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Improving Customer Experience: A Hard Nut To Crack

Providing instant and quick brand communication and customer support service, it can be rightly said that the future of businesses is indeed WhatsApp chatbots.

You would notice every business reiterate via their words and actions that ‘their customer is the king’. This is the reason why businesses, irrespective of their sectors, work with a customer-centric approach. Hence, it becomes important for them to ensure that their user experience is seamless and high-end. Right from the time when they begin the interactions with their customers, guiding them throughout the purchasing path to convincing them to buy the product or service and feedback gathering; they ensure that the entire journey is smooth and optimized as this will eventually lead to customer engagement, loyalty and increased sales.

Till date, guiding customers through the sales funnel as well as resolving their query is important yet a tough nut to crack for businesses. The present times’ customer is digital, well-informed, and digitally literate. Hence, they demand high-end customer experiences. Understanding this and aiming to fulfill their requirement, businesses are keen to embrace WhatsApp chatbots as an effective solution.

WhatsApp chatbots: The new-age tool to offer improved customer experiences

WhatsApp being the most popular messaging platform was primarily used for personal communication. However, back in the year 2018, WhatsApp Business came into existence which helped connect businesses with their customers. This innovation also gave them an opportunity to experiment with chatbots on the instant messaging platform. In the present times, the Government, the corporate brands as well as the businesses across sectors have adopted the WhatsApp automation path for the sole purpose of offering high-end experiences to their customers.

WhatsApp presently boasts of an active 2 billion monthly user base at the global level. According to Market Watch reports, the global chatbot market is projected to reach $5638.64 million by the end of 2023 and will grow at a CAGR of 34.64%. WhatsApp chatbots occupy a prominent share in the global market. The report further points out that the APAC region is an emerging market and India specifically will show remarkable growth. The study also highlights that companies across sectors are increasingly incorporating WhatsApp chatbots primarily to achieve their objectives of enhancing customer interface and experience.

For businesses, WhatsApp chatbots are emerging to be a powerful tool to cater to their customers’ demands and build relationships with them. They are leveraging the power of technology, especially Artificial Intelligence to face the arduous challenge of offering improved customer experiences.

Swift FAQ response and 24/7 availability

When on-demand FAQ answering is automated through WhatsApp, businesses can communicate effectively with prospective as well as existing customer base. With WhatsApp chatbots, businesses can be available 24/7 for their customers and offer them round-the-clock assistance. In the presence of chatbots and live agents, customers have access to a live interaction experience and this makes them engage all the more. Hence, it would be appropriate to say that WhatsApp chatbots pave the way for excellent customer experiences.

WhatsApp chatbots offering personalized experiences

Conversational AI gathers valuable data about the customers such as their location, previous history, the device used, etc. It plays the role of an online sales executive and helps businesses in fostering personalized communication with their customers. Adding to it, the interactive messages templates offered by WhatsApp chatbot providers help businesses grow leads, increase their sales and offer high-quality customer experiences. They also help capture leads by integrating digital ads with a clear Call To Action to the WhatsApp landing page.

Managing customer queries and enabling online payments

WhatsApp chatbots help handle multiple customers queries in real-time and enable customer engagement. They reduce friction for customers while they make their purchasing decisions and even enable them to make online payments seamlessly. WhatsApp automation also helps offer value-added services such as notifications and updates. Since WhatsApp is a dynamic platform, the chatbots are agile and flexible and can be targeted as per customers behavior, purchasing history, and preference.

Summing up!

As WhatsApp continues to gain prominence as a customer engagement tool, the relevance of WhatsApp chatbots will surge significantly in the times to come. Since they offer a plethora of benefits, businesses are keen to incorporate them so as to seamlessly face the present time challenges and offer high-end customer experiences. Providing instant and quick brand communication and customer support service, it can be rightly said that the future of businesses are indeed WhatsApp chatbots.

Source: Business World

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