Why you should automate customer service with WhatsApp chatbot?

Miodrag Magyar
April 4, 2023
Why you should automate customer service with WhatsApp chatbot?

Table of contents

As the world becomes more digital, businesses are constantly looking for new ways to reach and engage with their customers. One of the most popular messaging platforms for businesses today is WhatsApp. With over two billion active users in over 180 countries, WhatsApp is an incredibly powerful tool for businesses to communicate with customers.

However, manually responding to every message that comes in can be time-consuming and inefficient.

The limitations of manual customer service operations on WhatsApp

While WhatsApp is a powerful messaging platform for businesses, manual customer service operations on the platform can have several limitations. Here are a few examples:

Manually responding to customers is time-consuming

Responding to every message that comes in on WhatsApp can be incredibly time-consuming, especially if you have a high volume of inquiries. At the same time, it is important to ensure every customer feels valued and heard.

Human customer service means limited availability

If you rely on human customer service representatives to respond to WhatsApp messages, it may be difficult for you to provide 24/7 availability. This can be a problem for customers needing assistance outside regular business hours or in different time zones.

Human customer service means slow response times

Even when customer service representatives are available, response times on WhatsApp can be slow if there are a lot of inquiries coming in. This can lead to frustration for customers who are looking for quick and efficient assistance.

Manual customer service leads to inconsistent quality

When customer service is handled manually on WhatsApp, there is a risk of inconsistent service quality. Different representatives may have different response times, levels of expertise, and communication styles, which can lead to a disjointed and frustrating customer experience.

Human error can damage your customer service quality

When customer service is handled manually on WhatsApp, there is a risk of human error. Customer service representatives may miss messages, misunderstand inquiries, or provide incorrect information, leading to customer dissatisfaction and even lost business.

The advantages of using a chatbot to automate customer service

Using a chatbot to automate WhatsApp customer service can give you several advantages. A chatbot can handle a large volume of inquiries simultaneously, freeing up customer service representatives to focus on more complex issues.

In addition, chatbots can be programmed to provide personalized responses based on customer data, improving the overall customer experience. By leveraging this technology, businesses can improve efficiency, reduce costs, and increase customer satisfaction and loyalty.

24/7 availability

A WhatsApp chatbot can be available 24/7, even when your customer service team isn’t. This means that your customers can get answers to their questions at any time of the day or night, which can be a huge advantage if you operate in different time zones or have customers in different parts of the world.

Faster response times

Chatbots can respond to messages instantly, without any delay. This means that your customers won’t have to wait for a human customer service representative to become available, which can lead to faster and more efficient service.

Increased efficiency

Automating your customer service with a WhatsApp chatbot can save your business time and resources. By handling routine inquiries and providing helpful information, your chatbot can free up your customer service team to focus on more complex issues and provide a higher level of service to your customers.

Personalized service

Chatbots can be programmed to recognize individual customers and provide personalized service. By using customer data such as previous purchases or browsing history, your chatbot can make tailored product recommendations or offer personalized assistance, creating a more personalized and engaging customer experience.

Improved customer satisfaction

By providing fast, efficient, and personalized service, a WhatsApp chatbot can help improve customer satisfaction. Customers who receive prompt and helpful responses are more likely to be satisfied with their experience and more likely to return to your business in the future.

Examples of how chatbots can provide personalized service and improve customer satisfaction

When Merco Supermercado, a supermarket chain in Mexico, adopted automated messaging through WhatsApp to offer faster customer service and support digital marketing, the company improved employee productivity while increasing read rates on campaigns and building brand loyalty.

Statistics showing the strategy success of Merco Supermercado deploying a whatsapp chatbot.

Chatbots can be programmed to provide personalized service to customers in many ways, which can help improve customer satisfaction. Here are a few examples:

Personalized Recommendations

Chatbots can use data about a customer’s previous purchases, browsing history, and preferences to provide personalized product recommendations. This can help customers find products relevant to their interests and needs, improving their overall shopping experience.

Tailored responses

Chatbots can provide tailored responses to customer inquiries based on the context of the inquiry. For example, if a customer is inquiring about a specific product, the chatbot can provide information about that product and related products that may interest the customer.

Addressing customers by name

Chatbots can address customers by name, which can help create a more personal connection. This can improve the customer’s perception of the business and increase their likelihood of making a purchase.

Personalized assistance

Chatbots can be programmed to provide personalized customer assistance based on their inquiries. For example, if a customer has difficulty placing an order, the chatbot can provide step-by-step instructions to help them complete the process.

Contextual responses

Chatbots can use contextual information to provide more relevant and helpful responses to customer inquiries. When The Visit Valencia Foundation, a nonprofit organization in Spain, created a chatbot to guide visitors through various options, offering information on all local events happening by time slot, it resulted in a 41-fold increase in engagement and 82% re-engagement with repeat customers.

Contextual WhatsApp chatbot responses

How to build a WhatsApp chatbot for customer service

Building a WhatsApp chatbot for customer service may seem daunting, but Rasayel makes it easy and accessible for businesses of all sizes. Here’s an overview of the process:

  1. Sign up for Rasayel and select the WhatsApp chatbot builder option.

  2. Map out your customer journey and identify the key use cases where a chatbot could be beneficial. This will help you design the chatbot’s flow and responses.

  3. Use Rasayel’s chatbot builder to create the chatbot’s interface and responses. The builder offers a variety of templates, integrations, and customization options to suit your needs.

    Building a chatbot flow in Rasayel

Rasayel’s chatbot builder provides a range of customization options for building chatbots tailored to your needs. This includes templates and interactive messages, customization, integration options, etc. The chatbot responses can be managed through a user-friendly dashboard, including adding, editing, and deleting responses and creating custom response sets for specific scenarios.

  1. Test the chatbot thoroughly to identify any bugs or user experience issues.
  2. Launch the chatbot.

When building your chatbot, keeping the customer experience in mind is important. Map out the customer journey and identify the key points where a chatbot could provide value. This could include answering frequently asked questions, providing order updates, or offering product recommendations.

Rasayel’s chatbot builder offers a variety of features and capabilities to make your chatbot engaging and effective. Regularly measuring the chatbot’s performance and optimizing its responses will help improve its overall impact on your business.

To learn more about creating your own chatbot flow, read our recent post A simple strategy for creating a user-friendly WhatsApp chatbot.


In conclusion, automating your customer service with a WhatsApp chatbot can benefit your business. From faster response times to personalized service, chatbots can help improve customer satisfaction and free your customer service team to focus on more complex issues. So if you haven’t already, consider implementing a WhatsApp chatbot for your business.

Learn more

If you’d like to learn more about how WhatsApp can help you grow your business, please reach out to us on WhatsApp at +13024070488.

We also offer a free consultation session where we review your use case, answer any questions about WhatsApp, and help you build a strategy to make the best out of the platform. Book a call with us here. We’d love to speak with you:

For Europe, the Middle East, and Africa

For North and South America.