Did you know that your company can provide many successful services on WhatsApp without having to use up your operators, just by programming chatbots?
The story of this solution begins with what went live in 2018 and allowed companies to interact directly with their customers, through a simple application that can automate conversations based on messages sent by customers.
WhatsApp Business: the revolution in the world of contact centers
Initially, with the mobile app, it was possible to program simple automatic responses. Later, with the emergence of the WhatsApp Business API , companies were able to use a chatbot on WhatsApp to handle incoming messages and serve their audience 24 hours a day.
Main advantages of using chatbots on WhatsApp
In addition to establishing your company's presence belgium whatsapp data in an environment where 97% of Brazilians are (WhatsApp itself), the use of chatbots implies a series of savings, such as:
Reduction in cost per service;
Leaner infrastructure;
Reduction in operator rework;
In addition to being economical, chatbots make work more agile: did you know that between 70% and 80% of a call center's demand could be resolved by automated systems, as they involve simple and repetitive issues such as updating data and titles?
Omnichannel, robots and WhatsApp: perspectives for the contact center market
With the use of chatbots, only a portion of the services will require more complex service, provided by operators.
The artificial intelligence of chatbots is capable of providing personalized services that create a positive experience, making conversations on WhatsApp faster, more engaging and natural.
See 7 practical tips for providing customer service via WhatsApp
How to install a chatbot on your company's WhatsApp Business
Although it is already possible to register some automatic messages through the WhatsApp Business application, companies with a demand for more complex interaction in their call center will make better use of the service by creating chatbots capable of replacing human-to-human interaction in a considerable part of the demands.
As we mentioned at the beginning of this article, there is an official WhatsApp solution for creating chatbots, called WhatsApp Business API.
The first step to using it is to obtain authorization from WhatsApp (which can be done directly or with the help of a platform partner provider).