Why WhatsApp chatbots have become the new standard for customer service

What is WhatsApp? It is a communication app that was initially created as an alternative to SMS. However, life showed that this idea was unrealistic — both products coexist perfectly on the market and, rather, complement each other than compete.

Nonetheless, the ambitions proved justified, and WhatsApp became the number one messaging app worldwide. By early 2025, more than 2.7 billion people in almost 200 countries are using this app, and its popularity continues to grow.

Behind this success — constant polishing and expanding the service’s functionality. The four marketing tasks WhatsApp chatbots solve for businesses are explained below.

Task 1. Conversational marketing

Conversational marketing is communication between the client and the business online.

A chatbot is the tool that facilitates this communication.

It can simultaneously converse with many people, works 24/7, and its ability to engage people in dialogue is unaffected by retrograde Mercury or political turbulence.

The key is that it can lead the conversation to a desired conclusion — processing a payment for a product or service. The country the customer is in at the time doesn’t matter. Support for international payment systems is set up within the bot.

Thanks to WhatsApp chatbots, you can automate every step of communication with a client. This speeds up service by at least 60%.

What does this mean for clients?

Simplified purchasing and time savings. In some cases, it even saves nerves — more and more people prefer to communicate with virtual managers, especially text-based ones.

Here is a far-from-complete list of questions for which the answers are initially provided in the WhatsApp chatbot structure:

• Company information,
• Operating hours,
• Payment methods,
• Store location or other contact details,
• Product ordering,
• Delivery time selection,
• Payment for purchase.

An additional item — information about the product, item, or service. In chatbot scripts, they can be presented through images with product descriptions, links to catalogs, detailed specifications, etc.

Task 2. Marketing campaigns

WhatsApp chatbots are based on artificial intelligence algorithms. Thanks to this, they not only communicate with people but also perform other marketing tasks. One of the most important is providing product consultations and deepening brand knowledge. Additionally, there is an option to set up a campaign targeting the bot’s subscriber base.

This means informing people about discounts, promotions, sales, “hot offers”, etc. These can be general or personalized offers. The key is to maintain a fine line between “reminding about yourself” and “being intrusive”.

What does this mean for clients?

A promotion is always an opportunity to save. A personalized offer is even more so. In both cases, it brings at least some pleasant feelings from the purchase.

Task 3. Data Collection for Analysis

The main focus is on enhancing the informational value of your customer base — everything necessary for further market promotion.

The primary data includes gender, age, location, and the purchases a person made, considering their average spending and preferences.

Also, a WhatsApp chatbot can be set up to conduct surveys, collect feedback, or comments. Feedback is more than reasonable if your business operates in the service sector, and you realize that it’s impossible to control all aspects of service on-site.

By knowing people’s opinions, you will be able to improve the bot’s structure and adjust your marketing strategy on time. Additionally, this helps to improve the product, which is one of the steps toward expanding your loyal customer base.

What’s good for the clients?

On one hand, nothing — the main focus is the interest of the business that needs to understand the next steps and aims to detail its target audience profile.

On the other hand, this ensures that “unnecessary” information doesn’t reach a specific person.

Agree: the chances that a woman who bought wooden boxes made of dark oak from you three times will suddenly be interested in a pink plastic basket in an ad are low. Similarly, a teeth-whitening offer is unlikely to be relevant for a person who visited your clinic to address serious gum issues.

Task 4. Organizational

WhatsApp chatbot can be assigned the task of managing customer appointments, as well as reminding them of scheduled visits. This is extremely relevant for businesses providing offline services and spending more than 15 minutes per client — beauty salons, sports clubs, swimming pools, medical institutions.

Also, chatbots in this app are used by utilities and telecommunication organizations — their list of tasks and requests will have its specifics. Specifically — the ability to transmit meter data, remind about timely payments, call a technician, and so on.

If the business is international, this will be especially convenient for:

• Hotels or hostels,
• Carriers — both airlines and bus services,
• Logistics companies,
• Travel businesses,
• Restaurant chains operating in different cities

What’s good for the clients?

This shows additional attention and respect for time — both the client’s and your own. It’s an understanding that people can forget or mix up things. This prevents overdue payments, and thus avoids debts that could have been prevented.

Instead of conclusions

A bot is almost like a magician in business. It improves the quality of service, saves labor resources, unloads the support department, and saves time for clients. A manager can join the chat with the bot, but only if there’s an individual question that can’t be predicted in the scenario.

It’s important that chatbots integrate easily with CRM systems. This allows you to timely update your customer base and the data necessary for further marketing activities — surveys, company performance analysis, and everything that leads to adjusting the promotion strategy.

Developing WhatsApp chatbots requires investment, but this is money that pays off in full. By ordering this product from professionals, you’ll get the perfect employee tailored to your needs in just 14 days, growing alongside your business. Note when ordering an automated assistant that a necessary condition for WhatsApp bot integration in your company is having your own website with a main domain name and a phone number that was not previously connected to WhatsApp Business.