The document introduces the concept of WhatsApp chatbots as a solution for enhancing customer service, highlighting their ability to automate responses and support customers proactively. It contrasts traditional human-based support, which is effective but costly, with text-based systems that are often unengaging, and presents WhatsApp chatbots as a solution that combines the benefits of both. It outlines steps to implement a WhatsApp customer service agent, emphasizing accessibility, engagement, and cost-effectiveness.

2. Who am I?
● Conversational Designer &
Marketer
● ~4 years of chatbot creation
experience
● Over 100 chatbots created
Arnav Patel
Content Marketer
Rwitam Dutta
Customer Success Manager

3. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
Who are we?
Helping businesses automate
processes and improve CX
using conversational tech since
2016.

4. Overview
1. What is Customer Service
2. How WhatsApp Chatbots Improve
Customer Service
3. Examples of WhatsApp Customer
Service
4. How WhatsApp Customer Service
Chatbots Works
5. Live Demo

5. What is Customer
Service?

6. What most people think
● Helping customers when
things go wrong.
● E.g. Your order arrives
broken? Customer service
can get it replaced

7. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
● As businesses begin to re-adopt customer
service into their marketing strategy they
are finding that it can be expensive
○ Managing a support team is a HR
headache
○ Keeping up with request volume is
impossible leading to long wait
times
○ Delivering customer service 24x7 is
nearly impossible for most
businesses
Human-driven customer service is
unscalable

8. A better definition...
● Customer service is the
support you offer your
customers — both before and
after they buy and use your
products or services — that
helps them have an easy and
enjoyable experience with you.
Source: Salesforce

9. Types of Customer Service
1. Reactive - Address questions,
queries challenges when
customers have them
2. Proactive - Deliver value to
your customers before they
ask for it.

10. How WhatsApp
Improves Customer
Service

11. What is a WhatsApp Chatbot
A computer program designed
to simulate a conversation with
human users on WhatsApp to
facilitate a trade of information
or services

12. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
● An automated customer service
rep that can:
○ Answer questions that a
prospect might have
○ Proactively give customers
information that helps them
get more out of your
services/products
What is a chatbot

13. Let’s see how this
stacks up against
traditional customer
service

14. Traditional Customer Support
1. Human-based systems
○ E.g. call centres, live
chats
2. Text-based systems
○ E.g. FAQs, help docs

15. Human-based
Customer Support

16. The Good...
● Human-based customer support is the
gold-standard for customer support
and with good reason because👇
○ Humans can deliver a highly
engaging experience
○ Humans can address highly
complex issues

17. The Bad...
● They are prohibitively expensive💸💸💸
○ Monetary costs: Payroll, HR, Office
space
○ Intangible costs: Stress, Free-time,
mental wellbeing
● They suffer from long wait-times⏳
○ Everyone’s been on hold before and
it is not fun

18. The Ugly...
Whether it’s a hurricane, earthquake, or a global pandemic, s*&t
happens, and your human-based customer support operation
can get easily disrupted.

19. Text-based
Customer Support

20. The Good...
● Text-based systems solve the
problem
○ They’re cheap
○ They require no effort
after setup
○ They’re always available

21. The Bad...
● They are unengaging
○ In 2020, people barely have
the attention span to read
through a Facebook post, let
alone a help doc or an FAQ
page

22. The Dilemma of Customer Support
Human-based
Effective but
expensive and
disrupt-able
Text-based
Ineffective but
cheap and reliable
Which to choose?

23. Most people choose
both!

24. But that doesn’t really
work😥

25. The Dilemma of Customer Support
Human-based
Effective but
expensive and
disrupt-able
Text-based
Unengaging but
cheap and reliable
You just end up with
the downsides of both

26. This is where
WhatsApp Chatbots
Come Into The Picture

27. The Dilemma of Customer Support
Human-based
Effective but
expensive and
disrupt-able
Text-based
Unengaging but
cheap and reliable
🤖

28. They are engaging...
The back-and forth nature of
conversations means that users are
constantly stimulated with new
visual cues on the screen while
interacting with a chatbot.

29. They can explain complex
concepts...
Through the beauty of branching,
and conversational information
delivery, chatbots can step people
through complex queries

30. They are cheap
A single bot can handle millions of
queries at the same time. That means
you can get most of your customer
support done at the price of a single
software subscription😉

31. They are always available
Chatbots don’t have to sleep, so
that means all of that goodness
we spoke about before👈 is
available 24/7/365

32. Why it matters
2B Active
WhatsApp
Users
65 Billion
Messages Sent
Daily
#1 Top
Downloaded
Messaging App
In The World

33. Examples

34. Example 1: Auto Dealership Servicing Reminder
● Car owners need to periodically take their
car back to the dealership to get it serviced
● The dealership can send a WhatsApp
notification reminding them that it is due
● The WhatsApp Chatbot linked to the
business number can book them for
servicing through a conversation

35. Example 3: Insurance Renewal Reminder
● Insurance companies offer policies on a
fixed term basis
● They can use WhatsApp Notifications to
inform people that their policies are close to
expiring and prompt them to renew the
policy by chatting with the chatbot

36. Example 2: Banking Policy Change Notice
● There is a change to banking regulations
that requires account holders to submit
additional documentation.
● They can use Proactive WhatsApp
Notifications to inform customers about the
change and collect the necessary
documents

37. Example 4: Hospital Virtual Assistant
● In addition to the urgent health related
requests that hospitals get every day, they
also get thousands of non-urgent
administrative requests.
● Using a WhatsApp Chatbot to address these
queries, they can reduce the burden on their
staff and improve response speed

38. Steps to Implement

39. Building A WhatsApp Customer Service Agent
1. Get WhatsApp Business API Access
2. Build a WhatsApp Chatbot conversational flow
3. Build Your WhatsApp Audience
4. Get Template Message Approval
5. Deliver Proactive Customer Service To Your
Audience With WhatsApp Campaigns

40. WhatsApp Business Number vs WhatsApp Chatbot API
WhatsApp Business Number
Apply through WhatsApp Business App
Manual response
Free-to-use
Light verification
WhatsApp Chatbot API
Apply through Third-party API Providers
Automated response
Pricing based on messages
Thorough verification

41. Step 1: Getting WhatsApp
Chatbot API Approval
● WhatsApp Wants to know what you want to
do with a WhatsApp Business API
○ Takes 2-3 weeks
○ We will help you through this process!

42. 1. Get WhatsApp Business API Access
2. Build a WhatsApp Chatbot conversational flow
3. Build Your WhatsApp Audience
4. Get Template Message Approval
5. Deliver Proactive Customer Service To Your
Audience With WhatsApp Campaigns
Building A WhatsApp Customer Service Agent

43. Step 2: Building the Chatbot
Conversational Flow
● You can build while you wait for
approval using our code-free Chatbot
Builder!

44. Building A WhatsApp Customer Service Agent
1. Get WhatsApp Business API Access
2. Build a WhatsApp Chatbot conversational flow
3. Build Your WhatsApp Audience
4. Get Template Message Approval
5. Deliver Proactive Customer Service To Your
Audience With WhatsApp Campaigns

45. 1. WhatsApp Chatbot Widget
2. Facebook Ads
3. QR Code
4. Email Campaigns
5. SMS Campaigns
6. Push Notifications
Step 3: Build Your WhatsApp Audience

46. 1. Get WhatsApp Business API Access
2. Build a WhatsApp Chatbot conversational flow
3. Build Your WhatsApp Audience
4. Get Template Message Approval
5. Deliver Proactive Customer Service To Your
Audience With WhatsApp Campaigns
Building A WhatsApp Customer Service Agent

47. Step 4: Get Template Message Approval
● Draft and send your template
message copy to WhatsApp to get
approval.

48. 1. Get WhatsApp Business API Access
2. Build a WhatsApp Chatbot conversational flow
3. Build Your WhatsApp Audience
4. Get Template Message Approval
5. Deliver Proactive Customer Service To Your
Audience With WhatsApp Campaigns
Building A WhatsApp Customer Service Agent

49. Step 5: WhatsApp Campaigns
● Bring existing customer, leads,
prospects back into the conversation
with WhatsApp Campaigns.

50. Let’s see it in action!

51. Questions?

52. Contact us
Email: arnav@hellotars.com
Phone number: +1 (408) 617-9159
Website: https://hellotars.com
ish@hellotars.com
+91 9980835840
Book a demo:
https://bit.ly/tars-whatsapp-c
hatbot