WhatsApp Marketing Automation
WhatsApp, launched in 2009, is a messaging application that allows everyone worldwide to communicate with each other for free. Despite having an incredible fan base (almost 79 million users in the US alone in 2021), you may wonder what makes this app so appealing for businesses. Many businesses have a common question in mind: Should they use this app for their business?
Similar to Facebook and Instagram, WhatsApp also has marketing tools specifically designed for small businesses, integrated into its Business app. Companies can utilize WhatsApp to connect with shoppers and potential customers, enhance interaction, and provide quick responses, thereby increasing sales.
Let’s take a closer look at WhatsApp automation and explore how you can use it to enhance your marketing and customer service communications.
What is WhatsApp Marketing Automation?
WhatsApp is much more than just an ordinary messaging app. Brands can automate all conversations and message flows using WhatsApp API, WhatsApp Business app, and chatbots. To do this, businesses can apply for WhatsApp Business API, which adds certain automation features on top of the WhatsApp Business app. Some marketing automation features that can be used with WhatsApp include:
- 🦾 Automated message flows: With WhatsApp API, you can create custom message flows of any size, including conversations. You can set up automated responses for FAQs, list customer service hours, or configure any response that reduces customer wait time.
- 🛍️ Automated sales process: You can automate your sales process with a WhatsApp chatbot. The bot can ask questions about the customer’s intent, showcase product catalogs, assist in product selection, and even enable instant payments.
- 🤖 Pre-defined message sending: Using WhatsApp API, you can create proactive message templates for customers who prefer to receive updates related to orders, appointments, service requests, or payments.
- 🔊 Interactive Voice Response (IVR) call routing: With this feature, you can redirect phone calls to WhatsApp. You can assign a number in your IVR system to ask the user if they would like to continue the conversation on WhatsApp. If they accept, they are automatically redirected to WhatsApp and can continue the conversation with a representative or chatbot.
These automation features empower businesses to streamline their communication, enhance customer experiences, and drive more efficient marketing and sales processes on WhatsApp.
Why Should You Use WhatsApp for Marketing?
Through WhatsApp, businesses can establish customer communications. These include messages such as shipping updates, appointment reminders, order notifications, ticket or flight cards, product promotions, surveys, and support messages.
As part of the Facebook ecosystem, WhatsApp provides support for Facebook Shops. This support allows customers to send messages to a business via WhatsApp for inquiries about products they see on the Shops.
📈 Increase Efficiency with Automated WhatsApp Marketing
One of the biggest advantages provided by WhatsApp marketing automation is the ability for businesses to reach a wide customer base quickly and effectively. WhatsApp is a popular messaging platform actively used by billions of users worldwide. Therefore, engaging with customers directly through WhatsApp presents significant potential for businesses.
Automated WhatsApp marketing messages enable businesses to send automated messages to customers at specific times or in response to specific events. For example, an automatic response message can be sent when a customer requests information about a product or signs up for an event. These automated responses allow businesses to quickly respond to customer inquiries and enhance the customer experience.
🧩 WhatsApp Business API and CRM Integration
A business can use the WhatsApp Business API to send automated messages, including sending automatic messages in response to specific events or customer interactions. For example, when a customer asks a question or requests information about a product via WhatsApp, an automatic response message can be sent. These automated responses enable businesses to communicate with customers quickly and provide instant responses to inquiries.
The WhatsApp Business API also provides advanced features for managing customer requests. Businesses can label, prioritize, and route incoming messages to different departments. This allows for better tracking of customer requests and streamlines the customer service processes of the business. Additionally, with the reporting features provided by the WhatsApp API, businesses can monitor customer interactions and evaluate their performance.
When integrated with a CRM system, the WhatsApp Business API helps businesses manage customer relationships more effectively. Customer data is synchronized with the CRM system, allowing businesses to perform customer segmentation, send personalized messages, and engage with customers in a more interactive manner. This integration enables businesses to build deeper relationships with customers and enhance customer satisfaction.
WhatsApp for Customer Service
WhatsApp marketing automation for customer service helps businesses manage customer requests more efficiently. While automated responses provide quick answers to customers, customer service representatives can allocate more time and energy to solving complex issues. This results in a better customer experience and increased customer loyalty.
Automated responses enable businesses to provide instant answers to customer questions. Predefined rules and templates for automated responses ensure that customers receive quick answers to frequently asked questions. This increases customer satisfaction and instills trust in customers as they see that the business responds promptly and effectively.
WhatsApp marketing automation also enhances the efficiency of customer service representatives. The ability to communicate with multiple customers simultaneously allows the customer service team to handle more requests. Businesses can manage customer inquiries more effectively, prioritize them, and reduce response times. This reduces customer wait times and increases satisfaction.
🤗 Efficient Communication with WhatsApp Business Inbox
WhatsApp Business Inbox enables businesses to provide a more efficient customer service experience. With multiple agents being able to communicate with customers simultaneously, quicker responses can be provided, and customer requests can be resolved faster. This increases customer satisfaction and strengthens the relationship between customers and the business.
WhatsApp Business Inbox helps businesses manage customer requests more effectively. This feature is particularly advantageous for businesses operating during peak demand periods or with a large customer base. Businesses can better organize requests, filter them based on specific criteria, and respond to them in a more systematic manner.
HeloRobo is a leading solution provider in WhatsApp marketing automation. It assists in growing your business with features such as customer service, CRM integration, and automated WhatsApp marketing. With the powerful tools offered by HeloRobo, you can establish a closer relationship with your customers, increase sales, and strengthen your brand by effectively utilizing WhatsApp.