Chatbot for frequently asked questions level 2 in WhatsApp

How to use an FAQ chatbot with keyword association in WhatsApp.

THE CHALLENGE

It is evident that your customers have many questions and this can lead to a high volume of contact requests. This, in turn, causes long wait times that end up resulting in bad experiences.

In addition, because your agents are busy solving repetitive questions, they can’t devote the necessary time to the more complex issues.

For these reasons, you need a way to provide answers to frequently asked questions at your customers’ fingertips, without waiting times.

The problem

To try to solve as many of the questions asked by customers as possible, you create a FAQ section on your website.

However, there are a lot of questions and after a behavioral analysis, you realize that although the answers are there, not many users take the time to search for them.

They want to have them answered quickly and not have to make the added effort of browsing the web.

THE SOLUTION

After searching for new solutions you discover that on WOZTELL there is a level 2 FAQ chatbot template ready to use on WhatsApp.

But what is a level 2 FAQ chatbot?

Well, unlike the level 1 FAQ chatbot, this chatbot works by grouping several questions according to the keyword typed by the user. That is, if your customer types the word “shipping”, the chatbot will respond with several options related to his question.

This way, you can choose the one that best suits your needs.

A level 2 FAQ chatbot makes it easier when your customers have questions:

  • All in one place: They don’t have to navigate a web page to find the answer.
  • It’s conversational: Your customers receive information through a conversation.
  • It’s immediate: It eliminates waiting times for customer service calls.
  • It’s dynamic: With chatbot suggestions, your customers will get to the answer they need faster.
  • Available on their favorite channel: By linking this chatbot to your WhatsApp channel, your customers will resolve their questions on the channel they use the most.
  • Available 24/7: No matter the time, your customers will get the answers they need.

The results

80%

Increased customer satisfaction

30%

Reduction of customer service costs

90%

Automated responses

65%

Of users prefer to use a chatbot to resolve questions

68%

Of users prefer chatbots because they provide immediate answers

80%

Increased customer satisfaction

30%

Reduction of customer service costs

90%

Automated responses

65%

Of users prefer to use a chatbot to resolve questions

68%

Of users prefer chatbots because they provide immediate answers

Good practices

It is important that your customers feel comfortable interacting with the chatbot. To achieve this, it is important that you give it a personality and that it has a natural language.

Also, make sure the answers are clear and not too long.

If the answer needs a more complex explanation, you can include multimedia elements or redirect to a blog article.

We also recommend including emojis to enrich the texts and make them more natural.

Finally, remember that WhatsApp is a conversational channel and that your customers will want to feel that they are talking to a friend: make sure that your messages do not sound “salesy”.

FAQs level 2

Conclusions

With this chatbot your customers will be able to solve their questions in an easy and fast way with no waiting time.

What are you waiting for to start giving your customers an excellent experience?

Install your template and start seeing results

Start using WhatsApp now to communicate with your customers

Book a meeting to find out more

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FAQs Level 2 List