With a massive 2.78 billion users worldwide, WhatsApp isn't just for chatting with friends anymore. It's also becoming a popular choice for businesses. Businesses increasingly use WhatsApp to be creative, work efficiently, and connect better with customers. Every , people send over 175 million messages to WhatsApp Business accounts. This isn't just in big cities – whether in Indonesia, Mexico, the US, or the UK, digital communication is a big part of daily life.

WhatsApp offers businesses a direct way to stay in touch with their customers, no matter where they are. In today's highly connected world, this is super important.

What is WhatsApp Automation?

WhatsApp automation means using special tools and systems to enhance communication. This involves sending personalized messages instantly and handling customer chats automatically, making things easier for users.

When businesses automate various tasks and interactions on WhatsApp Business, it's referred to as WhatsApp Business automation.

WhatsApp Business API is a specific version of WhatsApp tailored to assist businesses in communicating with their customers more efficiently.

By incorporating automation, businesses can improve customer satisfaction, operate more efficiently, and save time.

Features of WhatsApp Business API and Deciding firmly upon WhatsApp Automation

Proactive Messaging

Suppose a customer seeks updates on their order, service request, payment, appointment, etc. In that case, you can utilize the WhatsApp Business platform to send them messages proactively without needing their prompt.One of the leading cloud communications platforms, Plivo, published a detailed guide on WhatsApp Business API, which would be a good resource to understand how to integrate and use it effectively for your business communication needs.

Message Flow Automation

The WhatsApp API enables you to design any message flow and respond to customer inquiries. Automation aims to manage interactions, conversations, and engagements without human intervention.

Automated Sales and Marketing

Businesses can establish sales and marketing processes through WhatsApp chatbots. These chatbots are capable of understanding customer preferences, recommending products, assisting in item selection, and facilitating seamless purchases.

The best part is that you don't have to be a developer to create your own chatbot if you use platforms like Chatfuel or SendPulse. SendPulse is an official WhatsApp business provider that lets you create a WhatsApp chatbot or even integrate it with .

Interactive Voice Response (IVR) Call Deflection

You can employ the WhatsApp Business API to transition customers from phone calls to WhatsApp. The IVR system can inquire whether users wish to continue chatting on WhatsApp. If they agree, they're seamlessly redirected to the WhatsApp chatbot.

Advantages of Doing your Best with WhatsApp Business Automation

Here are the top advantages of using WhatsApp automation:

  1. Automation helps your business stand out in a ahead-of-the-crowd market where rapid responses to progressing trends and customer needs are a must-have for staying ahead.
  2. Quicker response times are made possible through automation. Customers crave swift answers, and WhatsApp automation delivers exactly that.
  3. With the WhatsApp Business API, you can establish automated marketing campaigns on WhatsApp to effectively reach your primary customers.
  4. It grants your team more time to address necessary matters. Automating WhatsApp tasks frees up useful time for your team to concentrate on other important tasks.
  5. It improves your conversion rates. Satisfied customers are more inclined to make purchases from you and remain loyal to your brand. With automated WhatsApp messages, you can smoothly unified guide customers through the sales process, bringing them closer to making a purchase.

7 Powerful Use Cases of WhatsApp Business Automation

Here are some common ways WhatsApp automation is utilized:

1. Welcoming New Customers

Automated WhatsApp messages can greet new customers who've engaged with your business. These messages are triggered when a customer initiates a conversation with your team.

It's a great way to welcome individuals interested in learning more about your offerings. For instance, Air Asia Support sends an automated greeting message when a customer reaches out to them on WhatsApp.

2. Setting Out-of-Office or Away Messages

Away messages are automatic messages that are sent out whenever a customer contacts your business outside of regular hours. They serve as a note, letting customers know that their message has been received and that you'll get back to them soon.

These messages are incredibly helpful for keeping customers engaged and ensuring that none of their messages slip through the cracks.

3. Sending Delayed Notifications During Peak Hours

When your chat queue is busy, and all your agents are assisting other customers, you can send automated WhatsApp messages to inform customers that immediate assistance isn't available. However, you promise to help them within a specified timeframe.

Customers appreciate honesty and prefer that are transparent about when they'll receive assistance.

4. Setting Quick Replies to Answer Customer FAQs

This feature simplifies managing customer FAQs. You can create, modify, and save these messages to send whenever customers inquire about common questions.

Saving these messages benefits your team as they can promptly address FAQs, freeing up more time for other important tasks. For example, airlines frequently utilize automated messages to respond to customer FAQs.

5. Sharing Order Tracking Details

WhatsApp automation is useful when you need to keep customers informed about their orders. Through automated messages, you can provide updates to customers regarding the status and whereabouts of their shipments.

6. Sending Timely Reminders

Another common use of WhatsApp Business automation is sending customers notifications and reminders. These could include updates about upcoming events, appointments, tasks to be completed, or special discount offers they shouldn't miss out on. It's an excellent way to keep customers engaged and enhance their experience.

For instance, Indigo could send a WhatsApp reminder to a customer, prompting them to complete the web check-in for an upcoming flight.

7. Sharing Discounts and Offers

WhatsApp automation is a powerful tool for swiftly sharing discounts and offers with customers. Messages containing discounts and offers are termed promotional messages, as they aid in increasing sales.

You can utilize automated WhatsApp messages to notify customers about the discounts and offers available to them. WhatsApp messages are typically opened promptly. Regular users of the app prefer receiving promotional messages via WhatsApp rather than through other channels.

For instance, Deyga, a skincare brand, utilized WhatsApp automation to inform its customers about a discount they could avail themselves of.

In conclusion, WhatsApp Business Automation offers numerous opportunities for businesses to streamline operations, improve customer interactions, and enhance efficiency.

By harnessing automation, companies can efficiently handle customer inquiries, provide timely updates, and drive sales through personalized messaging and chatbot assistance.

The potential is vast, from automating responses to common queries to seamlessly integrating WhatsApp into customer service workflows.

Embracing WhatsApp Business Automation helps businesses stay competitive and ensures a smoother, more convenient experience for customers.

As progresses, integrating automation into WhatsApp business will become increasingly crucial for companies aiming to thrive in today's digital landscape.

With the right approach and tools, businesses can unleash the full potential of WhatsApp Business Automation to accomplish their objectives and delight their customers.

 

WhatsApp Business Automation