One of the biggest advantages of using WhatsApp Business is its ability to set up automated messages to simplify sales, marketing and customer support. Here’s a look at some usage cases and examples of how brands benefit from WhatsApp Business automation features.
From customer service to sales and marketing, there are many important aspects of running and promoting business on WhatsApp – each important in its own unique way.
As an employer, trying to deal with them all on your own is not a piece of cake. Even large companies with specialized departments can use an additional pair of hands every now and then to accumulate work.
Enter Automation in WhatsApp Business
Automated WhatsApp Business messages are pre-programmed responses sent to messages from potential or existing customers on WhatsApp Business.
These responses are prepared in a way that is sent automatically, without the need for any intervention from a human agent.
One way to automate WhatsApp Business is through keywords. You can program it so that a pre-defined response is sent when a particular keyword is discovered in the message.
One direct example would be the simple phrase “hello” sent from the customer to the brand. When the keyword “hello” is discovered, an automatic response is sent.
Regardless of the initial preparation of this response, there is no effort required of anyone. Sure, it only takes a few seconds to create a quick response, but these seconds add precious time, especially if you’re dealing with dozens or even hundreds of queries every hour.
There is another way automated messages work on WhatsApp Business. This works through WhatsApp integration with, for example, a crm platform.
WhatsApp Business Benefits
Why invest time and effort in setting up WhatsApp Business automation? because of the benefits it offers to the business. Here are three of them:
WhatsApp Business automation reduces response time
75% of consumers expect companies to respond within 24 hours, while 35% expect to wait a maximum of one hour. The faster the response time, the more satisfied the customer is.
WhatsApp Business automation frees your agents for the toughest problems
Instead of responding to common queries, which can be easily handled by automating WhatsApp Business, your customer service agents can use overtime to deal with the most pressing things, such as situations that require their attention.
WhatsApp Business automation increases conversion rates
Happy customers tend to buy more and have a greater chance of becoming frequent and loyal customers. By automating WhatsApp responses, you can effortlessly guide customers to the sales conversion path and encourage them to buy from you.
If you’re keen to start creating WhatsApp automated messages, it’s important to know that the best way to take full advantage of them is via WhatsApp Business API.
Most automation features in WhatsApp Business can only be implemented through API integration. Although you can also set up automatic messages on the free WhatsApp app, you’re more restricted in terms of options and scope.
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