Achieving Higher Efficiency: Lead Management in the Age of Generative AI

Discover a new, uncharted territory within lead management—Generative AI. Its rising impact is on the brink of unleashing revolutionary changes in how businesses navigate and nurture their leads. Delve into the unseen pathways reshaping traditional strategies, promising a transformative journey through the application of this cutting-edge technology in lead management practices.
Discover the transformative power of Generative AI in lead management—a revolutionary force reshaping traditional strategies for businesses. Unleash unseen pathways for navigating and nurturing leads through this cutting-edge technology.
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Discover the transformative power of Generative AI in lead management—a revolutionary force reshaping traditional strategies for businesses. Unleash unseen pathways for navigating and nurturing leads through this cutting-edge technology.
Book free demo
"The big picture is, even if it is internet, all we are trying is to mimic the offline. [...] We want to see people. We want to talk to people. We want to have conversations. We want to touch. We want to feel, right? [...] We should have a conversation, and WhatsApp is facilitating that."
whatsapp-led growth landbot antony chacko
Antony Chacko
Founder of Alpha Marketer

Foreword

2023 turned out to be quite a transformational year for marketing and sales, and the wind of change is nowhere near slowing down. One of the marketing and sales industry trends we got the most hyped up about is Generative AI. This year, we introduced Landbot AI, an intelligent layer on top of our visual builder that, for instance, allows you to use AI prompts to create full-fledged rule-based chatbot flows or offers an AI Lead generation assistant capable of building you an AI bot without even laying your eyes on the visual builder.

The breakthrough is not that surprising—after all, technology never stops evolving. However, the release of generative AI, such as ChatGPT, shook the status quo to the core. Naturally, companies wishing to stay successful must take action and learn to embrace this change. The Landbot team is excited to be part of it all, helping you adapt, grow, and create experiences your clients will love.

1. Introduction

In the contemporary economic landscape, numerous businesses have made anticipated cutbacks. Paradoxically, many of these companies are raising their sales quotas. For sales teams, this conundrum translates to heightened sales targets without a corresponding increase in their workforce. For individual sales representatives, this equates to the need to augment their personal productivity to meet these heightened expectations.

According to Alexander Bant, Chief of Research in the Gartner Finance practice, Chief Sales Officers (CSOs) find themselves under intensifying pressure to optimize the efficiency of their teams and operate with leaner budgets. However, Chief Financial Officers (CFOs) are not ignorant of the imperative to reignite funding for sales to propel profitable growth in the next phase of the business cycle. As the outlook becomes clearer, they have been poised to recommit to increased investments this year. As revealed by a Gartner survey conducted in November 2022, comprising nearly 300 CFOs, Sales was the functional area most likely to witness a budget augmentation in 2023.

Nevertheless, optimization and the quest for efficiency remain a priority for Sales teams. 

In light of these challenges, the effective use of automated sales lead management is a key factor for modern businesses to thrive. This process involves acquiring, tracking, nurturing, and converting potential customers into loyal clients in a systematic manner. In today’s competitive market, comprehending how sales AI lead management works, especially in tandem with Generative AI advancements, is essential for long-term growth and profitability. 

Managing sales leads efficiently is crucial not only for meeting sales goals but also for building strong and lasting customer relationships. Businesses that do this well not only attract new customers but also take care of the ones they already have. Hence, this whitepaper looks to investigate how generative AI can transform and set up your Sales Lead Management strategy for success

For both departments, WhatsApp automation falls behind the more traditional channels, including email, callcenter, SMS, and social media. However, WhatsApp is taking a clear lead when it comes to consumer preferences. And while professionals are making an effort to meet consumers on this channel, our findings reveal that adoption and implementation are slow. In other words, they are unable to keep up with demand.



2. Understanding Lead Management 

Lead management is a crucial process for both traditional and online businesses. It revolves around the systematic acquisition and administration of leads until they reach the point of making a purchase. It’s worth noting that this process goes beyond conventional advertising and employs a more intricate approach to converting prospective clients.

This section will explore the importance of efficient lead management for online businesses and its role in facilitating the customer journey.

The prevalence of these challenges has created a unique space for low-code WhatsApp automation tools and generative AI, such as ChatGPT, to solve them.

When we combine the powers of easy automation and conversational dialogue on a channel consumers prefer—WhatsApp—the possibility for a cohesive customer journey becomes more tangible.

The next year will tell us much more about how these compatible technologies evolve and their impact on the customer experience. The gap between consumer expectations and reality will be reduced extensively. But more on this later.

2.1 Why is Lead Management Important?

Providing customers with the right information at the right time is vital for closing deals in B2C and B2B scenarios. It's about cultivating trust and demonstrating a commitment to meeting your potential customers’ needs, as opposed to just chasing sales targets.

Efficient lead management is the linchpin in this process. Think of it as an orchestra conductor, ensuring that all the different elements of your marketing efforts harmonize to create a seamless and tailored experience for your customers. Surprisingly, businesses with a mature lead strategy tend to generate 133% more revenue than those without. It's a substantial advantage.

However, maintaining consistency in communication can be a significant challenge for any business. When different departments aren't on the same page, or when your leads aren't properly sorted, your customers might receive too much information or, even worse, information that isn't relevant to them. Such miscommunication can disrupt what would otherwise be a promising conversion. Efficient lead management not only simplifies your operations but also significantly enhances the overall customer experience.

A well-crafted lead management strategy isn't just about improving sales; it's a means to supercharge your business by:

1. Eliminating bottlenecks in your sales funnel

2. Helping prioritize your leads to avoid wasting time and resources on leads with minimal conversion potential

3. Cultivating strong relationships with leads that have the most potential;

4. Leveraging intelligent automation to accelerate your processes and enhance operational efficiency.

Marketers, too, differ in their concerns based on whether or not they have worked with WhatsApp before. Perceived challenges of those completely new to WhatsApp are more evenly dispersed among all categories, with “WhatsApp being too new and untested” making its way to top challenges at 21%.

However, both groups—experienced and less experienced marketers—share concerns over complex technical implementation (23-24%) as well as more creative roadblocks, including developing logical, conversational nurturing sequences (29%). It’s interesting to highlight that email was ranked as the most used channel for lead generation (70%).

This begs the question: If marketers are used to building sequences to generate and nurture leads via email cadences, what makes creating cadences for WhatsApp campaigns so different? Our suspicion is that many are not prepared to handle the uniqueness and, sometimes, unpredictableness a WhatsApp conversation can bring. What happens if a person interacts in a way that’s not defined in the flow?

However, with the emergence of ChatGPT, we’ve reached a tipping point, and WhatsApp is ripe with opportunities.


2.2 What are the Key Challenges of Lead Management Today

In the ever-evolving marketplace, where the rules of engagement are in constant flux, understanding and effectively addressing the hurdles in Sales Lead Management have become crucial for business success.

What do Sales teams face when it comes to efficient lead management?

One prominent challenge revolves around the need for quick follow-ups with leads. According to Verse, 41% of companies are grappling with this issue. In the hustle and bustle of today's business world, the ability to respond promptly to qualified leads is paramount. The challenge is further exacerbated when leads reach out beyond standard business hours. The pressure on sales teams to react swiftly, regardless of the clock, has never been greater. Delayed responses can mean missed opportunities and potential client dissatisfaction.

Another substantial challenge confronting Sales professionals is the burden of heavy workloads. Verse's data reveals that a significant 44% of Sales Reps feel overwhelmed, making it difficult for them to keep up with lead follow-ups. Managing a multitude of tasks and handling a constant influx of leads leaves sales representatives stretched thin. This results in a shortage of time and attention to devote to each lead. Despite the availability of automated and AI lead management solutions designed to ease this load, a mere 25% of sales teams have embraced these tools, leaving many reps struggling to manage a high volume of leads.

The intricacies of the buyer's journey add another layer of complexity. Not all leads are at the same stage of readiness to make a purchase. A significant portion of leads are not yet ready to buy immediately. Astonishingly, one-third of survey respondents indicated that over half of their qualified leads are not yet prepared to make a purchase. This highlights the nuanced nature of Lead Management. Understanding the different stages at which leads find themselves and catering to their unique requirements poses a challenge. Only a small fraction, less than 15%, are fortunate to have a lead readiness level of 20% or lower.

Automation has long been a go-to strategy to overcome these obstacles, though pursuing this path often meant sacrificing personalization or human touch in customer communication. However, thanks to the emergence of Generative AI, automating the Lead Management process without compromising the human touch or the level of personalization has become tangible.

3. Generative AI in Lead Management

3.1 What is Generative AI

Many of us have already interacted with AI chatbots and image generators, wielding their capabilities to swiftly craft persuasive text and compelling visuals at an impressive pace. This remarkable power is the perk of Generative AI. In essence, Generative AI harnesses algorithms to generate fresh content in various forms such as written text, images, or audio, drawing its creative inspiration from a well of training data.

At the heart of this "magic" lie deep-learning models known as foundation models (FMs). These FMs undergo extensive pre-training on vast datasets, becoming reservoirs of knowledge and adaptability. Their algorithms are suitable for various tasks, including the intricate art of content generation. Generative AI, much like a seasoned learner, can master one skill, like predicting the subsequent word in a sentence, and seamlessly apply this ability to a myriad of text-related tasks, whether it's crafting informative articles, jokes, or even intricate lines of code. In contrast, traditional AI focuses on mastering a singular task under human guidance, using data specifically tailored to that endeavor. While it can achieve high precision through meticulous fine-tuning, it requires retraining for each and every new use case. 

In this sense, Generative AI marks a significant leap forward in terms of power, sophistication, and practicality—an evolution that fundamentally alters our interaction with Artificial Intelligence, and many are realizing its untapped, ever-growing potential. According to Forbes, venture capitalists have increased investment in Generative AI by 425%.

The main reason it has been released to the public is to allow the AI engine to learn and improve. At this point, ChatGPT is not ready to be a holistic customer-communication solution that can be responsible for high-stakes tasks.

However, there are ways you can begin to leverage the GPT-3 language model, regardless of those limitations, as a supporting element within automated WhatsApp conversations.

3.2 The State of Adoption of Generative AI in Sales

The ascent of Generative AI within the realms of Marketing and Sales has been nothing short of meteoric. These domains, driven by text-based communication and the pursuit of personalized interactions on a grand scale, have found a powerful ally in this technology. It’s hardly surprising since—as already touched on in the previous section—the capabilities of Generative AI extend to creating customized messages that are meticulously tailored to individual customers' unique interests, preferences, and behavioral traits. Moreover, Generative AI can take on a wide range of tasks, from crafting initial drafts of brand advertising and crafting attention-grabbing headlines and slogans to composing engaging social media posts and producing product descriptions that resonate deeply with the intended audience—all of which are inherent to Marketing and Sales processes. 

According to Gartner, by 2025, 75% of Sales organizations are predicted to augment traditional sales playbooks with AI-guided selling solutions. Similarly, according to a McKinsey report, business leaders anticipate that Generative AI will substantially influence a variety of use cases. Notably, it is expected to have a pronounced impact on activities early in the customer journey, such as lead identification, marketing optimization, and personalized outreach. Among these, the most prominent focus is prospecting and lead generation, an area experiencing significant early momentum. Many players have already initiated the deployment of Generative AI use cases, although this merely scratches the surface of its potential.

The same research also found that 90% of business leaders expect to use Generative AI solutions “often” over the next two years and that the use of generative AI in Sales and Marketing could be the main driver of the technology’s impact in business:

This might feel overwhelming, but it’s far from too late to jump onto the generative AI train. While many business leaders already use Generative AI, most feel it’s still vastly underutilized, keeping the incentive of early bird adoption alive and kicking.

A fully-GPT-3-driven chatbot is not foolproof, yet!

However, it is possible to start experimenting with the large language model to fulfill supporting functions and fill in the gaps that are known to block communication flows. In other words, while we can't allow the AI to roam freely, it can have some autonomy if given a very specific goal and rules to complete the task.

For example, integrating a GPT-3 model can help collect information on the number of guests that will be staying in a hotel. The user is allowed to answer freely—be it by providing a numeric or text value—“two guests” or “2”—and the chatbot will be able to interpret those values.

Once the task is completed, the conversation returns to the structured flow defined in your builder with the data extracted. The AI made the interaction natural, and you have the data needed to process the action—in this case, booking a hotel room.

The implications of these experiments are far-reaching. "Controlled humanization" of conversational sequences and lightning-speed-development for customized flows are game changers because they can help:

Shorten the time-to-value when automating operations

Create more fluent, natural flows while following a set structure and maintaining control

Get buy-in from leadership by being able to present a chatbot flow within hours/days

These advances in no-code chatbot builders and AI ensure that the conversationalization of business communication is here to stay. There have been challenges in implementing WhatsApp-led growth strategies for lead generation and customer support. However, the release of the GPT-3 model is one of the key elements that hold the potential to diminish, if not eliminate, the top concerns by both profiles.

3.3 How Can Generative AI Impact Lead Management Operations

Generative AI has already found its footing in Customer Service thanks to its knack for automating interactions using natural language. Research revealed a compelling case at a company with 5000 customer service agents. The integration of Generative AI led to a 14% increase in issue resolution per hour and a 9% reduction in the time spent on each problem. Additionally, it curbed agent attrition and lowered requests to speak with a manager by 25%. What's interesting, these improvements were most pronounced among less-experienced agents. The technology has the same potential to revolutionize the entire Lead Management Operations function, improving the customer experience and agent productivity through digital self-service and enhancing and augmenting Sales agent skills. 

For example, smart use of Generative AI can lead to: 

a) Reduced lead response times. Generative AI—for instance, in the form of a conversational assistant—could minimize lead response times by reacting to and answering inquiries in real time while preserving the concept of personalized one-on-one interactions and so, drastically increasing the potential for lead capture and conversion. 

b) Increase the probability of sale. A Generative AI chatbot could prioritize leads by collecting structured and unstructured data by creating a comprehensive lead profile and a score indicating sales readiness and doing so in a way that feels organic from the customer's point of view. Based on the AI’s assessment, the bot can redirect the lead to the Sales team or the relevant nurture sequence. This way, Sales agents don’t waste their time on leads who are not ready to buy or speak with an agent, which directly affects their productivity and potential to close sales. 

c) Improve lead nurture and development. Generative AI could help Marketing and Sales professionals nurture leads who are not yet ready to buy. This could be potentially achieved by using AI to synthesize relevant product information and customer profiles and even create discussion scripts for sales agents to facilitate further conversations. Or, you could use the technology to nurture leads in the form of a virtual assistant. The assistant could establish a two-way conversation on a user-preferred channel, like WhatsApp, and use it to share personalized content with which the lead can interact in real-time—in other words, keep on providing new data for further personalization and readiness-score assessment. 

According to McKinsey's analysis, incorporating Generative AI into sales processes could potentially boost Sales productivity by around 3 to 5% of current global sales spending. It's worth noting that this estimate does not include the full extent of potential additional revenue that Generative AI can steer into sales operations. For instance, the AI's knack for pinpointing leads and streamlining follow-up efforts could unearth new leads and enhance outreach efforts, leading to extra revenue. Additionally, the time saved by Sales agents could be redirected towards fostering higher-quality customer interactions, ultimately translating into improved sales performance.

Consumers worldwide are increasingly accustomed to faster service and demand better, more personalized experiences regardless of industry.

WhatsApp automation and the introduction of ChatGPT only add fuel to the growing fire of demand.

Marketers and customer support operatives alike aspire to satisfy consumer needs, often with multichannel experiences. Still, the gap between expectations and reality remains wide.

When questioned about channel preference regarding customer support, WhatsApp is, without argument, a consumer favorite. However, most companies continue to provide their customer support via email (79%), call centers (45%), and social media (35%).

In terms of marketing communications, consumers indicated WhatsApp as their second preferred channel, right after email. Still, the disparity in consumer expectations and reality is prevalent as—besides email—most brands continue to rely primarily on social media (49%) and SMS messaging (33%).

4. How to Introduce Generative AI Lead Management into Your Workflow

The argument for adopting Artificial Intelligence in business is strong, but it's essential to acknowledge the breakneck pace at which AI technology evolves. This rapid evolution is not without its challenges and potential roadblocks. Addressing these issues calls for the development of considered strategies and effective governance.

From data privacy and security to quality control and integration and compatibility, the endeavor poses many issues that require a thoughtful approach that addresses these concerns while harnessing the AI's potential benefits. It requires striking a balance between innovation, ethics, and risk management. 

In that spirit, we put together six crucial stages to guide the AI transformation within your revenue operations:

1. Conduct a Thorough Audit of Your Marketing and Sales Activities: Begin by evaluating your existing marketing and sales tech infrastructure and assessing the in-house skills and expertise. Explore the potential of open-source, low-code, or cost-effective tech tools and solutions to facilitate the incorporation of generative AI into critical use cases.

2. Form a Dedicated Generative AI Task Force: The success of any project hinges on accountability and structure. Assemble a cross-functional team, drawing members from various departments like marketing, sales, and IT, to delve into the possibilities and examine the applicability of commercial use cases for generative AI.

3. Provide Basic Generative AI Training: Empower your team by offering workshops that lay the groundwork for understanding generative AI. These sessions should inspire and equip your workforce with a clearer vision of potential applications and the confidence to propose and execute experiments.

4. Identify Low-Hanging Fruit: Seek out uncomplicated, high-impact, and low-cost use cases within your customer journey. These could include tasks like capturing contact details, streamlining pre-meeting discovery, or enhancing lead scoring. Implement some "guardrails" to mitigate risks.

5. Run a Generative AI Experiment: Begin your journey by launching and testing a couple of promising use cases within a specific segment of the sales cycle, such as the top-of-funnel activities. Keep a close eye on the results, identify any challenges, and refine the process for wider implementation.

Establish Generative AI Guidelines for Your Sales Team: Set clear guidelines for your Sales team, such as, for instance, prohibitions on entering sensitive customer data into Generative AI tools. Maintain a high standard for verifying outputs, particularly when the content is intended for external consumption. These safeguards will help ensure generative AI's responsible and ethical use in your sales operations.

There’s a reason consumers have given the green “tick” to WhatsApp. Its popularity is clearly reflected in the perceived benefits. Consumers, from Generation Z to Baby Boomers, unanimously voted 24/7 availability during non-business hours (45%), convenience (42%), quick response times (42%), and personalized conversations (35%) as the main draws of the channel.


Interestingly, the above benefits can all be associated with chatbots in general. But, why is WhatsApp succeeding where other web-based conversational automation hasn’t before?

Its appeal lies in offering a unique brand-consumer connection that promotes:

Comfort and security: Conversations take place on an encrypted platform that is already integrated into consumers’ daily lives.

Continuity: Interactions and the data exchanged within the chat never disappear, allowing for more seamless personalization and minimizing needless back-and-forth.

Mobile first, desktop friendly: Conversations are notlimited to a specific place and are fluid across devices.

Asynchronicity: Conversations are not limited to a specific time. While you can provide immediate responses, users can take their time and contact you at their convenience.

Availability: WhatsApp provides a reliable channel to those living in areas with limited internet connectivity making it widely accessible.

5. Landbot AI: Low Code Path to Integrating Generative AI in Your Lead Management Strategy

Generative AI can be leveraged in a multitude of ways. However, at Landbot, we are big fans of conversations that offer not only sought-after instantaneity but also a means of communication that feels comfortable and familiar to consumers. 

It goes without question that automated messaging and chat conversations have emerged as pivotal tools for enhancing business-consumer communication. Their key strength lies in their ability to provide instant, personalized, and convenient interactions that cater to the expectations of modern consumers. Their 24/7 availability ensures that customers can engage with a business at any time, even beyond standard working hours. This accessibility not only satisfies customer demands for swift responses but also enables businesses to capture and process lead information and inquiries promptly, leading to improved customer satisfaction and potentially increased conversions. Additionally, the automation factor offers consistency in responses, reducing the risk of human errors and providing standardized information to customers.

Nevertheless, it’s also important to note that the complexity of AI integration and the technical expertise often required can be daunting, leaving many organizations hesitant to adopt these valuable tools. That's precisely why Landbot places a strong emphasis on creating AI features that are not only practical but also remarkably easy to apply and implement

Landbot's most accessible AI feature for Sales teams, "AI Lead Gen Assistant," is a path to an AI-powered chatbot that can revolutionize the way your team manages and converts leads.

It allows you to train your chatbot in a structured and straightforward manner by asking you to simply specify questions and data you want to collect. 

If you are not sure how to go about it, you can also opt to start with a use-case-specific example that gets you started with core questions for one of the following instances: 

- Contact details

- BANT (budget, authority, need, and timing)

- Meeting qualification

- Pre-meeting discovery

The entire setup bypasses technical complexity usually associated with AI assistants. However, the feature can still be integrated into a technically more advanced setup if required. To learn more about the feature, see our AI Sales Assistant tutorial. Still, that is just one of many ways you can create an AI sales assistant with Landbot!

All in all, by providing user-friendly platforms that require minimal coding, Landbot ensures that both tech-savvy and non-tech users can harness the power of AI to streamline their operations and enhance customer experiences. This approach reduces the barriers to entry for businesses seeking to leverage the benefits of AI in their daily operations, making it accessible and feasible for a wide range of industries and professionals.

A short time ago, Landbot’s CEO, Jiaqi Pan, emphasized the importance of adopting a new mindset when it comes to building a WhatsApp-led growth strategy, focusing on the following:

Retention instead of acquisition

Building relationships instead of chasing transactions

Enabling team collaboration instead of competition

He theorized that to leverage WhatsApp automation to the fullest, it can’t work in silos but rather span across departments and work in harmony with the entirety of the customer journey. Hence, the question is not whether it is better to use WhatsApp for marketing purposes or customer support. Instead, you need to ask where you are lagging when it comes to fulfilling customer expectations. Which gaps in the journey can WhatsApp help you bridge?

Consumer responses corroborate his theory, as most respondents are open to using WhatsApp to communicate with businesses in a wide range of instances. Access to customer support (49%) and receiving delivery notifications (36%) are the most popular uses.

Interestingly, providing feedback (31%) and receiving promotional content (27%) are just a little behind. This is an important observation.

The top choices favor the customers, but the runner-up use cases provide a more direct value to businesses.

In saturated markets, reviews are crucial and notoriously hard to get, while promotional content is often overlooked. This begs the question of whether—beyond convenience—it’s the personal, more informal nature of WhatsApp communication that makes users more likely to engage. It’s a way to stand out amongst the noise.

The responses in the graph on the right only provide a general snapshot of consumer preferences for WhatsApp use cases. Their tendencies can differ largely depending on the context.

For instance, Plum (employee benefits platform that provides group medical insurance) based its entire WhatsApp-led growth strategy on allowing customers to use the channel to file claims.

This use case naturally involves uploading a lot of sensitive data and documents—an interaction that ranks last with only 9% of votes.

Even so, Plum achieved an 85% opt-in rate from users wanting to file claims via their WhatsApp channel, uploading personal information. In fact, Plum continues to process 80% of all claims via WhatsApp. This use case reiterates the importance of building your WhatsApp-led growth strategy, thinking first and foremost of the pain point you're alleviating for customers. The results might surprise you.

6. Conclusion

The journey towards achieving higher efficiency in Lead Management through integrating Generative AI is nothing short of inspiring. In this whitepaper, we delved into the pivotal role of efficient Lead Management, the challenges faced by Sales teams, and the transformative potential of Generative AI in overcoming these hurdles. It is now evident that Generative AI—especially in conversational form—has the power to expedite lead responses, enhance sales probabilities, and elevate lead nurturing, ultimately revitalizing Sales productivity. In other words, doing more with less.

Nonetheless, introducing Generative AI into your workflow requires a well-considered and structured approach, where you audit your current Marketing and Sales activities, assemble a dedicated task force, equip your team with foundational training, identify quick wins, embark on transformative experiments, and set clear guidelines for your sales team. At Landbot, we attempt to simplify this transition by offering an accessible, low-code pathway to seamlessly integrate AI into the Lead Management strategy, ensuring that this cutting-edge technology is within reach for professionals across various industries.

As the business landscape continues to evolve at a rapid pace, embracing Generative AI in Lead Management isn't just a strategy to meet and exceed ambitious Sales targets; it's a journey toward creating remarkable and personalized customer experiences. This journey is bound to fuel long-term growth, profitability, and success in the era of AI.

1

Choose the right
WhatsApp BSP partner

All major challenges related to WhatsApp adoption circle back to finding the right WhatsApp BSP that has the supporting tools needed for success.

Issues related to the high complexity of implementation, slowed time-to-value, or lack of easy-to-connect, built-in integrations are often within the scope of specialized low or no-code providers. While professionals show interest in WhatsApp, there seems to be a disconnect between expectations and actual market offerings and opportunities.

2

Consider a complete WhatsApp-Led growth strategy

Consumers eagerly embrace WhatsApp as a channel to communicate with businesses and brands. However, most companies miss out on the hidden growth opportunity by being too wary of adopting WhatsApp.

Moreover, when they do adopt WhatsApp, oftentimes, use cases are created in silos. Implementing a WhatsApp-led growth strategy from a company-wide perspective can alleviate pain points from end-to-end, providing continuity throughout the entire customer experience.

3

Leverage
no-code tools

Low-code and no-code solutions have been gaining in popularity, making a particularly big splash during the pandemic, when time was of the essence. While many associate no-code with website development, the variety available is virtually endless, extending to the realm of WhatsApp automation, as well.

Whether you are working with a BSP or going solo, you can leverage no-code tools to manage campaigns and build chatbots to stay within budget, reduce complexity, and speed up time-to-value.

4

Keep your eyes open for
what's to come

The rise of ChatGPT is a step forward that cements the place of conversational automation in business.

While this technology is still in experimental stages, it offers a strongpoint of inspiration—a peek into what the future holds for consumer-business communication!

Professionals interested in WhatsApp automation should neither ignore this trend nor rush into it. For the time being, GPT-3 is an LLM model that allows us to experiment and leverage the technology by allowing you to design support functions such as bot-flow generation or humanization of low-impact conversations.

What does the future hold for WhatsApp-led growth? We're excited to find out.

Methodology
Timeframe
Survey launched between January 17 and January 20, 2023.
Profiles
Professionals from Marketing, Customer Support and Development, and consumers.
Population
600+ people, men and women, between the ages of 18 and 65.
Countries
United States, Mexico, Germany, Spain and the UK.