What is a chatbot?
Chatbot is coined from “chat” + “robot”. A robotic tool that can automatically chat is a chatbot.
Read more about the same at:
Examples of Chatbots / Transaction Messaging
Feedback
When a customer buys a product/service from you, you can automatically trigger a chatbot communication for asking for feedback. Using WhatsApp for feedback has certain strategic advantages.
The communication is private
If there is negative feedback, it can be resolved and a situation of the negative review going public can be avoided.
If the feedback is positive, the customer can further be diverted to a review-taking website like Google My Business or an eCommerce platform.
In order to make this work, you need to integrate the WhatsApp API which will be triggered when the product/service is fully delivered. You may need to involve your supply chain partner if you aim to have overall automation implemented for the same.
Text for the same can be:
Thank you so much for choosing [company name]. We are delighted to serve you.
We hope you had a great experience using our product/service. We will like to know your feedback on the same.
Reply “YES” to respond / “STOP” to stop receiving further messages.
If the customer replies “YES”, then
Thank you for sparing the time to give us your feedback. Please rate us from 1 to 5 where 1 starts from a poor experience to 5 for the best experience.
Depending on the number replied by the customer, you can divert them to the next step.
Sales
Driving Sales is one of the most important objectives of chatbots.
Customer acquisition
Customer retention
Up-sell
Cross-sell
Initiate a conversation with a teaser communication regarding your brand. Focus on the AIDA framework.
A – Attention
I – Interest
D – Desire
A – Action
The first task is to grab their attention. Often people initiate their chatbot communication with an ultra large message with multiple images / a video. This will result in the prospect feel being spammed and will not respond to you. Instead, you should start a conversation where you can talk about a problem that your prospect might be facing and offer a solution. Or you intrigue her or him with an interesting communication. Straightforward & to-the-point communication would be preferred for B2B businesses. Also, ensure the first message should have the provision of “STOP” / “UNSUBSCRIBE”. This is extremely crucial. Once you have grabbed the attention, build their Interest and Desire so that they can take Action.
Another task is to categorize into verticals/horizontals as per the segments of your target group depending on your business.
Let us take an example of a manufacturer of biofertilizers and organic manure.
1) Start
“Hello, Welcome to Utkarsh Agro. Please let us know what category best suits you.”
Farmer
Home-gardener
Nursery Owner
Distributor of agro products
Others
2) If the customer responds “Farmer”
How big is your farm?
0 to 10 acre
10 to 25 acre
25 to 50 acre
50 to 100 acre
More than 100 acre
3) The size of the farm will help to filter the farmers while you arrange for a follow-up. The next question would be as below.
Please let us know your State & Crop. If you deal in multiple crops, do let us know all of them. This will help our team to serve you better.
4) After the response is received, the following message can be sent:
Similarly, the conversation following the options asked in step 1) needs to be built using the chatbot builder.
Also, the conversation can be initiated with the selection of a language before step 1).
Make sure you are keeping the conversation short and crisp in order to keep the prospect engaged. Observe your chatbot backend to see from where the customers are getting dropped. This will help you to optimize your chatbots.
Make sure to keep the provision of going back to the Main Menu at all steps of the conversation.
Another example is when you run a campaign for a particular crop, say, a chilly crop.
1) Start
“Hello, Welcome to Utkarsh Agro. What brings you here?”
Chilly crop
Another crop
2) If the customer responds “Chilly crop”
How big is your farm?
0 to 10 acre
10 to 25 acre
25 to 50 acre
50 to 100 acre
More than 100 acre
3) The size of the farm will help to filter the farmers while you arrange for a follow-up. The next question would be as below.
Please let us know your State. If you deal in multiple crops, do let us know all of them. This will help our team to serve you better.
4) After the response is received, the following message can be sent:
With years of our experience and research, we have designed a kit of biofertilizers, organic pesticides, and manure required for the healthy farming of the chilly crop. You can find the same at the given link. [provide the exact link to the kit, you will need to make the same before going further]. If you have any queries, you can respond to this message and our team will shortly get in touch with you.
Follow us on Social Media and subscribe to our YouTube Channel. You can also explore our Amazon Store to see the amazing reviews we have received from our clients.
Transaction
When a prospect signs up on our website. We should give incentives to make our website visitors sign up on our website by subscribing to our WhatsApp Number.
Cart abandonment: When a customer adds to the cart but leaves before making the purchase.
When a customer makes a successful purchase on our website.
When the product is shipped/dispatched.
When the product is delivered, ask for a review/feedback.
When a prospect has not visited our website within a certain period of time. An exclusive promo code can be added to lure the prospect.
These are examples of how you can drive conversations with the help of your WhatsApp Chatbots.
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