4. Integrate your CRM

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Connecting your WhatsApp chatbot with your customer relationship management software is a perfect marriage that allows your business to truly personalize communication with your customers.

Does your customer want to see the status of their order? Or how their data is being used? Give them the answer directly in the WhatsApp conversation instead of redirecting them to your website and risking losing them.

Integrating a WhatsApp chatbot with your CRM takes the guesswork out of identifying a customer. With a CRM, you know exactly who you’re talking to, and it’s completely secure for user data.

5. Allow transfer to a human agent
Chatbots are versatile, but they respond to the rules they are built on. As a result, your WhatsApp chatbot will encounter questions it can’t answer, data it won’t recognize, or inquiries that require an exchange with a human agent. When this happens, make sure your WhatsApp chatbot is programmed to connect the customer with a human who can resume the conversation immediately or as soon as the customer service opens.

Agents can take over chatbot conversations and provide assistance, having all customer information at their fingertips. The chatbot can open support tickets for questions that require additional information and forward them to all parties.

Customer handoffs are important. When done correctly, they eliminate the frustration of being bounced from one department to another. Customers answer a few qualifying questions through the chatbot and end up exactly where they’re supposed to be.

Successful WhatsApp Chatbot Testimonial: KFC
In South Africa, KFC has taken a big step forward in customer relations by deployowner/partner/shareholder email lists ing channel via WhatsApp. To primarily meet the needs of the young consumer market, KFC had to use a platform already appreciated by this audience: WhatsApp!

For the first time, South African consumers can choose their meals and place their KFC orders via WhatsApp. The ordering process is automated by a WhatsApp chatbot. The steps involve adding KFC as a contact, initiating the conversation, choosing your meal from the options offered, selecting a restaurant, and then paying and collecting your order in store.

kfc-phone-mockupRead the KFC Customer Case >


Getting started with WhatsApp Business chatbots
WhatsApp Business Platform and our chatbot solutions are designed for businesses that want to optimize their customer relationship. By working with our team, you can be sure to set up a chatbot easily and quickly: CM.com takes care of all the technical aspects, configuration and data compliance. Contact our team of experts now to set up a WhatsApp chatbot for your business.