How to Use WhatsApp Chatbot for Customer Service

With over 2 billion active users, WhatsApp has become one of the world’s most popular messaging programs. Its simplicity and adaptability have made it an appealing alternative for organizations wishing to improve their customer interactions. We will look at how companies can use WhatsApp chatbot for customer service and deliver experiences like never before that foster long-lasting relationships.

What is a WhatsApp Chatbot?

A WhatsApp Chatbot is a tool that uses Artificial Intelligence (AI) to connect with potential consumers and offer them the information they require. These chatbots increase the accessibility and scalability of WhatsApp customer care automation. They are designed to assist and provide the most remarkable customer service automation and they can process regular language, hold meaningful discussions, and help with tasks. 

They may also be utilized as lead magnets and onboarding tools to advertise products, services, and events. They can, in short, be used for practically anything!

Create the Perfect WhatsApp Chatbot for Customer service with Trengo

To get a chatbot, you need WhatsApp Business API and to make that work you need a BSP like Trengo. With the platform’s chatbots and flowbots, you can set up a unique bot to help with everyday operations and streamline customer interactions.

trengo chatbot

To begin, get your free demo here!

Easy Steps to Automate Customer Service

Chatbots are more popular than ever and businesses benefit vastly because they may function as a 24/7 customer service automated response and constantly give a high-quality experience. A WhatsApp chatbot may assist you in bridging that gap and engaging your consumers, regardless of their chosen mode of contact. And what could be better than automated customer service? Let’s talk about how you can enable that.

Step 1: Determine the type of bot you require

First, select if you want to write a WhatsApp chatbot from scratch or utilize a platform like Trengo that makes it simple for non-programmers to construct chatbots.  If you want to build a bot without employing a coder, you’ll need to utilize a platform that allows you to drag and drop elements and we vote Trengo.

Step 2: Establish your goals

You must identify your goals before thinking about how your chatbot will appear.

  • What do you want your chatbot to do for your company? 
  • How will it help your company grow? 
  • What are you hoping to achieve? 
  • What types of automated marketing efforts do you want to launch shortly? 
  • What would the outcomes of your campaigns be? 
  • How will chatbots facilitate these workflows, and how will customer service automation be accomplished with WhatsApp chatbots? 
Determine your goals and objectives

Step 3: Identify your WhatsApp audience and create goals for them

Assume you own a clothes business. Building a bot that can answer fashion-related inquiries and give style recommendations is now possible. 

For example, your chatbot may respond to inquiries like “What’s the best jeans brand?” or “How should I dress for an interview?” and provide ideas for relevant goods. You will improve your customers’ purchasing experience, boost brand loyalty, and drive sales this way.

Step 4: Simplify the WhatsApp chatbot’s apps

Knowing why you’re doing something and what you intend to gain from it is critical for any new concept or plan. You can use a WhatsApp chatbot to do things like: 

  1. Establish direct contact with customers
  2. Improve and automate customer service
  3. Reduce expenses while increasing earnings
  4. Increase your brand’s engagement
  5. Increase brand recognition
  6. Create leads
  7. Use WhatsApp for follow-ups
  8. Respond to their questions, etc

Step 5: Create your bot’s persona and design

You must consider your bot’s persona and design. First, decide whether your bot will have a human or artificial character. Remember that it’s critical not to deceive your users, so make sure you’re constantly open about the fact that you’re employing automation. Create your bot in a way that is consistent with your brand. You may utilize your logo, colors, and even goods to make it more recognizable.

Step 6: Create and test your bot

After you’ve developed your bot, it’s time to put it through its paces and see how it performs. Your objectives will determine the sort of testing you perform. Assume you want to increase customer service automation and lower support expenses. In such an instance, you should calculate how much time your chatbot saves compared to how long it would take a person to complete the same activity. 

Create and test your bot

You must also test your bot to ensure consumer engagement. Set your bot into beta mode and allow a limited group of people to engage with it. You’ll be able to obtain honest feedback this way.

Step 7: Monitor and fine-tune

After you’ve been using your WhatsApp chatbot for a few weeks, it’s time to evaluate its effectiveness. You may fine-tune it as you go based on the findings. 

You have two options:

  • By entering your analytics dashboard, you can begin monitoring the effectiveness of your bot. You can view how many people engaged with your bot, how long they interacted, and how often they interacted. Based on the study’s results, you may fine-tune your bot to ensure it meets the demands of users and solves problems.
  • You can look through the user feedback you got. After analyzing the good and negative responses, you will know what adjustments need to be made and how to achieve the results you seek.

Pro Tip: Ask questions like, “Did people enjoy interacting with your bot?” Did they interact with it? How many leads were produced? How many people showed up for the follow-up sessions? Answering these questions will tell you whether your WhatsApp chatbot for customer service automation was successful.

Best practices for using a WhatsApp chatbot for customer service

Consider the following recommended practices for employing a WhatsApp chatbot for customer service:

  • Maintain a conversational tone: When building your chatbot, utilize natural language. Try to sound as human as possible. Avoid comments that are formal or robotic.
  • Provide apparent alternatives: Make it simple for customers to interact with the chatbot. Offer clear options or a menu system, this allows them to discover the information they require rapidly.
  • Make yourself available: Make sure your chatbot is available 24-7. Remember that your chatbot fills in for your customer support personnel while unavailable so customers should be able to reach you at any time.
  • When required, provide human assistance: Chatbots can manage many consumer inquiries, however, there will be occasions when your consumers need human intervention. Assure that clients may contact a live support representative whenever necessary.
using a WhatsApp chatbot for customer service


WhatsApp chatbots for customer service are a fantastic method to establish a successful and engaging business. A chatbot may assist you in engaging your audience, answering their queries, and providing them with essential information. They are also an excellent technique to boost the visibility of your business and ensure you keep customers coming back for more.


Carol, a seasoned specialist in social media customer service, is on a mission to share valuable insights. She blends storytelling and data-driven content to offer practical advice on enhancing customer interactions. Join Carol in navigating the dynamic world of digital customer service.

Leave a Comment