Emerging from a pandemic: The power of WhatsApp Business APIs and Automation

The after-effects of SARS-Cov 2 seem to twirl in a chaotic loop when it comes to the operational workforce of so many brands globally. While we do our best to plan for when this pandemic truly “ends”, many teams are functioning in fragmented and unplanned systems to manage customer expectations, generate and manage leads in a time where CXM seems to be struggling to stay steady!

This is where brands can use WhatApp and its ad-free, direct, and personal communication status to reach over 1.5 billion users globally. The WhatsApp Business API makes for a great opportunity to help any brand, big or small to effectively manage customer engagement over chat – that coupled with powerful automation to provide a fantastic AI-driven customer assistant!

It is true that WhatsApp Business has some of the most stringent restrictions on the pushing of promotional content – in fact, you simply can’t. But don’t let that dampen your ambition. Firstly, the chatbot business is great for providing transactional updates, important account information and even highly available and consistent customer service. Brands like Nykaa and BookMyShow, KLM Airlines, ICICI Bank even have taken charge on WhatsApp by pushing updates on delivery orders, movie bookings, airline booking information, banking assistance and so much more. For a customer, it’s the instant and relevant information which they are thankful for. For you, it’s efficient dialogue – a key quality for brand building and customer retention.

Now imagine the plight of gaining the trust of millions of customers and not being able to respond to them because – sheer “volume!” It simply defeats the purpose of opening up another communication channel that isn’t managed. Which is why, you need automation. CXM platforms like Locobuzz Solutions use automation to help brands handle the volume of queries effectively and instantaneously. Customer Experience Platforms such as Locobuzz, often recommend the usage of a WhatsApp chatbot for brands for the same reason. According to numerous studies across the world, the use of chat messenger apps has increased to more than 50% of the average time spent, acting as popular touchpoints for many customers. In fact, Saujanya Shrivastava (Group CMO, MakeMyTrip) states that the company saw a 15% reduction in refund-related calls to their customer care offices because they introduced customer support over WhatsApp.

If you’re a brand builder or a marketer, don’t be bummed out by what seems to be a bland, transactional relationship. Take Absolute for instance: To market their brand-new Vodka in a WhatsApp campaign, consumers would interact with a chatbot who paraded as a club bouncer named ‘Sven’. The brand pushed users to send texts, voice notes, photos, and videos to convince Sven to get entry passes for the brand’s exclusive party. Chatbots like the ones that are created at Locobuzz thrive on countless seamless journeys that automatically transfer to a human agent if a bot cannot understand a query. For many large firms, the WhatsApp chatbot integration allows responding to customers within 24 hours, without any extra cost.

Chatbot services are useful to brands irrespective of the size and influx of customer traffic they receive. For SMEs, the cost-effectiveness of chatbots is always a good investment. Tools like Locobuzz, make it is possible to instill chatbots on websites, apps, Facebook and Twitter, WhatsApp and LINE messengers and manage them all on a single workable dashboard. Bots integrated with any complex response management workflow systems help brands monitor TAT scores and customer analytics. Not only are you able to gather real-time data on user insights, but also location data, sentiment analysis, tag clouds, and active conversations – all through chatbots alone!

In a time where people are emerging from the aftereffects of a global pandemic, few things tend to stay, such as – Automation, Chatbots, and messaging apps. These will most certainly remain a critical part of business-to-customer interaction where customers have direct access to a brand on their personal devices. This dynamic change is enabling brands to explore a whole new face of customer experience management.

So, what are you waiting for? Sign up with Locobuzz already!


LOCOBUZZ IS A SAAS PLATFORM THAT CONVERGES WITH TECHNOLOGIES SUCH AS AI, ML, BIG DATA AND ANALYTICS. A PLACE WHERE CHATBOTS ARE NEAR-HUMAN, AND HAVE POWERFUL CAPABILITIES TO BE INTEGRATED ON WEBSITES, APPS, MESSENGERS. THE LOCOBUZZ CHATBOT IS DESIGNED TO DELIVER FINE CUSTOMER EXPERIENCE AND CONTINUES TO BE A COST-EFFECTIVE INVESTMENT WITH ASSURED ROI FOR BUSINESSES INVESTING IN THE FUTURE OF BRAND BUILDING. CONNECT WITH US ON WWW.LOCOBUZZ.COM FOR MORE INFORMATION ON HOW OUR CHATBOT CAN HELP YOUR BRAND STAND OUT TODAY.


Nishevita Aiyer
Client Relationship Manager
Locobuzz Solutions Pvt Ltd

References-
Financial Express

Business Insider