CBOT’s AI-based chatbot and virtual assistants are now helping the customers via WhatsApp
CBOT is one of the few companies that can access the official Whatsapp Business API integration. By this integration, the customers can learn their bank account balance, make money transfers or order a pair of new shoes just by chatting with the brands through app.
The Internet has changed again since 2008, the launch of the App Store by Apple. Now, the customers and the enterprises became “app fatigue” and people started to use messaging platforms more than any other network. We witness the rise of messaging as the new mode of interaction. Since 2015, the first time ever, the four top messaging apps (WhatsApp, Messenger, WeChat, Viber) surpassed the top four social networks (FB, Instagram, Twitter, Linkedin) in terms of global monthly active users. Changing communication habits enforced businesses to focus on messaging-based customer interaction. Now, businesses answer their customers’ questions, provide customer service, offer products & service through these platforms.
WhatsApp – the market leader
In the messaging platform’s market, WhatsApp is the most popular one with 1.5 billion users in 180 countries. India is the biggest market in the world for the app, with 200 million users. Considering the share of the population who are active WhatsApp users as of 3rd quarter of 2017, Turkey is the 6th country in the ranking with a 50% penetration. So, being “available” on WhatsApp is very important for businesses who aim to implement a multi-channel or omnichannel strategy.
WhatsApp Business App and WhatsApp Business API
WhatsApp Business App, announced to target small and medium size enterprises launched its Android version in early 2018 and IOS version approximately 1 year later, in early 2019 globally. The app provides many features to make businesses lives easier such as creating their business profile, saving and reusing the frequent replies, organizing their chats with labels and setting automated messages when they are unable to answer.
WhatsApp Business API, which targeted medium and large enterprises, was also launched last year. Through Whatsapp Business API, creating a company profile, sending and receiving messages, using message templates with end-to-end encryption, adding click-to-chat buttons on websites or Facebook and integrating the application into the internal systems is possible. These two launches were game-changing as they enabled businesses to connect with their customers through the most popular messaging tool, that is part of their everyday life.
How to get WhatsApp Business?
WhatsApp Business App can be installed free of charge. By this App, a catalogue can be created to showcase the products and services, messages can be automated and sorted.
WhatsApp can also help medium and large businesses. In order to have a WhatsApp Business API, companies need to contact with a Facebook Solution Provider.
How to use WhatsApp Business API?
Companies can use WhatsApp Business API for two reasons:
1- As a customer service channel:
Companies can respond the customer questions and requests through WhatsApp.
Within this scope:
- Agents can respond the customer questions by chatting through WhatsApp
- Instant customer feedback can be collected
- Customer complaints can be solved through one-to-one interaction
2- As a tool to send alerts and notifications to the customers:
After getting the opt-in, it is possible to send notifications and alerts to make customers lives easier. Companies can also use template messages enriched with pdf documents, images, video and location information.
With this feature, a company can:
- share delivery locations
- send e-invoice / e-delivery
- share pdfs and video to educate the customers
- send boarding passes and e-tickets
- send financial notifications
How much is charged for WhatsApp Business API?
WhatsApp Business App can be installed free of charge and companies benefit the features of this app. However, WhatsApp Business API requires a payment that depends on the model of the solution provider company.
The fee for WhatsApp Business API is based on the number of messages, but the pricing is decided based on the fact that the message is sent by the customer or the company. There are two types of messages in WhatsApp Business:
1- Session Messages:
If the dialogue is initiated by the custımer, and the company responds within the first 24 hours, it is called a session message. If the customer message is responded within the 24 hours the WhatsApp does not charge a fee for this message. However the solution provider can charge a fee. If the response time exceeds 24 hours, the company can send a template message and initiate a new conversation.
2- Template messages:
Template messages are sent by the company to the customers, in this case the conversation is initiated by the company. WhatsApp charges a fee for this kind of messages. the fee changes according to the country or the region that the message is sent to. Besides this fee, the solution provider company may charge an additional fee.
This information about pricing is shared to give a general idea in terms of the mostly applied pricing models. However, the prices implemented may change according to the solution provider and also may be updated by either WhatsApp or the solution provider.
Automated and intelligent interactions via WhatsApp Chatbot/Virtual Assistants
However, these are not sufficient for a business who aim to be more efficient while delivering enhanced customer experience. The best way of doing this is creating a WhatsApp Chatbot / Virtual Assistant that can be a rule-based one or powered by artificial intelligence. The companies can provide very efficient customer service, answer FAQs, perform transactions and provide advice through WhatsApp chatbot. From a comprehensive channel perspective, a successful chatbot that is already available on the company’s web page, Facebook Messenger or Google Assistant should cover WhatsApp as well. It enables the business automating the FAQs, integrating the chatbot into the internal systems and providing a seamless human handover. When the customers directly say or the bot understands that human help is needed. That makes the concentration of human agents on higher priority or complex tasks possible. This is a very powerful value proposition for the companies as a WhatsApp chatbot will not require the customer to switch between platforms to perform a specific task or just to get information. This helps the brands to engage their customers better and increase their sales and revenues. Also, as WhatsApp does not charge any fee to the responses made within 24 hours of a customer’s query, deploying a chatbot ensures that the interactions via chatbot will not require any per-message cost charged by WhatsApp.
CBOT- one of the few companies that can access the official Whatsapp Business API integration
CBOT, a leader conversational AI company, can provide all its AI capabilities through app. This integration is not only about offering access to the official Whatsapp Business API but also developing AI-based chatbot that function through app. Integrating its solutions to WhatsApp is a part of the company’s strategy which is supporting its partners’ omnichannel strategy by providing the solutions wherever the end user digitally lives. Besides WhatsApp, CBOT develops AI-based chatbot / virtual assistants functioning through the web page, mobile app, Facebook Messenger, Google Assistant, IVR, voice assistants and even Google RCS – it is one of the first 20 Google RCS partners. By just deploying CBOT’s chatbot, companies can handle FAQs and solve most of the customer needs through their mostly used platform and by the power of AI. CBOT handles the integration without creating any extra burden and cost to its partners.
CBOT is working on the projects that will enable the customers to transfer money, make loan calculations, find an ATM, order a pair of shoes by just chatting on WhatsApp. In the near future, we will see how WhatsApp, a major tool for human-human communication, will be a habit for B2C interaction as well.