Chatting with a System: How and Why to Properly Use WhatsApp Chatbots
Marvin Erdner1/17/2024
We show you what WhatsApp chatbots are and how to set them up step by step
Table of contents
In the areas of HR, Marketing, Sales and Customer Service, you now have numerous ways to reach your target audience. For recruiting, for example, newspaper advertisements and word of mouth have long been outdated in many cases. Online platforms, on the other hand, allow for a modern approach to potential applicants. However, an application often still needs to be sent awkwardly by mail or even by post before contact is established.
Advertising and customer acquisition are increasingly taking place online - via websites or social media. But getting people to visit your website at all is usually difficult or expensive.
However, there is a much better way to reach your target audience quickly, uncomplicatedly and most importantly at any time: via WhatsApp. The communication service has a market share of 82% of all internet users in Germany. And worldwide, the app is the most popular messenger. So why shouldn't you start the recruiting process or purchase approach on WhatsApp?
Using the service as a communication tool is not only worthwhile for HR teams, for example, but also for Sales, Marketing and Customer Support. We explain in this article how you can get your application process going via WhatsApp and what important role chatbots play in this.
You need WhatsApp chatbots for this
In order not to have to answer each individual message from your customers yourself, there are automation measures. These include chatbots that either use their own AI technology or are based on rules.
Artificial Intelligence is currently experiencing a real hype. For companies, it can significantly simplify everyday work. Media such as images and audio files can be generated. And texts may not only come from real people, but also from "machine hand". In addition, chatbots provide individual information in the form of a chat. ChatGPT is the most well-known example of such a chatbot: But there are more of these technologies and versatile communication possibilities for companies that you can benefit from.
Most people may not even notice that they are not chatting with other people, but with a bot. This is where WhatsApp comes into play again: If you use a chatbot exactly at the chat program par excellence, you can reach a large target audience and at the same time benefit from these advantages of rule-based chatbots:
- Unlike emails, WhatsApp messages are almost always actually opened (according to WhatsApp itself, 98%) and do not end up in the spam folder. According to Mailchimp, however, an opening rate of email newsletters of over 20% is considered good. Since many people use the service all the time, there is an answer time of average one and a half minutes
- . A quick response automatically increases your customer satisfaction.You can have recurring topics answered fully automated by chatbots and instead take care of the individual cases of your customers.If a WhatsApp chatbot can respond immediately to messages, you no longer need to be available yourself. In this way, your customers receive a
- 24/7 response.Users are
- not forced to necessarily be on a website to receive information.Human messages are prone to errors. Both in terms of content and language, you can expect a
- consistent quality from chatbots.You can also take advantage of these benefits in specific cases, such as during recruiting: Potential applicants can choose from various options on WhatsApp and then receive videos and targeted information about the company and the vacant position. After that, they can provide personal data via chat and upload their CV - non-binding and convenient via smartphone. You can then pick people up when they are most likely to have time for applications, namely after work or on weekends.This is how you use WhatsApp chatbotsDue to the different areas of application and your requirements for a bot, there is a wide range of possibilities. From sending a WhatsApp newsletter to scheduling appointments to highly complex automations for written counselling interviews - the potential is large and can be adapted to your individual use case.
- Firstly, it is important that you have recognized the benefits of WhatsApp as a suitable social media platform and that your company has a profile. Here you can already use a description and photo to input initial information and address your target audience. Due to the merger of WhatsApp with the social media giant Meta, its guidelines and the GDPR (Data Protection Regulation) apply.
Next, you should consider what you want to use a chatbot for. The example given above shows the benefits for the recruiting process. But HR is not the only area that will benefit from bot support in WhatsApp communication.
Sales:
You can either ask for important key data in advance or assign leads to the corresponding contact persons. Both automate and accelerate the direct sales process.
Marketing: You can play out campaigns, discount actions and news about new products to certain people at WhatsApp using tailored opt-in possibilities. Your advertising will thus become more effective. Customer Support:
By using certain keywords on a topic, you can automatically send pre-formatted messages. Reminders to inactive customers are also conceivable.
- Since these areas exist in most companies, chatbots offer a solution for many companies - especially for B2C sector brands. If you know how you will use a tool, all that's missing now is the chatbot itself.These tools are available for WhatsApp chatbots
- Some providers of WhatsApp automations offer Chatbots Tools
- . Here you have the agony of choice, which tool is best for your company and your business goals.Superchat
moinAI
Botario
LandbotSuperchat has a holistic messaging software for companies. This allows you to merge various digital communication channels such as WhatsApp, Facebook, Instagram, Google Business, Telegram, Email and SMS into a universal inbox.
- This allows you to communicate easily and personally with your customers on a platform of their choice. Superchat now helps more than 2,500 companies build customer relationships, standardize communication and automate messages:
- Use of WhatsApp Business taking into account the
- GDPR
- (Data Protection)
Integration of several functions through the intuitive modular system
Management of newsletters and
- online reviews.Team Chats
- for internal communicationHow the superchat chatbot works in practice
- When you use Superchat
- , no coding knowledge is necessary. This saves your IT resources. The user interface of Superchat looks like this:In this example, the user can select an answer. Afterwards, the stored text is automatically sent and the
Customer Support
can be contacted.This is an example of an action chain where a feedback form is sent after a successful purchase.And this is an automation case: The chatbot assesses the customer's intention and forwards the person to the responsible team.
You can find more instructions and examples for using Superchat on the tool provider's YouTube channel.Let's look at the example of external recruitment
again with the possible functions: With Superchat you can ...
... send predefined answers to questions about the position or application process, which are selected on the basis of triggers.
... ask beforehand using a quiz to what extent a candidate is suitable.
... receive applicant data before candidates have sent their CV.... play out future WhatsApp newsletters
- about similar vacancies to a specific target group.
- All the examples shown represent rule-based chatbots. However, Superchat also offers the possibility to use artificial intelligence as a chatbot. This can then automatically reply to chat partners, without having been programmed by rules beforehand.
- Increase your customer satisfaction and ensure more efficiency with a WhatsApp chatbot!
- Both WhatsApp as a marketing and communication channel and chatbots to support your teams have a powerful potential. If your applicants, customers, partners, etc. use the messenger anyway, then you as a company should start directly there.You benefit as a brand from closer customer contact. Your teams gain more efficiency through automation. And your target group is happy about a quick and tailored exchange of information. A win-win-win situation. If a chatbot on WhatsApp then helps you to save time and money, that's even better.If you have further questions about
Superchat
you can ask them - how could it be otherwise - via
WhatsApp
and see for yourself how automation and chatbot work. With tool support, your customer chat becomes a super chat.
Author
Marvin Erdner
Marvin war bis Juli 2025 fester Redakteur bei OMR Reviews. Nach seinem Studium in Englisch und Spanisch an der Uni Augsburg zog der gebürtige Hannoveraner nach Hamburg. Dort ist er im Fitnessstudio, im Kino oder in einem der Sushirestaurants anzutreffen. Neben der Leidenschaft für Sprachen interessiert er sich für digitales Marketing und praktische Onlinetools.
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