Marketing
WhatsApp Flows: The WhatsApp Feature That Will Improve Your Customer Experience
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A few days ago WhatsApp launched WhatsApp Flows, a new feature that lets businesses using this channel with their customers create menus and forms that make interaction with users easier. This makes it simpler to carry out actions such as scheduling appointments, selecting products, running service surveys, and more.
In this article we explain what this new feature is about and how you can use it in your company.
These WhatsApp flows, which are closer to forms than to flows, are a tool that lets businesses create custom messaging experiences in WhatsApp Business. They are built from generic form-based components that can be used for a wide range of use cases, such as account creation, login, appointment booking, store search, address management, and much more.
WhatsApp Flows can help businesses improve communication with their customers, automate repetitive tasks, and offer more personalized experiences. They can also help businesses make their customer service more efficient by reducing the time agents spend on repetitive tasks.
To create a WhatsApp Flow, businesses must use the WhatsApp Business service, which is built specifically for companies. The platform provides a set of tools that make it easier to build custom flows.
The process of creating a WhatsApp Flow consists of the following steps:
This new WhatsApp flows feature can be used for a wide range of use cases, including:
1. Account creation and sign-up
WhatsApp Flows can be used to create a personalized onboarding experience for new customers. They can request basic information from the customer, such as their name, email address, and phone number.
You can send surveys, and even capture contact information to understand whether someone is a qualified lead or not.
2. Customer assistance or support
WhatsApp Flows can be used to automate customer assistance tasks, such as answering frequently asked questions or solving basic problems that require a request, such as creating a support ticket, for example.
3. Sales and marketing
WhatsApp Flows can be used to send promotions, offers, and reminders to customers. They help you manage bookings, selection of products of interest, event registrations, and more.
WhatsApp Flows offer a number of benefits for businesses, including:
Better communication with customers
This feature allows businesses to communicate with their customers more effectively and in a more personalized way. There is no need to wait for a reply or follow a conversation flow when you can deliver the information quickly and with a simpler interaction.
Automation of repetitive tasks
WhatsApp flows can help businesses automate repetitive tasks, which frees up employees to focus on more important work.
More personalized experiences
They allow businesses to offer their customers more personalized experiences, such as service customization, which can help improve customer satisfaction.
Atom, as an official WhatsApp and Meta partner, helps you include WhatsApp Flows in your chatbot flows, mass campaigns, and automatic replies. Here is more detail:
WhatsApp Flow included in a chatbot
When you create or configure your WhatsApp chatbot you can include a WhatsApp Flow to make interaction easier for your customers.
Bulk template creation with WhatsApp Flows included
WhatsApp templates are messages you can send in bulk to start a conversation with your customers or prospects. Those messages can trigger a chatbot flow, and you can now include a WhatsApp Flow to get your customers to take an action.
From your agents' Conversations module
You can also use these flows inside the conversations module. That way, your agents can send a form to the customer they are serving and let them complete an action without leaving WhatsApp.
WhatsApp Flows are a powerful tool that can help businesses improve communication with their customers, automate repetitive tasks, and offer more personalized experiences.
Get to know Atom and apply WhatsApp flows to your customer management and your sales and marketing strategies to keep growing.
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