Chatbot
Over 65% of online shoppers prefer WhatsApp for service, and for more than 61% of customers, WhatsApp is the go-to channel for business communication.
If you're considering WhatsApp for your business, you're in sync with your customer's preferences, but you might be wondering:
How can I scale up while keeping top-notch service?
Scripted or AI chatbots—which route is best?
We can help you answer these questions. But let's start with the basics: What's a WhatsApp chatbot exactly?
A WhatsApp chatbot is an automated software that uses pre-set rules or AI to engage with users on WhatsApp. At CM.com, we offer both options.
Acquisition chatbots build sales pipelines and cross-sell to existing customers.
FAQ chatbots can automate answers to repetitive commonly asked questions.
Internal chatbots can hold vast amounts of company information in one place.
Service chatbots can automate customer service without agent intervention.
WISMO chatbots allow customers to easily self-serve and track orders.
Whether scripted or AI-driven, capitalise on WhatsApp's user-friendly and popular platform to effortlessly acquire more customers. AI chatbots deliver personalised interactions learned from real-time agent conversations, paving the way for increased customer acquisition.
Take the load off your service team through WhatsApp chatbots for seamless appointment and viewing rescheduling.
Experience the future of insurance quotes and claims with WhatsApp, where sharing is instant, secure, and hassle-free.
WhatsApp notifications, be it for abandoned carts or wish lists, promise higher conversions, guaranteed opens, and seamless integration with CRMs and eCommerce platforms.
WhatsApp chatbots empower your agents to tackle complex matters by managing routine inquiries. However, ensuring a seamless, context-driven bot-to-agent transition is crucial for optimal support. Explore our latest features designed to enhance your conversational experience.
Empower customers to stay informed by utilising WhatsApp chatbots for self-service order updates, rescheduling and tracking.
Enhance efficiency by deploying an FAQ chatbot to address common queries. Assist customers in finding accurate information and alleviate the workload on your customer service team.
Gather industry-wide feedback with ease, allowing customers to select convenient survey response times through WhatsApp.
Our AI and Scripted chatbot software empowers you to create engaging conversations seamlessly handling common inquiries, support requests, and sales interactions on WhatsApp. Say goodbye to dependencies on developers or external partners for top-tier automated customer service. Our platform simplifies chatbot creation and management, facilitating smooth, context-driven transitions to customer support software when agent assistance is required.
Enjoy an intuitive drag-and-drop chatbot builder
Utilise an easy-to-navigate CMS for designing conversations
Enhance engagement with rich media
Frost and Sullivan have awarded CM.com the Competitive Strategy Leadership Award for our exceptional performance in the Conversational AI domain. This recognition is a testament to our dedication to innovation and groundbreaking product design.
Read the full reportWorking with the team at CM.com has been seamless. From integrating the tech solutions and using the analytics dashboard to upgrading and maintaining the platform’s infrastructure, CM.com has been exceptional in looking after KFC’s needs.
Cremeandran Govender, Senior Digital and Technology Manager.
We were impressed by CM.com’s hands-on approach to identifying the best solution for DFS, as well as the strength and agility of their chatbot technology and ease of use for both employees and customers.
Starting small, we soon realised the need to scale up – from consumer to business markets, and even expanding into multiple languages. Imagine the convenience of deploying different languages without rewriting each bot utilising one source. This is why we opted for the conversational AI.
CM.com understood our issue, understood that we already had a CRM in place and that we needed a bolt-on, and were prepared to look at our bespoke requirements and work with us to deliver them. That was unique.
A WhatsApp chatbot is software that responds to messages on WhatsApp using written language. It can be rule-based or NLP-based, offering structured or human-like conversations. These WhatsApp bots work 24/7, handling multiple conversations at once, providing instant info about services.
Operating around the clock, WhatsApp bots can handle multiple conversations concurrently. They serve to provide instant responses, offering information about a company's offerings or services.
Learn moreA scripted chatbot follows a script. If a human asks a question, the bot tracks the script of predefined answers to give the correct answer. An AI chatbot uses Conversational AI and Natural Language Processing (NLP) to provide the best possible solution. AI chatbots are more intelligent and can handle more complex conversations.
Learn moreYou can build a chatbot inside WhatsApp through CM.com. Our chatbots are compatible with the infrastructure and systems that your business currently uses and can be easily integrated with little or no code. In addition, you can integrate your data to make it even smarter and more effective with the passing of time. With standardised integrations ready to go, any configuration is possible. It’s truly a plug-and-play set-up.
Before deploying a chatbot on WhatsApp, there are a few pre-requisites to follow:
• To initiate the process, you must apply and secure approval for WhatsApp Business Platform (API) integration. This step is essential for bringing your chatbot to life on the platform.
• Ensure your business is verified on Facebook, as WhatsApp API access requires a verified Facebook business.
• Register a WhatsApp Business account and number.
• WhatsApp will activate your number after verifying it with an OTP.
Learn moreWhatsApp and SMS are both immensely popular messaging channels. Both have their own unique traits, use cases, and added business value. We probably all acknowledge this, but what are the differences between these two exactly? What are the similarities? And more importantly, which one will add the most value to your business? In this blog we'll dive into the world of WhatsApp vs SMS.
Payments are the newest addition to WhatsApp Business Platform's impressive repertoire of powerful customer engagement tools. In this blog we'll introduce how payments on WhatsApp work, and discuss the benefits.
Black Friday stands out as one of the most anticipated shopping events of the year, with online sales growing 3.5% to $65.3 billion globally in 2022. With this, big and small businesses will strive for maximum exposure. Yet, this task is far from straightforward. Retailers must compete to be visible, overcome high advertising costs, and meet escalating customer expectations to cut through the noise and drive conversion. Moreover, every touchpoint in the customer journey represents a make-or-break opportunity to form relationships and drive transactions, or risk losing a consumer’s interest and trust.
Safeguarding company data against security threats should be on the top of the priorities list for every modern company. Especially since A2P, or application-to-person messaging fraud is on the rise. Read all about the different types of A2P fraud and what steps you can take to avoid being the next victim.
WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? And how can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.
Facebook. Instagram. TikTok. There’s a rainbow of social media channels available to customers today. Some are visual; some are about connecting with friends; others are more business-like. But if there’s a single channel that spans communication in all its varieties, it’s Meta-owned WhatsApp.
WhatsApp Business has continued its support for businesses with the introduction of its search functionality, WhatsApp Business Search. WhatsApp users can now easily find businesses to interact with, meaning customers can get answers faster whenever they want. But what is WhatsApp Business Search? And how can your business engage customers via the search functionality?
Chances are that you've received One Time Passwords (OTPs) before, often via SMS or email. But did you know that there might be an even better platform to send OTPs on? WhatsApp Business Platform allows you to send One Time Passwords on the favorite messaging channel of your customers, enhancing the customer experience and improving customer relations.
WhatsApp Business Platform has a wide range of exciting features to optimize communication with your customers at every touchpoint of the customer journey. To better facilitate these features, Meta has divided the different conversations one can have with their customers into four categories. Let's explore!
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