How to Build Automated Chatbots Using WhatsApp Business API
20 Feb 2023
Chatbots have revolutionised how businesses interact with customers, providing quick and automated responses to common queries and freeing valuable human time for more complex tasks.
With the introduction of the WhatsApp Business API, chatbots can now be integrated with the world’s most popular messaging platform, giving businesses a new way to reach out to customers and provide enhanced customer service.
The WhatsApp Business API provides a set of tools and services that enable businesses to communicate with their customers via the WhatsApp platform.
This API can be used to build chatbots that interact with customers in real-time.
These chatbots can answer customer questions, provide information, and guide them through processes such as making reservations, placing orders, and tracking deliveries.
In this article, we’ll explore how you can best use WhatsApp Business API to build a chatbot.
WhatsApp Chatbot: What Is It?
A WhatsApp chatbot is an automated software that uses artificial intelligence (AI) to communicate with users via the WhatsApp messaging platform.
It works by using natural language processing (NLP) algorithms to understand the customer’s request and provide a relevant response.
The chatbot can be programmed to handle a wide range of inquiries, including frequently asked questions, product or service information, and even handle sales and customer service inquiries.
The Benefits of WhatsApp Chatbots
Improved customer experience: Because they can respond quickly, WhatsApp chatbots provide customers with a more efficient method for obtaining support and information.
This results in a better customer experience, which leads to higher customer satisfaction and loyalty.
Increased efficiency: By utilising WhatsApp chatbots, customer service teams can automate routine customer inquiries and free up their staff to handle more complex issues.
This helps to increase the overall efficiency of the support process, as well as the satisfaction of customers due to a faster response rate.
Round-the-clock availability: WhatsApp chatbots are available 24/7, allowing customers to get the information they need at any time, even outside of business hours.
Cost savings: Implementing a WhatsApp chatbot can reduce the need for additional customer support staff, saving businesses time and money.
Data collection: WhatsApp chatbots allow businesses to collect valuable customer data, including feedback and inquiries.
This data can help businesses improve their products and services and understand the needs of their customers more accurately.
Reach: WhatsApp has a large user base, with over 2 billion active users worldwide.
By using a WhatsApp chatbot, businesses can reach many potential customers in a way that is convenient and accessible.
Steps to Building a WhatsApp Chatbot
Step 1: Obtaining a Business Account
The first step in building a chatbot is to obtain a business account.
To get your own WhatsApp Business account, simply follow these steps:
First, download the WhatsApp Business app from either the Google Play Store for Android devices or the App Store for iOS devices.
After downloading the app, you can start setting up and customising your business profile with information such as your business name, description, and contact details.
This will help customers easily identify and contact your WhatsApp Business account.
Once you have completed the setup process, you are now ready to start using WhatsApp Business to communicate with your customers.
Step 2: Creating a Chatbot
When it comes to creating a chatbot, you have two options—coding it or using a convenient and efficient no-code chatbot platform.
At Moobicast, we highly recommend the latter.
Moobicast can assist you in getting your bot up and running quickly, so your customers can enjoy the benefits of your chatbot sooner than if you choose to develop it yourself.
Furthermore, we supply you with comprehensive analytics about your customer conversations, helping you assess the efficacy of your WhatsApp messages.
Step 3: Integrating with a WhatsApp Business API
Once you have obtained a business account and a WhatsApp Business solution provider, your account is ready for integration.
Moobicast has all the resources you will need to successfully run your WhatsApp chatbot with ease and create promotional campaigns.
With our interface, you can measure the outcomes of your campaigns and develop stronger customer connections.
This helps to ensure that your WhatsApp chatbot is running effectively and efficiently, allowing you to maximise the potential of your promotional campaigns and grow your business by building strong connections with your customers.
Step 4: Training the WhatsApp Chatbot
Training a WhatsApp chatbot involves defining the types of customer queries it will handle and creating appropriate responses for each query.
Here are the steps to train your WhatsApp chatbot:
Identify common customer inquiries: To start, you need to identify the most common customer inquiries.
This can be done by reviewing customer support logs or conducting customer surveys.
This information will be used to create a list of common queries and help you define the types of information the chatbot will need to provide.
Define responses: Based on the common customer inquiries, you will need to define a series of responses for each query.
These responses should provide accurate and relevant information to the customer and be easy to understand.
It’s also important to consider the tone and language used in the responses, as this can significantly impact the customer experience.
Build the chatbot: Once the responses have been defined, you will need to create the chatbot to provide these responses when triggered.
This can be done using rule-based systems, machine learning algorithms, or natural language processing techniques.
The specific method used will depend on the complexity of the customer inquiries and the sophistication of the chatbot platform you are using.
Test and refine: After the chatbot has been programmed, it’s important to test it to ensure it is providing accurate and relevant responses.
You may need to make adjustments and refinements to improve the chatbot’s performance.
Step 5: Deploying the Chatbot
Once the chatbot has been trained, it is ready for deployment.
This can be accomplished by deploying the chatbot directly on the WhatsApp platform using the WhatsApp Business API, allowing customers to interact with the chatbot via the WhatsApp app.
Building a chatbot with a WhatsApp Business API is a simple process with significant benefits for businesses.
Chatbots can help businesses improve customer service, increase customer satisfaction, and save costs by automating service tasks and providing quick and accurate responses to consumer enquiries.
With the rise of messaging platforms like WhatsApp, the use of chatbots in business is only set to increase, so now is the time to start exploring the opportunities that the WhatsApp Business API has to offer.
Keeping in touch with your consumers is easier than ever with Moobicast.
Our interface allows customers to engage directly with your platform, simplifying the management of customer relations and eliminating the need for your agents to transition between systems.
If you need help getting started with your WhatsApp or SMS API in Singapore, feel free to contact our customer service team through WhatsApp or SMS at +65 8799 6394.
Alternatively, access our online support for more information.