp chat solutions are usually seen as a post-purchase or after-sales tool, they are equally as impactful for lead generation.
Frequently asked questions about WhatsApp chatbots
Is it free to build a WhatsApp chatbot?
To build a chatbot, you'll first need to access the WhatsApp Business API. The API is just an interface, or method/way, for two pieces of software to communicate (your chatbot + WhatsApp's platform).
Facebook does not charge a fee to use the WhatsApp Business API, but you will need to work with an authorized WhatsApp Solution Provider.
So, while the API is technically free to access, you will need to pay for the services provided by your authorized WhatsApp Solution Provider.
Who can use the WhatsApp Business API?
A) It depends on company size
Right now, the WhatsApp Business API is for large businesses and enterprises. Large businesses with thousands of customers can't use WhatsApp effectively without automation. For that reason, they need to build more complex workflows on top of the WhatsApp platform.
With that in mind, WhatsApp released the WhatsApp Business API. This allows larger businesses to build on the standard messaging experience that WhatsApp offers. Now, you can create a WhatsApp chatbot and the tools you need to deliver great customer service.
B) Certain industries have a harder time gaining access
API access is harder for businesses in certain industries. The following industries usually have a harder time with the application process:
- government organizations
- political groups
- independent software vendors
- gambling and gaming companies
- adult content and entertainment
- weapons
- alchohol
- tobacco
- healthcare and supplements
C) Access to the API is granted through Business Solution providers
Again, not everyone has access to the WhatsApp API, which means that not everyone can create a WhatsApp chatbot. WhatsApp only works with a handful of WhatsApp Business Solution Providers (BSPs) worldwide. In fact, working with unauthorized solution providers is a violation of WhatsApp’s terms of service.
At Hubtype, we’re proud to be one of the few BSPs that WhatsApp trusts. We've helped brands like Levis, Caixa Bank, Volkswagen, Michael Kors, EPSON, Guess, and other household names develop a chatbot for WhatsApp.
Steps to create a WhatsApp chatbot:
Below are the steps to create a WhatsApp chatbot with the help of an Authorized Business Solution Provider.
Step 1: Request access to the WhatsApp Business API
The first step is to request access to WhatsApp's API. Your application must go through an official BSP (like Hubtype). Fill out this form, and we will reach out to you if you are eligible to use a WhatsApp API key.
To date, we have seen the majority of companies accepted by WhatsApp are multi-national or enterprise-level companies.
If you’re a small or medium-sized business, it’s still early to jump on board, but you can apply through Hubtype now. Even if you aren’t approved immediately, we will notify you when the API becomes more broadly available.
Given the popularity of WhatsApp, we receive many applications from all over the world. This means it might take a while for your application to get approved, so it’s best to apply early.
In the meantime, we encourage you to talk with us about how you can use chatbots on WebChat and other messaging apps.
Step 2: Log in to Business Manager
After your application for the WhatsApp API is approved, your Business Solution provider will help you with the onboarding process. The first step will be to log in to Business Manager and find your Business Manager ID.
- Log in to Business Manager. Check with your marketing team if you aren’t sure if your business uses Business Manager. If not, sign up and add people to your Business Manager account yourself.
- Note: To access WhatsApp API, the Business Manager account must belong to your end business, not to an agency or third party.
- Next, your BSP will request your Business Manager ID via email to create your WhatsApp business account.
- Note: Your Business Manager ID is not the same as your Facebook Page ID.
- To find your ID in Business Manager:
Click Business Settings.
Click Business Info. Your Business ID is located below Business Manager Account Name.
Step 3: Approve messaging on behalf of your business
Your BSP will send messages from your WhatsApp business account on behalf of your business. When your BSP sends you a "messaging on behalf of" request, you will receive a notification from Business Manager and by email.
To approve this request:
- Click on the link in your email or log in to Business Manager.
- Within Business Manager, click Business Settings.
- Click Requests.
- Under Received, find your BSP’s request and click Approve.
Step 4: Verify your business
After you approve a “messaging on behalf of” request, you will need to verify your business information in Business Manager.
- Within Business Manager, click Business Settings
- Click Security Center.
- Below Verification, click Start Verification.
Note: “Start Verification” is disabled until you approve a “messaging on behalf of” request from a BSP. After your business is verified, your BSP will be able to message on behalf of your business.
Other best practices to consider when building a WhatsApp chatbot
Manage customer expectations
Your WhatsApp bot should build trust and loyalty. Don't try to fool users. Make it clear when a customer is talking to a bot and when they're talking to a human.
If the customer experience is excellent, it won't matter whether or not customer queries are being solved by a human or a WhatsApp bot. Most people, when given the choice, would prefer to solve their issue faster-- even if it means their interaction is with a chatbot.
Being transparent and authentic about this builds trust and shows that you respect your customers.
Replace text with graphics where possible
Again, one of the benefits of WhatsApp is the ability to use rich elements. The human brain processes images faster than words. So, choose visual elements to replace text where appropriate.
Take advantage of buttons, quick replies, carousel selectors, and list selections to improve the conversation flow.
For example, it is easier to select a date on a calendar view than to write out a date in a message. If there are two choices in a decision branch, two buttons work better than requiring the words to be written out.
Remember that experiences have evolved beyond text-only conversations. A good WhatsApp chatbot uses calendars, buttons, carousels, time selectors, and other rich elements.
Using these features significantly speeds up a massive number of processes for a customer, and increases the chances of a customer completing a goal.
Plan for the chatbot-human handover
A clear and direct path to human escalation is necessary when using automation. Common chatbot handoffs include:
- human-agent handoff (seamless from chatbot to live chat)
- listing a phone number for human support, or alternative contact method
For responses to complex cases, it's always good to have live support available. Also, if the bot fails too many times before giving the user the option to reaching an agent, your customer satisfaction ratings will drop.
Focus on a seamless transition from your WhatsApp chatbot to a human agent and back again. Prioritize immediate responses and low friction.
It's important to note that WhatsApp has specific rules about making human help available. Direct human escalation is a requirement in all user-initiated messages when a business chooses to use automation.
Businesses should have a direct and prompt human escalation path available for the user in message threads, whether it is a live agent, an email address, or a phone number.
Have an out of office hours strategy
A WhatsApp chatbot helps provide service to customers 24/7. If your human agents won't be available for a handoff, make sure you have a backup plan. At the very least, you'll want to clearly communicate the operating hours of the channel to the customer.
Make sure to collect opt-ins from users
In order to send proactive pushes to any phone number, people must opt-in to messaging. Ask users to opt-in on your website during a transaction, or to update their preferences in their account profiles.
Tip: The opt-in messaging must clearly state the type of information the user is signing up to receive and how they will receive it.
Start fast, scale later
Lean on user data to determine how people are interacting with your chatbot, then adjust accordingly. Learn from the limitations of your WhatsApp chatbot, train your chatbot based on where you're seeing the most opportunity.
For example, if a large percentage of people are asking your bot a question that it cannot answer, it's a good idea to update the conversation flow. Just don't lose sight of your original use case, and make sure that the potential actions your users can take are clear.
Train your agents to collaborate with WhatsApp chatbots
Dedicate full-time agents that specialize in written communication. Agents that talk to customers via text messages must possess specific skills. Depending on your brand's tone of voice, you may want your agents to use emojis or GIFs.
A good practice is to develop a conversational flow guide or brand guidelines for your agents. Developing tools like this will help you onboard new hires and empower current employees.
Use APIs to build better bot experiences
Combine messaging with APIs to deliver exceptional customer experiences. Open-source frameworks like Hubtype’s allow for robust integrations with providers of AI libraries and speech recognition tools. We can also integrate bots with machine learning providers, CRMs, APIs, analytics, and other business tools.
The result of linking a WhatsApp chatbot to other tools is hyper-personalized experiences. Customer details and purchase history can be saved to deliver comprehensive conversational experiences that beat even some of the best customer service representatives.
%20(1).jpeg)
