WhatsApp has over 2 billion users worldwide. That makes it an important channel for businesses to use in 2024. Whether through chatbots or personalised message templates, WhatsApp lets companies help customers faster and more easily. Here are 10 ways for businesses to use WhatsApp chatbots and templates in 2024.
5 WhatsApp chatbot ideas for businesses
Virtual assistant
Firms can set up a dedicated chatbot on WhatsApp as the first point of contact when users message them. Insurers can build WhatsApp chatbots to help customers with policy details, or to answer FAQs about claims and policies quickly. Since introducing WhatsApp, Affinity Health has made healthcare and insurance even more accessible. It has also cut customer service costs by 73%.
Personal shopper
Retailers can build WhatsApp chatbots to guide customers through their shopping. The bot can suggest ideal products and promotions based on the customer’s replies. Toys “R” Us chose Cue to set up its WhatsApp Business account. It built an interactive web, chatbot and live chat solution, and has seen a 40% rise in engagement rate.
Tech troubleshooting
Internet Service Providers (ISPs) can set up automated troubleshooting for common connection, speed or bandwidth problems. These problems grow through the year as families stream, game and video chat. The chatbot can walk users through router restarts, WiFi extensions and tips to cut household bandwidth use. It can also tell them when to request a technician.
Post-purchase support
Retail businesses can offer post-purchase chatbots to manage order problems. Chatbots can give self-service options to track shipping, change addresses, return or exchange items, and more. Customers do not have to call support.
Student admission guidance
Education providers can create a chatbot to handle the rise in enquiries from prospective students and parents. It can cover entry criteria, application deadlines, open house dates and scholarship options. Richfield introduced WhatsApp and saw a 7x rise in response rate and a 65% rise in call-to-action conversions. It also beat its sales targets by more than 100%.
5 WhatsApp template ideas for businesses
Insurance authentication templates
Insurers can set up secure OTP login flows. Customers can then access policy documents, track claims or make payments instead of calling call centres throughout the year. This eases the strain on customer support teams and helps resolve queries faster.
Car service reminders
Automotive businesses can send service reminder templates to remind customers about vehicle servicing throughout the year. The message could offer booking options, service centre details and exclusive discounts on maintenance. Since switching to WhatsApp, AutoZone has cut email and phone engagements by 40% while growing overall engagement by 13%.
Holiday greetings
Firms can send WhatsApp greetings before the holidays. These can tell customers about closing dates and wish them well. Logistics businesses can use marketing templates to share holiday opening hours, with relevant FAQs and useful links to track shipments.
Convenient HR and payroll services
Firms can let staff access payslips, discuss leave or raise queries with HR through WhatsApp. Using WhatsApp for employee management makes it easy for HR to work with the team.
Claims management and policy renewals
Insurers can send customers personalised template reminders to renew policies throughout the year, and help them with claims. Since switching to WhatsApp, Hollard Insurance has increased survey responses by 5x and encouraged more engagement.
