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Why your business needs a WhatsApp chatbot | Engati

Customer Experience expert, Dan Gingiss, says that you need to engage with your customers on the channels and platforms on which they are active.

With 1.5 billion users across 180 countries, WhatsApp is clearly a channel you can’t miss out on. Here’s how you need to leverage it. Hint- Use a bot…a WhatsApp chatbot.

Why WhatsApp?

WhatsApp is now the Go-To messaging platform for most people. It’s come to the point where we’re sending 29 million messages every minute. That’s about 65 billion a day.

This means that people are now more comfortable using WhatsApp than any other platform. So, it makes much more sense for them to be able to interact with you over WhatsApp, rather than forcing them to download your app (let’s face it, we don’t have the storage space or the inclination to get another app).

And interacting with them on WhatsApp has another benefit. The engagement rates are through the roof. While you’d struggle to get a 15% open rate on your emails, WhatsApp have an engagement rate of around 70%.

WhatsApp does have certain strategic advantages in some countries. In India, for example, WhatsApp boasts a userbase that’s 200 million strong.

Great, but what would I use a WhatsApp Chatbot for?

Glad you asked! Let’s say you launched a new product or you’re offering a discount..basically, any major announcement. How do you plan on spreading the word to your customers?

Website announcements and social media posts can be effective, but not as much as WhatsApp.

According to Harper Reed,

“If you get a WhatsApp message, you’re probably going to open it.”

WhatsApp would send them a notification whenever you broadcast an announcement to them. That’s much more effective than a simple announcement on social media or even your website. It’s stronger at driving action.

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And to make it better, you can measure the effectiveness of your WhatsApp messages, with rich analytics , right on the Engati portal.

Here’s another reason why you need it. When your customers need help, they don’t want to waste time calling someone up or navigating through your website to find a ‘Contact Us’ section. They want to have their issues resolved in the simplest way possible. If they’re on WhatsApp, you need to be there too.

So, do I need to build a WhatsApp chatbot?

Even if you think you’re a smaller business and could handle your clients without a chatbot, you do need to realize that customers today, are spoilt. We want what we want when we want it. We don’t wait for anybody.

So, if you’re unable to interact with customers at odd hours, you could lose out on their business. Besides, your time would be better spent doing something more productive than answering questions mechanically.

With our live chat functionality, your bot can handle all the routine, monotonous queries and send only the complicated ones to the human agent. Essentially, your employees get to spend their time on more productive tasks that require an advanced, human intellect.

Interesting. How do I build a WhatsApp chatbot?

Well, you’ve got two choices here.

  • Code it yourself
  • Use Engati’s no-code platform

Coding it

This involves hours of unnecessary effort. Honestly, you may feel like you’ve achieved something after going down this route, but essentially, all you’ve done is waste your time. You could have your WhatsApp chatbot up, running, and delighting your customers much faster if you chose the smarter solution.

Engati’s no-code platform

It’s the smarter solution. Why painstakingly code a bot, when you could build it visually on the Engati Chatbot Platform?

To make it better, chatbots built on Engati can be multilingual . So, you can engage with all your customers in their very own language. Only about 25% of the world’s internet users speak English, so if your chatbot is restricted to English, you’re missing out on a large audience.

(infographic on internet users by language)

It’s always great to add a human touch to your bot. But, most people don’t do this right. To spare your users the frustration of repeating everything they said to the bot while chatting to the live agent, Engati provides the agent with the user’s entire conversational history. We’re all about making life easier; for you and your users.

Making it even better

Engati even helps you build your chatbot at an unbelievable price! We’re providing amazing capabilities, detailed analytics, and smooth customer experiences at the lowest price.

100k messages, only for $600. That’s 0.6 cents a message . So, what are you waiting for? Start delighting your customers with a WhatsApp chatbot now.

Originally published at https://blog.engati.com on June 1, 2020.

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