REPORT 2023
The Rise of WhatsApp-Led Growth
We surveyed more than 600 marketing and customer operations professionals as well as consumers to identify challenges and opportunities when it comes to WhatsApp automation. What’s more? We contrasted their responses to determine if businesses were aligned to consumer preferences.
Whether it’s for lead acquisition or providing quality customer service, one thing is certain: consumers expect a frictionless experience from end-to-end. All on WhatsApp. So, how can professionals from different sides of the buyer journey align the reality of WhatsApp automation to consumer expectations? That’s what this report intends to highlight.
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WhatsApp is consumer favorite, but only 30% of
professionals are using it
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WhatsApp is on the rise as a business communication channel for consumers. Some forward-thinking customer service and marketing professionals have identified this opportunity, but is adoption fast enough?
And moreover, has the implementation of WhatsApp business channels met consumer expectations?
Experts weigh in on the conversation
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I'm sure it's a matter of few days before website chatbots and WhatsApp chatbots will be using generative AI systems like ChatGPT trained on business-specific FAQ and Knowledge Base to provide human-like customer support 24/7.
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The intersection between WhatsApp Automation & AI creates an awesome opportunity for affordable, scalable lead generation that was previously unavailable. The more I play around with AI chatbots, the better I realize that it’s how and what we train them that gets results.
Same challenges, different departments
Despite marketing and customer service teams managing different parts of the customer journey, their top concerns with WhatsApp automation happen to coincide.
In both cases, challenges regarding budget limitations and the complexity of automation—eating up resources and time—are at the forefront.
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Convenience trumps automation hesitation
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 to business using WhatsApp to providing frictionless conversational experiences.
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Introducing Landbot AI:
Leveraging AI chatbots
Large Language Models (LLMs) have shaken up the status quo of WhatsApp automation with the emergence of Microsoft's ChatGPT, Google's Bard, and other AI tools to make frictionless conversational experiences a reality. Interested in seeing what Landbot is doing to leverage these recent advancements in AI? Download the report to find out.
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