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With a user base with of over 3 billion monthly unique users globally, WhatsApp is much more than a personal messaging platform.
What we see today, and even more in the future, is that WhatsApp will be the best communication tool for businesses to innovate, improve operational efficiency, and redefine customer interactions.
Upwards of 175 million messages are sent to WhatsApp Business accounts by users worldwide. Its influence spans across global markets and emerging economies alike. From Indonesia to Mexico and from the US to the UK, consumers are increasingly dependent on digital channels that integrate seamlessly into their lives.
WhatsApp offers a direct line, ensuring businesses remain connected with their crucial audiences in a world that's more interconnected than ever.
What is WhatsApp automation?
WhatsApp automation transforms how businesses interact with customers by using automated systems to maximize efficiency on WhatsApp's messaging platform. This technology enables companies across various industries to automate routine communication tasks, significantly improving customer service and engagement.
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 personalized 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 organizations, 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 personalized communication.
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:
Chatbots play a crucial role in WhatsApp automation. These automated conversational agents can understand and respond to user queries and commands.
Chatbots can provide customers with instant responses via WhatsApp by leveraging machine learning algorithms and Natural Language Processing (NLP) technology, which can be either pre-defined or AI-generated powered by ChatGPT, avoiding hallucinations.
Personalization:
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.
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 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.
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.
Ok, but why use WhatsApp Automation?
By taking advantage of some or all of the components we have listed above, businesses can streamline various aspects of their customer communications.
Besides saving companies time and resources, WhatsApp automation also ensures timely and efficient interactions, which ultimately increases customer satisfaction and business growth.
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 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 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.
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 personalized 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 can benefit businesses in a variety of different sectors and use cases.
Within each industry and company, there are so many 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, in a wide variety of different industries, to automate their customer interactions via WhatsApp for over 9 years.
We have witnessed organizations 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 organizations, feel free to contact us and talk to one of our advisors.
Not ready to talk to us yet, but want to learn more about WhatsApp automation? Subscribe to our newsletter for monthly updates, or follow us on LinkedIn.
