New generation customer-service communication By WhatsApp Business

WhatsApp chatbots have proved to be an advantage for businesses by enabling them to engage with customers – from providing personalized service to building relationships, driving sales, and increasing brand visibility. 

Let it make simple and clear, WhatsApp chatbot is a software program which runs on the encrypted WhatsApp platform. WhatsApp users can communicate with a chatbot through the chat interface as they would talk to a real person.

A WhatsApp chatbot is a service powered by rules and sometimes artificial intelligence that runs on a WhatsApp platform. Users communicate with a chatbot via the chat interface, like how they would talk to a real person. In 2018 WhatsApp announced the official launch of its platform made for business.

Almost everyone from the world is on WhatsApp - from old school friends to new acquaintances, family and relatives, boss, ex-boss, colleagues, clients, crush, spouse, partner, and even popular brands and businesses. 

That’s right. One can buy a bus or plane or movie ticket, get updates about car repairs and the next vacation, browse and buy beauty products and jewelry, raise funds for social causes or pet projects, order weekly groceries, monitor investment portfolios, pay mobile phone bills and even opt-in to learn new recipes and receive customized discounts, receive customer support, provide feedback or access FAQs - these all from one single chat platform.

Of course, Businesses should be on WhatsApp because that’s where their customers are available. After all, it is currently one of the biggest social networks on the planet with over 2 billion global users, more than 280 million of whom are in India alone, with chat or messaging proving to be the most common way people choose to connect.

Mark Zuckerberg, Founder, Chairman and CEO of Facebook (that also owns WhatsApp) has stressed early on that people should be able to communicate with their favorite brands the same way they communicate with their friends - it is something the company is continuously trying to facilitate and optimize.

In 2018, they launched WhatsApp Business, a separate app that runs the same way regular WhatsApp does, but with it, businesses can use a single phone number to connect with all their customers who use the regular WhatsApp app. It also allows them to have a distinct business profile, showcase products, and services and eases interaction management through labels and quick replies (frequently sent messages that can be turned into templates). It is perfect for small businesses, solo-entrepreneurs, and professionals. However, for bigger brands and businesses with thousands of customers who may reach out at any time for various reasons a simple WhatsApp Business app doesn’t quite cut it. They need to be able to direct a customer’s attention, give the right updated information, and create a consistent experience. 

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