Have you ever lost a customer due to a lack of timely responses? This is a costly loss because it costs 6-7 times more to acquire a new client today than it does to keep an existing one. Customer service’s “lack of speed” is the leading cause of customer dissatisfaction; this dissatisfaction swiftly turns into angry consumers and a terrible customer experience, with 51% of customers saying they will never do business with that firm again.

So, the big issue is: can this huge loss be avoided? Absolutely.

Customer service may be as easy as using chat applications. Messaging applications like WhatsApp are not just customers’ favorite modes of communication, but they’re also helping businesses expand customer service outside traditional channels for faster response thanks to their smart and business-friendly automation features.

With over 2 billion users throughout the world, WhatsApp is by far the most popular messaging app among the hundreds available. Businesses may automate whole conversations and message flows by using the WhatsApp API, bots, WhatsApp Business app, and bots.

You may use ChatDaddy’s message flow bot builder to create your bot without coding.

While the WhatsApp Business app is accessible for free on both the Play Store and the App Store, it only offers the basic automation functions of the WhatsApp API. The latter claims more advanced functionality and automation possibilities than the former.

If you’re new to WhatsApp and aren’t sure which of the WhatsApp Business app or the WhatsApp API is best for you, we recommend reading How to Use WhatsApp for Business for a short comparison.

In this post, we’ll go through how to use message automation on the WhatsApp Business app and API to cut down on client wait times, improve query resolution rates, and free up agents to focus on more critical duties and complicated questions.

How can WhatsApp messages be automated?

The WhatsApp Business App and API provide different automation features. While the WhatsApp Business App has some basic automation tools, the WhatsApp API offers a lot more. The WhatsApp Business API may be used to incorporate WhatsApp bots into the app, making it extremely easy for customers to contact companies. Click on the image below to view an example of a WhatsApp chatbot created by ChatDaddy.

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WhatsApp API-based automation

Businesses may use the WhatsApp API to access not only the WhatsApp Business app’s automation stack, but also sophisticated features like utilizing bots to automate a whole message flow.

Create a custom message flow that spans the duration of a normal discussion and covers various conversation phases using WhatsApp API.

With personalized message flow, you can shorten response time and answer the most often requested questions in a human style, which is ideal for repetitive jobs and frequently asked queries.

1. Use WhatsApp bots to automate the sales process:
   
   WhatsApp bots can automate the whole sales process and eliminate the need for human participation. The bot may be programmed to inquire about the customer’s intent, present a product catalog, aid in product selection, and even enable rapid check-out. With a WhatsApp bot in place, you’ll have a salesperson accessible to help your consumers 24 hours a day, seven days a week. Here’s an illustration of how that process will work.
   
   
2. Automate proactive notification:
   
   You can also send out proactive messages to your consumers using the WhatsApp API by creating proactive message templates. This function will only operate if your consumers have agreed to receive such communications from you. Use this tool to automatically communicate changes pertaining to an order, service request, appointment, and/or payments whenever they’ve been received. This lowers the need for a client to ask follow-up questions such as “where is my order” or “what is my order status,” as well as the agent’s workload from these repeated inquiries. It’s important to note that each message template must first be authorized by WhatsApp. A message template also accepts text, images, videos, and PDFs.
   
   

Automation in WhatsApp Business App

1. Automated greeting message:
   
   With the automated greeting message option, you may send an automated answer to your customer’s message as soon as their enquiry is received. This not only speeds up the first connection, but it also lets consumers know that they are being heard. This message may be customized in the WhatsApp Business App’s business tool area.
   
   
2. Automated away message:
   
   When someone contacts you after business hours, you may set up automated away messages. This feature lets your customers know their query has been received and when they can expect a response. They will not feel abandoned or dissatisfied as a result of this.
   
   
3. Quick responses to frequently asked questions:
   
   The quick replies function allows you to save and reuse commonly used messages. The messages can be given a unique ‘tag,’ and you can access them by entering “/” followed by a keyword. By sending stored messages, you not only react to an inquiry quickly, but you also save your support agent time and effort.
   
   

Want to get started with WhatsApp Business and scale along the way?

You’d want to consider power-up your WhatsApp with ChatDaddy. WhatsApp offers a remarkably wider spectrum of features and functionalities with ChatDaddy. From complete chat automation to high-quality templated communication, ChatDaddy can help you scale your business along the way.

Got more questions? Or want to give it a try? Schedule a meet with our team at ChatDaddy. We’d love to walk you through the limitless possibilities WhatsApp offers for a business like yours.

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