Are WhatsApp bots the best solution for your business?

For some time now, bots or chatbots have made their way into a world that is becoming more and more digital or online. These systems have evolved enormously to offer us an experience never seen before, in such a way that we can no longer distinguish between a bot or a real person. They are the main reason why e-commerce is one of the most profitable businesses today: they have given new meaning to online sales and offered great benefits to businesses.

This is how more and more companies have adapted, using a hybrid customer service mode that uses both bots and real people. This undoubtedly represents a turning point in current business models. However, it also offers a major drawback, as not everything goes as it should. As we all know, bots are small programs with the task of automatically responding to our customers: despite this, however, people have become accustomed to this concept and are able to distinguish more and more easily a bot from a real person.

This undoubtedly annoys our consumers, since they want to talk to a real person, someone who can understand what they are saying, solve their problems and perhaps offer an additional incentive.

In every activity there must be a certain balance: if this balance is broken, the process will not work. This means that if a company decides to manage their conversations 100% automatically with bots, in the long run, they will no longer be able to do so, as today’s consumers don’t like talking to bots. In fact, it has been widely demonstrated that people prefer to talk to other people rather than a bot. This makes us understand that having real and human agents is an extremely important advantage for a company.

So, today we’re going to tell you why bots aren’t a good idea for your business and how you can improve your customer service style by using a more hybrid system. We will show you why WhatsApp‘s bots are not a good option for your business and how we can help you achieve better results than in the past.

What is a bot for WhatsApp?

A Chatbot is a computer program that may or may not consist of complex machine learning algorithms. This means that it was created by a person and from there the bot will learn as it interacts with people.

Bots are responsible for simulating perfect human conversation. The intention is to serve as an aid in the different departments dealing with customer service and sales to save time and money.

So a WhatsApp bot is a chat program that can be used specifically within the WhatsApp messaging app. In this way, companies are able to automatically manage multiple conversations. However, it must always be considered that this poses a danger to the interaction with customers. This is because people need to talk to humans and not robots.

When you create your own WhatsApp bot, your e-commerce opportunities are as endless as they are dangerous, since bot abuse can damage your relationship with your customers.

What are the most popular bots for WhatsApp?

There are numerous bots and chatbot programs for WhatsApp that are all competing with each other. This is because there is a large market for instant messaging. However, in this article we will talk about the top 3 chatbot tools for WhatsApp.

1) Landbot

Landbot is a tool that allows you to create bots for WhatsApp very easily. It’s so simple that you don’t need to use any sort of coding. This tool has several features, amongst these we can mention: templates, customisation, send and receive multimedia files and even some integrations.

The great advantage of this tool that you can install your bot almost anywhere. But as we said earlier, you have to be very careful when using robots, since they can be a double-edged sword, especially when it comes to serving your customers with the aforementioned automatic functionality.

2) InfoBip

Infobip is one of the leading omnichannel communication companies. This tool has multiple service channels, as well as numerous communication services for businesses. Furthermore, it has channels like WhatsApp, Instagram or Facebook. It is also possible to use a live chat within its interface, not to mention the large number of integrations available.

Among the many services available, there’s the creation of chatbots for WhatsApp, and it is certainly one of the best tools for this type of task. It is important to remember that this tool is very expensive and we recommend buying it only if your company already has a high level of income, therefore capable of supporting this expensive tool.

If you are looking for a less expensive, but just as good option, you can enquire about Callbell.

3) Cliengo

Cliengo helps automate the business process of companies by using the different points of contact with customers and offering answers at all times. Through proactive chats, Cliengo’s Chatbot assists the company’s sales team by capturing the contact details of every person who accesses the website.

This chatbot is an automatic system that simulates the conversation of a real person with a company, and is automatically activated when a visitor enters the website, where Cliengo is installed, after a few seconds.

This service must be pre-programmed with questions and answers to be asked to users. Its goal is to obtain the data of the interested visitor, mainly his request, name, e-mail and/or telephone number.

Why is a bot not the solution for giving assistance on WhatsApp?

As mentioned at the beginning of this article, while bots are a great tool for serving customers quickly, they are not the most efficient services for your business to use, as today’s consumers need to trust and feel comfortable when it comes to buying or using a service. This means that if they perceive that they are being served by a robot, they will not acquire the product or service for which they initially approached the company in question.

Today the market moves differently, and people need human contact to be able to make their purchases. It may not be a technology issue, but rather a trust and security issue. Buying from a bot is completely different than buying from a real person, which includes the customer as a whole. In this way we can say that, especially on WhatsApp, the use of bots is a bad idea.

This is because WhatsApp focuses on minimizing spam and all automated and artificial contacts between its users. WhatsApp is in favor of humanized and individual contact for each person, so it’s not a good idea to use bots for this platform. So, we can recommend using tools such as Callbell. This allows you to connect multiple service channels, including WhatsApp, to a single platform and take care of all incoming messages from there. Moreover, you can also invite your team to collaborate within the same tool.

What is the best bot alternative for WhatsApp?

Without a doubt Callbell is the best bot alternative for WhatsApp. This is because Callbell has multiple features perfectly developed to offer users a humanized, comfortable and effective assistance. Callbell has a platform in which it is possible to integrate 4 main service channels; WhatsApp, Telegram, Instagram and Facebook.

Once you connect these channels, you can invite the entire sales team to collaborate within Callbell. This way, everyone on the team can see chats from all channels in one place. At the same time, they will also be able to interact with each other, save contact information, route conversations and much more.

One of the most striking features is Callbell’s automatic routing. This is a newly released feature that takes care of automatically routing every incoming chat. Basically, it’s a mini-bot with up to 2 conversation levels and can be configured to automatically qualify leads and assign them to the corresponding department.

If you want to know more about Callbell you can click here.