WhatsApp automation and how it helps SMBs scale their growth

Why WhatsApp automation is a game-changer for businesses

Around 39% of users prefer to use WhatsApp as a customer service channel. Here are the reasons, why WhatsApp Automation serves as a crucial tool for businesses:

5. Personalized responses

WhatsApp can be integrated with CRM systems, allowing you to send personalized messages to your customers. These messages can include birthday wishes, personalized offers, and recommendations tailored to their purchase behavior.

For example, "Hey Customer Name, wishing you a very Happy Birthday. Here is a special offer from us on your special day."

1. Chatbot and AI

Chatbots and AI agents can be used to handle more complex customer queries.

Chatbots can understand user queries and commands and answer complex questions, such as product recommendations or processing transactions. Research shows that WhatsApp chatbots have a conversion rate of up to 28%.

‍

Additionally, by using the efficiency of machine learning algorithms and Natural Language Processing (NLP) technology, they can generate personalized responses to create an engaging experience.

2. Workflow automation

To automate specific tasks or processes, you can automate the workflows.

This involves setting up rules and triggers that initiate a particular response based on the user interaction or predefined rules.

For example, you can create a workflow to send order updates or appointment reminders to your customers automatically.

3. Broadcast and group messaging

By setting automated broadcast and group messaging, you can send targeted messages to multiple contacts simultaneously.

These messages can be related to marketing campaigns, promotions, or product updates.

4. Drip sequences

Using drip sequences, you can send messages using conditional if/then triggers.

These are ideal for:

• Lead nurturing
• Abandoned cart recovery notifications
• Follow-ups post-purchase
• Reminders and status updates

Yoou can trigger these sequence messages from a WhatsApp Business API tool like Gallabox:

5. WhatsApp Flows

With WhatsApp Flows, you can create engaging forms to let the customers complete the actions within the chat.

Flows can be used for:

• Automated Responses to Common Queries
• Appointment Booking
• Lead Qualification
• Updates on Order Status
• Product Catalogs
• Automated Feedback
• Renewal of Subscriptions or abandoned carts

Setting up WhatsApp Business API Account

3. Configuring templates

Look through the templates and find the templates ideal for a specific task. For different events across the customer journey, including service reminders, delay alerts, and status changes.

1. Choose a dependable WhatsApp automation platform

To ensure efficiency in WhatsApp automation efforts, you should first look for a reliable WhatsApp automation platform. Pick a platform that:

• Offers a variety of features for effective implementation; auto-reply, message scheduling, segmentation, drip campaigns, no-code chatbots
• Provides seamless integration with existing business tools including CRM, ERP, or logistics software.

2. Keep customer experience a priority

Make sure that the messages are relevant and sent at the right time. Here are the tips you can follow:

• Maintain optimum frequency so as not to overwhelm your customers.
• Make sure that you send messages at the ideal local time to increase engagement.
• Create customer segments and deliver targeted messages that resonate with the ideal customer profiles (ICPs).
• Keep a clear call-to-action to guide the customer about the next steps.
• Train the staff to ensure a seamless blend of automated responses and human interactions.

3. Maintain clarity in messages

Well-written messages that are both informative and persuasive bring the maximum value. Here are some ways you can craft well-written messages:

• Avoid using industry jargon, keep the message simple and clear.
• Offer value to the customer, such as informative content, offers, or personalized recommendations. Research suggests that 71% of consumers favor personalized shopping experiences.
• Maintain a human touch in the messages and ensure that they reflect the brand voice.
• Personalize the messages to the understanding of your target audience.
• Use images, videos, or carousels to spark attention.

4. Use data to optimize the strategy

WhatsApp Business automation provides insights into customer behavior, so make sure that you use them to update the strategy. From click-through rates to custom dashboards for tracking performance, there's a lot of data that you can use to strategize.

Here is how you can do it:

• Gauge which type of messages performs the best using A/B testing.
• Analyze the engagement performance of drip campaigns to allocate the budget strategically.
• Track customer behavior to personalize future messages.

5. Regular updates and testing

To ensure that the user experience is maintained, you need to check the performance of WhatsApp automation campaigns regularly. Here are the steps you should take:

• Update your workflows regularly to adapt to changing customer preferences.
• Perform routine testing to find any inconsistencies and resolve them promptly.

6. Prioritize customer privacy

Customers will purchase from a brand only when they are sure that their data is protected.

 To maintain data privacy and security, here are the steps to follow:

• Adhere to data protection and security measures, such as the General Data Protection Regulation (GDPR) and WhatsApp’s privacy policies.
• Ask for consent before setting up an automated response.
• Provide clear steps if the customer wishes to opt out.

1. Create a welcome message

Creating a customized welcome message will improve customer interaction. A first good impression goes a long way in building a business's reputation.

So, whenever a customer sends a message, automate an engaging welcome message that informs them about your business offerings and further steps they can take.

2. Confirm order and provide updates

When the customers are informed about the order status, an additional layer of trust is built.

You can use WhatsApp automation to update the customer instantly whenever they make a purchase. The message should include all the relevant details about the order. Additionally, you can use WhatsApp automation to provide regular updates on the order status.

3. Send automated payment reminders

Customers might unintentionally forget to make payments on time. WhatsApp automation can help you set up automated reminders to remind them of the due date. The message should include all the details about the amount due, payment methods, and a direct link to make the payment.

4. Schedule and remind appointments

Using WhatsApp automation, you can instantly reply to the customer, collect their preference for the appointment, and make it easier for them to schedule an appointment.

You can also set up alerts to remind them about the appointment date and answer any questions they might have.

5. Create an automated FAQ system

Research suggests that when it comes to customer support, 90% of users rate immediate response as important.

You can set up an automated FAQ system to ensure that your customers get answers to common queries instantly. Customers can easily select a question from a list and find answers without contacting your team.

6. Promote products and offers

WhatsApp has an open rate of around 98%. By leveraging WhatsApp automation, you can send promotional messages, offers, or product updates. 

You can send targeted campaigns to your customers, which will help in increasing conversion and retention rates.

7. Gather reviews and feedback

To grow constantly, you need customer feedback and align your strategies accordingly. Research shows that 77% of customers view a brand more favorably if they seek feedback and reviews. With WhatsApp automation, you can send review and survey messages to your customers and gather useful insights to improve their experience.

8. Send abandoned cart messages

When customers add products to the cart but do not make a purchase, you can try to persuade them with abandoned cart messages. Create a well-written text asking them the reasons for not making the purchase, and a clear CTA to solve their queries.

Research suggests that 60% of abandoned carts can be recovered with automated messages.

9. Provide after-sales support

After-sales support can help you boost customer loyalty and retention.

 With WhatsApp automation, you can set automated answers and preset responses for the queries that your customers might get after purchasing the product.

10. Facilitate instant checkouts

With WhatsApp automation, you can make the checkout process quick and efficient. You can set up automated responses so that the customer can place the order in the chat itself.