WhatsApp Business Automation: Use Cases and Examples
One of the most important things you can do for your business is to automate your processes and make them as efficient as possible. This will save you time and money in the long run.
Do you know that it is possible to use WhatsApp to automate your business communication?
The WhatsApp team has been working hard to make it easier for businesses to automate certain conversations.
With the introduction of the WhatsApp Business API and Team Inbox, companies can take advantage of various tools for automating their internal operations.
What Are WhatsApp Business Automation?
WhatsApp Business automates messaging by sending pre-written responses to incoming customer inquiries. This feature is designed to help businesses save time and money while still delivering quality customer support.
The automated reply feature lets you quickly respond to questions about products and services via WhatsApp. You can even include images and videos to give potential customers a better understanding of what your business offers.
You can use automated replies to answer common customer questions, such as
- “How much does it cost for this product?”,
- “What time does the store open?”,
- “How long will it take to deliver?”, etc.
Real-Life Examples & Use Cases of WhatsApp Automation
Here are some of the featured brands that used WhatsApp automation to improve their customer service and overall sales.
Decathlon is a well-known sporting goods retailer that has branches in many countries worldwide.
As part of its commitment to providing excellent customer service, Decathlon includes telephone and email support 24 hours a day, seven days a week. However, these channels slow down their response times.
To improve the quality of its customer service, Decathlon introduced WhatsApp in April 2016.
They used a combination of automated workflows and human intervention to help the team better manage the flow of customer requests.
This resulted in a 50% decrease in average handling time and, for agents, a 98% reduction in time to respond.
AirAsia customers can now send personalized text messages to the support team using WhatsApp, known as AirAsia Virtual Allstars or AVA.
When customers send a message to AVA, they receive an automated welcome greeting from an AirAsia representative.
Then, they can choose to ask a question about flight status, book tickets, or make other queries. The system automatically sends back a pre-written response based on the type of inquiry.
In addition to saving time, this approach also helps reduce the number of unanswered calls.
It has been estimated that more than 90% of all AirAsia customer inquiries are answered within five minutes.
Bankia is the 4th largest Spanish bank, and they aim to provide its customers with easy access to information about their accounts and products and the ability to manage their finances online.
For instance, Bankia sees WhatsApp as a great way to help people understand how to apply for a home mortgage loan.
Bankia created an automated loan approval process on WhatsApp. It wanted to ensure customers could apply for loans via the messaging app.
As a result of this implemented WhatsApp automation, it only takes 2 minutes for replies, and the engagement on WhatsApp has increased three times compared to other channels.
WhatsApp automation is a powerful tool that businesses can use to enhance customer experiences.
However, there are some things to keep in mind before implementing it:
- Make sure you understand what you want to achieve with automation.
- Choose a solution that will fit into your existing workflow.
- Test it thoroughly before rolling it out.
- Don’t forget to measure results once you have implemented the WhatsApp automation!
At Salt Tech, we believe technology should enable businesses to do more, faster, and smarter. So we offer digital solutions that empower our customers to automate repetitive tasks, create custom apps, and connect marketing workflows together.
Reach out to us at salttech.my so we can help you get started!