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There are over 3 billion monthly Whatsapp users worldwide, and the amount is not only impressive but also an indicator of Whatsapp being much more than a personal messaging platform.
Among those 3 billion users, at least 175 million people message a Whatsapp Business account every day. Chances are the number will only increase in the near future, making Whatsapp a fundamental communication tool for businesses to redefine customer interactions and improve operational efficiency.
What is WhatsApp automation?
WhatsApp automation consists of using software that allows businesses across various industries to automate routine tasks, significantly improving customer service and engagement. This translates into opportunities to further personalise communications with clients or instantly respond to common customer queries, asking as little effort as possible from the customer or the company.
Ok, but what are the benefits of WhatsApp Automation?
Streamlining aspects of customer communications like FAQs, follow-ups, or feedback collection will not only increase customer satisfaction but also save companies valuable time and resources. A couple of examples would be freeing human agents to focus on more complex tasks and offering 24/7 availability to respond to customers.
There are two more factors to consider: customer expectations are rapidly changing, users are no longer willing to wait several minutes to get their questions answered or to jump from website to email to a phone call to solve an issue, and since customers demand faster and more efficient service, companies that focus on enhancing their CX capabilities will have a solid edge; on the other hand, it's crucial for brands to meet customers in the channels they already use.
How does WhatsApp automation work?
The main enabler for businesses to automate Whatsapp communications is an API (Application Programming Interface). A WhatsApp Business API allows organisations to integrate their systems or software with the WhatsApp platform. By leveraging these APIs developers can build customised solutions for automating WhatsApp interactions in the following ways:
Chatbots:
Chatbots for customer service can deliver instant and automated messages via Whatsapp. These conversational agents can understand and respond to user queries and commands without the need of a physical agent. This asynchronous communication empowers businesses with the opportunity of being always available to attend to their customers needs.
Chatbots can respond via Whatsapp by employing machine learning algorithms and Natural Language Processing (NLP) technology, which can be either pre-defined or AI-generated and powered by ChatGPT, avoiding hallucinations.
There are rule-based chatbots and AI chatbots, choosing the one that best fits you will depend on the use cases you want to automate. Check out our blog on how to train a chatbot to get valuable insights on the process behind successful automation.
Personalisation:
WhatsApp automation also enables businesses to personalise their interactions with customers. By utilising customer data to integrate variables such as names or order details, businesses can send tailored messages that create a more engaging and personalised experience for their customers, a key aspect for companies building customer-centricity.
Workflow Automation:
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, appointment reminders or delivery updates 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 other use cases. Whatever you want to inform your customers about, you will be able to do so in real time.
Conversational apps:
Like mobile applications, conversational apps are computer programs created to deliver a range of user experiences. However, rather than living as a standalone app on your phone, conversational apps tend to operate within messaging channels like WhatsApp.
Here's a closer look at how WhatsApp automation can be applied:
- E-commerce and retail can automate WISMO and WISMR, and the delivery of personalised offers or product recommendations, creating revenue-generating user journeys that grow customer satisfaction and drive sales.
- Airlines benefit by automating most of their customer service inquiries, booking modifications, payment processing, and ancillary sales.
- Insurance companies can streamline processes like opening a claim, information requests, appointment scheduling, and requesting roadside assistance.
- Banks can create better customer experiences by automating account openings, card activations, and security measures like card blocking.
- Utility providers can automate contract changes, user identification, and the submission of meter readings.
In essence, WhatsApp automation is a versatile solution for businesses of all sizes, from SMEs and small businesses to large organisations, enabling efficient management of customer interactions.
This not only saves time for both the business and its customers but also elevates the overall customer experience by providing timely, relevant, and personalised communication.
10 Examples of WhatsApp Automation
We've seen how WhatsApp Automation can boost both efficiency and customer experience, so let's see it in action. The examples 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 can choose which flight they want to add a bag 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 selected 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, greatly improving the banking customer experience.
4. E-commerce - Shipping complaint
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 e-commerce businesses, but with WhatsApp automation, you can solve them quickly, and keep your customers happy.
5. WhatsApp Campaigns
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 personalised to users like this one for women’s fashion.
6. Airlines - Select a seat
The user can easily choose their preferred seat by tapping on the desired option in the airline's seating map, then proceed directly to a secure payment screen to complete the purchase quickly and easily.
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 can 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 - Get a quote and Policy Acquisition
Another potential use case for insurance WhatsApp automation is getting a quote and acquiring a new policy.
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 a utility contract can usually be time-consuming for customers. But not with WhatsApp automation. This customer can provide the necessary documentation for the name change, as well as decide when the change will take place, all within a matter of seconds.
As you can see from the above examples, WhatsApp automation offers a great variety of benefits in different sectors and use cases.
Within each industry and company, there are many automatable use cases that can help improve business-customer communications and boost customer experiences.
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Are you ready to get the WhatsApp conversation going with your customers?
Hubtype has helped many leading companies, belonging to a wide range of industries, automate their customer interactions via WhatsApp for over 9 years.
We have witnessed organisations from all sizes streamline processes, save time and money, and raise both customer satisfaction and NPS scores.
If you’re struggling with automating one of these use cases, or even if you are still curious about WhatsApp automation for large organisations, feel free to contact us and talk to one of our advisors.
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