Business organizations always hunt for cost-effective solutions to market their products and serve customers using minimum resources. In today’s digital world, Artificial Intelligence (AI) powered chatbots have become a leveraging point to fulfill these business requirements.
According to Forrester Consulting, consumers in India prefer the speed and convenience of chatbots. More than 93% of consumers engage with chatbots between once a day and once a month.
Recently, Facebook CEO Mark Zuckerberg announced that WhatsApp holds 1.5 billion monthly active users, exchanging nearly 60 billion messages a day.
The statistics clearly sparks the potential involved in WhatsApp for Business application. Business organizations could connect directly to ordinary WhatsApp users with helpful information such as business address, phone numbers, website, email address and a short bio.
An AI-powered chatbot for WhatsApp for Business has a competitive edge over other message platforms. It has a huge number of active visitors with an ability to drive more read rates on promotional messages.
WhatsApp for Business has the ability to scale the organization’s productivity with minimum human resources.
Here’re 4 case studies of companies that implemented AI-powered chatbot to scale their business:
Case 1: Charter Communications – Next IT
Charter Communications is an American telecommunications company offering service to over 26 million customers in 41 states. It is the second largest cable operator in the United States. The company had 2,00,000 live chats/month. 38% of these chat conversations include repeated problems of forgotten username and passwords. These requests were handled by executes every month, consuming more time, money and resources
Charter has implemented a chatbot named Next IT to resolve the repeated queries. Next IT’s task was not just confined to answering these simple questions, but also to give information about various exciting offers. Overall, it handles 83% of all chat communication of the company. It’s a win-win situation for both companies and for their customers.
- 500% ROI within six months.
- Handles username and password request 50% faster than the human.
Chatbots can resolve issues faster by reducing handoffs.
Case 2: RapidMiner – Drift
RapidMinder is a data science company providing solutions such as date preparations, text mining, predictive analytics, deep learning and machine learning. The company identified the significance of chatbot and its ability to generate automated conversations in minutes. Therefore, they implemented Drift’s chatbot on every lead capture form on their website including white papers.
Website visitors land on their site for a specific problem, not just to surf the site. The AI-powered chatbot is able to address such visitor’s issue and generate qualified leads to the sales team. Lead is generated 24/7, as the chatbot never sleeps, and it asks a similar set of questions salespeople would have asked the customers.
- Generated 4,000 leads by replacing all lead capture forms with chatbots.
- 25% of the sales pipeline was influenced by chatbots.
Chatbots have the ability to bypass lengthy lead generation campaigns
Case 3: BabyCenter – Facebook Messenger Bot
BabyCenter is an online media based company that provides information on pregnancy, early child development, conception etc. Being one of the most trusted pregnancy websites, the company understands the value of website visitors and the potential of an alternative content delivery system. As a result, BabyCenter approached Ubisend to create a bot for their Facebook messenger.
The chatbot has delivered an impressive result. 84% of targeted customers read the message and 53% of them visited the website content.
The company’s biggest draw is a sequential email campaign that guides its customer every step on the way through pregnancy. It is found that messenger bot has 1.428% higher engagement rate than that of MailChimp.
- 84% Read Rate on messages.
- 53% Click Through Rate(CTR) from Facebook Messenger
- A messenger chatbot drives potential traffic to the website.
- Facebook messages have more open rates than emails.
Case 4: HDFC Bank – OnChat
In 2016, HDFC bank has launched OnChat, a messaging chatbot. It offers a conversational banking service that lets customers perform transactions, recharge, travel booking etc.
OnChat has resulted in an exponential growth of 160% month-on-month. It has collected over 2.4 million messages. The messenger is capable of sending personalized communications like payment reminders using a mix up of English and Hindi, where a typical Hindi speaking citizen communicate in India.
The chatbot has become a channel for customer interactions, support and customer acquisition. It resulted in cost-effective support services with an absence of human resource and helping business to scalp up while harnessing new technology like AI.
- 160% month-on-month growth.
A cost-effective support service and personalized communication with customers.
Juniper research predicts that by 2020 chatbots will save companies $8 billion per year.
Businesses should expand their AI-powered chatbot investments on WhatsApp as it offers better personalization, a large user base for providing comprehensive business information and high engagement rate.