Hand over your WhatsApp Chatbot to Digital Platforms
WhatsApp Business is a function available to any WhatsApp user, allowing business owners to add crucial information about their business to their profile. A part of this is the WhatsApp Chatbot, a solution that enables a small business to interact with clients automatically, freeing up valuable time.
The often misunderstood, yet powerful tool, can be utilised in several ways to improve productivity and profitability.
Digital Platforms can set up your business’ WhatsApp Chatbot, also known as WhatsApp Integration, to ensure that you get the most out of it, without worrying too much about how it works or whether it is working.
“WhatsApp Integration, or custom WhatsApp bots, are used to automate replies or provide specific services as requested by users using the platform,” explained Pierre Steenkamp, Production Manager at Digital Platforms. “It is found on various platforms all over the internet and primarily works on rule-based responses.”
Digital Platforms uses the power of WhatsApp to create rule-based tasks and automated workflows based on a client’s needs. The ruled-based replies on integration with software platforms allow businesses to directly engage with their clients via WhatsApp.
“Bots can now be integrated with various applications to assist businesses with their internal processes or client communication, freeing up valuable time and resources,” said Steenkamp. “The other main development is the addition of AI. WhatsApp chatbots can generate responses in a more human-like manner these days,” he added.
“You can chat to a bot and not even know it, because the AI can adapt, learn, and mimic brand language and the way a company communicates with their clients.”
Uses for these chatbots can differ according to specific needs, including 24/7 customer support, e-commerce, human resources functions, and education.
“A WhatsApp chatbot frees up valuable time,” added Steenkamp. “A bot can handle clients’ questions and requests automatically, allowing your staff to focus on their work or tasks instead of spending countless hours on the phone or emails answering basic questions and requests.”
Chatbots assist in data gathering in the form of surveys, which can then be analysed. It is also a cost-effective way of running promotions or automated services.
Steenkamp explains that the process of deploying a WhatsApp chatbot takes around two to four weeks, but only once Digital Platforms has assessed a business’ need for such a tool. “Firstly, the need for the type of bot and functions needs to be determined,” he said.
All relevant registrations with controlling bodies then need to be completed before a WhatsApp chatbot can be introduced.
“The next steps would be to build the bot using APIs and various integration techniques,” Steenkamp said. “Once built, the bot gets tested and vetted by Meta to ensure it is compliant and not gathering additional information that is not required. We can then launch the bot.”
Digital Platforms will then analyse the chatbot to ensure that everything is running smoothly. “We have a dedicated team that manages the campaign,” explained Steenkamp. “We offer full support and troubleshooting during the lifecycle of the bot.”
The Digital Platforms team has access to monitoring software allowing them to see issues in real-time and address them as soon as they arise.
