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How does WhatsApp API help in customer support automation?

Customer engagement methods can’t afford to nap in today’s fast-paced, 24/7 online world. Imagine a customer needs help with one of your products for that big event first thing in the morning. What will they do? No, they will not waste time scouring through your website; they will simply click on the “Chat” icon, type the query and wait for the answer.

If they do not get an instant response, what happens next is they decide whether to continue to be your customer the following day. If you respond to your customer’s queries in real time, you will most likely retain them over your competitor.

Today’s tech-savvy customers are already fans of live chats over other communication channels, and why not? The problem is 24/7 customer support is expensive to maintain; too expensive for more small and mid-size businesses.

The solution is, of course, WhatsApp Business API. It is quick, discreet, and makes much more sense than hanging on to a call while an automated voice tells you how important you are to them. Today, more businesses are using business chatbots to increase their engagement rate.

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With API WhatsApp chatbots, you can instantly address queries from your customers at scale and expand your business reach. WhatsApp chatbots can hold automated conversations with your customers, thereby mimicking regular human interaction. To briefly understand how chatbots can help you with customer support automation, continue reading!

It helps automate the entire flow of messages

With AI chatbots, you can set up custom message flows. It is mainly useful when dealing with repetitive tasks and frequently asked questions. Chatbots can reply to users and provide them with information based on the keyword or instruction in the message.

The replies are sent out instantly, eliminating the need for a dedicated human resource. Additionally, the chatbots can be programmed to FAQs, share resources or even raise tickets in case the customer is unsatisfied with the response. Hence, AI chatbots can make the entire customer experience efficient and seamless.

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Helps automate the sales process

With AI chatbots, like WhatsApp bots, you can automate the entire sales process and make it human intervention-free. The bots can be programmed to ask about the customer’s intent, display the catalog, provide alternative products, compare features of two different products, offer assistance in choosing the right product, enable instant check-out, and whatnot. With AI-powered chatbots, you will have a salesperson available 24/7 to serve your customers in every possible way.

It helps send real-time order status to keep your customers informed

A key to good customer service is keeping your customers updated about the progress of their orders. Sending alerts to inform your customers of the status of their orders is another method of using AI-powered WhatsApp API.

With chatbots, you can send shipping details, order confirmations, and estimated arrival time and date of the package to your customers. Hence, with automated chatbots, you can inform customers of the whereabouts of their shipments.

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Help you send timely reminders

Another popular way of using WhatsApp Business API is to send notifications and reminders to your customers or prospects about upcoming events, discount offers, appointments, or tasks they are yet to complete.

Take, for example, a WhatsApp reminder sent by an eCommerce store to a customer reminding them to check out their cart or informing them that the product they have on their Wishlist is now available. Doing this is undoubtedly a great way to engage with our customers and enhance their user experience.

For the success of your business, it is vital to enhance your customer experience and engagement strategies. So, if you still need to implement AI chatbots in your business, consider it now and reach out to your customers on platforms that are already active. This way, you can build a more robust and stable relationship with your customers.