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WhatsApp may be relatively new to the world of digital marketing but it’s one of the fastest growing methods in the industry, and when you look at the stats it’s easy to see why.
With 1.6 billion users worldwide it’s far and away the most popular messaging app out there. And with over 90% of customers describing messaging as their preferred method of contact, the potential reach offered by a WhatsApp Chatbot is clear to see.
We’ll keep it simple and say a Chatbot is a complex technical setup which integrates your WhatsApp business profile with your existing systems allowing you to use it as an intermediary between you and your customers. There are two basic functions; notifications and customer support.
The notification function is used to send customers information such as booking confirmations, delivery updates and invoices, and the customer support function does exactly what it says on the tin – it offers customer support. It can be used to initiate contact with a customer or to respond to customer contact.
One of the key benefits of the Chatbot is it puts the ‘where and when’ of customer support into the hands of the customer. They can make enquiries at a time of their choosing and in their favoured medium. And with 81% of customers across all sectors stating that customer experience is more important to them than price, you’ve nailed the first stage of customer service just by offering this is a way of getting in touch.
No matter how successful or efficient your business, there will always be a time when customers need advice quickly or want to complain about some aspect of the service. And these are the times when a customer service Chatbot can be a game changer that helps your business stand out from your competitors. Imagine the scenario – you’re a night worker who has just come off shift and you want to make an enquiry about some goods you’ve ordered. By the time the office is open or the live chat is available you’ll be fast asleep. By jumping on the Chatbot, you get the answers you need straight away, keeping you happy and giving you a positive image of the company. It’s a win-win.
Hell yeah! There are some great stories about companies who have achieved amazing results using WhatsApp as a promotional tool. In 2014 Hellmanns used WhatsApp to promote mayonnaise as a cooking ingredient in Brazil and took to WhatsApp as 66% of Brazilians use the app. Over 1300 customers took part in the scheme which involved giving their phone number to Hellmanns and receiving a call from a real chef to help them make a meal using ingredients they already had; a great example of a fun, creative way to use the app to engage with customers, and it earned a customer approval rating of 99.5%.
WhatsApp Chatbots won’t be the solution for all businesses, but for those that see it as the potential route to success for them it’s one that should be given serious consideration. If you’re not sure whether it’s for you and you're concerned about the time and effort involved in setting up on the off chance, give us a call. We’re a digital marketing agency with a difference. Our experts are on hand to discuss your company, your growth plans and how you intend to utilize WhatsApp and then advise you on whether this is the way forward for you or whether your online presence could benefit from a different kind of boost.
