Innovations never stop! Recently, during Meta Conversations 2023, the Goal unveiled the revolutionary WhatsApp Flows, a feature designed to improve interactions between people and businesses on WhatsApp Business. This new feature promises to transform the consumer experience, generating a significant impact on the market.
WhatsApp Flows
WhatsApp Flows is a feature of the WhatsApp Business messaging app that allows users to perform various services without having to leave the app. The feature works through chatbots, which are robots that communicate with users via text, audio, or video messages, offering different options and solutions to their needs.
WhatsApp Flows has the following advantages:
- Making life easier for WhatsApp users by offering a practical and secure way to perform services through the app.
- It benefits companies and organizations that use WhatsApp as a communication channel with their customers and users, as it allows them to automate processes, reduce costs, and increase satisfaction.
- Integrate different services into a single platform, preventing users from having to download additional applications or access other websites.
- Respect users' privacy, as the data provided is encrypted and protected by WhatsApp.
Here are some examples of using WhatsApp Flows:
Book a table at a restaurant: The user can start a conversation with the restaurant's chatbot via WhatsApp and provide the date, time, and number of guests. The chatbot will check availability and confirm the reservation by sending the user a code or QR code.
Choosing a seat on the flight: The user can start a conversation with the airline's chatbot via WhatsApp and provide the reservation number and passenger name. The chatbot will display available seat options and allow the user to choose their preferred seat.
Make a doctor's appointment: Users can start a conversation with the clinic or hospital's chatbot via WhatsApp and indicate the type of consultation they'd like. The chatbot will display available doctors and appointment times, allowing users to schedule an appointment.
The Flows feature aims to make life easier for WhatsApp users by offering a practical and secure way to perform services through the app. Furthermore, the feature also benefits businesses and organizations that use WhatsApp as a communication channel with their customers and users, as it allows them to automate processes, reduce costs, and increase satisfaction. The feature is available to all WhatsApp users in Brazil and other countries.
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According to the Goal, The tool, applied at the offer stage, brought greater agility and conversion rate in hiring, providing an innovative and simplified experience for the customer. Additional improvements are still to come, including a simplified shopping cart view and the ability to modify options with a simple tap.
It's always important to remember that to integrate Chatbots with WhatsApp, you need to rely on the WhatsApp Business API – a solution offered by Matrix (Meta's official partner). With WhatsApp API, in addition to automation, companies have access to a multitude of resources to develop more professional conversations with their customers.
Want to automate your WhatsApp customer service? Want to offer services and test WhatsApp Flows? Talk to one of our Specialists – we can help: 0800 604 5555.
