WhatsApp Chatbot in Malaysia: Top 3 Sellers

Source: Statista

WhatsApp is the number one messenger application in Malaysia (see picture above). As customers prefer to use WhatsApp as a communication channel, it becomes a necessity for businesses in Malaysia to connect with them through this platform.

In this article, we explain how and where WhatsApp chatbots can be used by businesses and provide 3 vendors that help businesses get WhatsApp chatbots in Malaysia.

What is WhatsApp Chatbot?

A chatbot is an artificial intelligence (AI) software that can simulate a conversation (or chat) through natural language processing (NLP) and natural language understanding (NLU):

• messaging applications (such as Facebook Messenger)
• websites
• Mobile App (eg WhatsApp)

A chatbot interacts through text messages instead of voice interaction.

More specifically, a WhatsApp chatbot is one that is designed to integrate with the WhatsApp messaging platform. This means it can communicate with users within the WhatsApp app, providing a convenient and efficient way for businesses to:

• handle customer service inquiries
• provide information
• perform other business tasks

What are the use cases for WhatsApp chatbots in Malaysia?

1- Customer Services

Businesses can use WhatsApp chatbots to perform various customer support functions, such as:

This can help reduce the workload for human customer support agents and increase customer satisfaction by providing quick responses. Also, support teams can work on more complex service inquiries that require more human interaction.

Most customer service software integrates chatbots for omnichannel support. Learn more about it in our vendor selection guide on customer service software.

2- Retail and e-commerce

Many businesses in Malaysia are based online and can use WhatsApp chatbots to automate customer inquiries regarding orders, shipping, returns, etc. The company’s own chatbot can also be programmed to provide product recommendations based on customer preferences.

You can learn more about retail chatbots and conversational commerce from our articles.

3- Banking and Finance

Banks and financial institutions can use WhatsApp chatbots to provide customers with information about their accounts, transaction history, etc. This may also include alert notifications for suspicious activity or updates on the stock market.

4- Marketing and advertising

Businesses can use WhatsApp chatbots to send promotional messages, offers and discounts to customers. They can also use chatbots to collect customer data, which can be used to create more personalized marketing campaigns.

You can check out our Marketing Chatbot and Sales Chatbot articles for more information.

5- Travel, Restaurant and Hospitality

Travel agencies, airlines, and hotels can use WhatsApp chatbots to handle bookings, provide check-in information, send flight updates, and answer general customer inquiries.

Pizza Hut Malaysia was already taking orders through third-party apps on its website and through chatbots.

You can check out our Travel Chatbots, Restaurant Chatbots and Hospitality Chatbots articles for more information.

6- Healthcare

Hospitals and healthcare providers can use WhatsApp chatbots to schedule appointments, send reminders for medication, provide information about diseases and treatments, and more.

7- Government Services

Government agencies can use WhatsApp chatbots to provide citizens with information about various services, process applications, or send updates on issues such as road conditions or emergency situations.

What should companies be using WhatsApp chatbots for?

WhatsApp chatbots provide a number of benefits for businesses. Here are a few of them:

1. reach: WhatsApp has over 2 billion users globally, so using a WhatsApp chatbot opens up a huge potential audience for businesses. In some markets such as India, Malaysia and many other countries, WhatsApp is the leading messaging app, making it a particularly effective channel for customer interaction.
2. Enhanced Customer Service: Chatbots can quickly answer common customer questions, reduce wait times, and improve the overall customer experience. They can also operate 24/7 without a human agent, ensuring continuous customer support.
3. increase efficiency: By automating routine tasks, task-oriented chatbots can free up human resources to handle more complex issues. This improves overall business efficiency and can result in cost savings.
4. Scalability: A WhatsApp bot can handle multiple conversations at once. This means that a business can expand its customer service operations without a corresponding increase in human resources.
5. customer engagement: WhatsApp chatbots can be programmed to send personalized messages and offer tailored product recommendations. This can help increase customer engagement and loyalty.
6. Lead Generation and Conversion: WhatsApp chatbots can play a vital role in the sales funnel. These predictive chatbots can get leads through initial conversations, follow up with potential customers, and even complete sales transactions.
7. Feedback and Data Collection: Businesses can use chatbots to collect customer feedback and gain valuable insights. The collected data can be used to improve products and services and make more informed business decisions with advanced machine learning methods.

Top 3 Sellers of WhatsApp Chatbots in Malaysia

Below we have gathered top 3 chatbot companies that provide WhatsApp chatbot for businesses in Malaysia market.

1- Haptic

Sponsored by:

Haptic is a conversational commerce company with the capability to build WhatsApp Business Chatbots that:

• Streamline Customer Communications
• drive sales
• gather potential customer information
• Send custom notifications, which can include:
  • product suggestions
  • description of transaction
  • information on shipping

This can help businesses quickly access the WhatsApp API and develop ChatGPT-powered WhatsApp API chatbots that can understand user intent.

pros

• satisfactory customer support
• High ROI for long term digital transformation strategies
• AI chatbot with satisfactory analysis and monthly reports (see Figure 2)
  Figure 2
  
  Source: Capterra

Shortcoming

• Price can be a bit more expensive than other sellers
• Users say that sometimes there can be integration problems

Figure 3. Pros and Cons of Haptic According to Users

Source: Capterra

2- yellow.e

pros

• Analytics insights to understand user behavior
• Increases operational efficiency
• Setup and Ease of Use

Shortcoming

• Ticket system can be problematic at times
• Difficult to write custom scripts or integrate customized interfaces

Figure 4. Advantages and disadvantages of Yellow.AI according to users

Source: Capterra

3- Verloop.io

pros

• Chatbots are easy to integrate and deploy
• Fixes various issues with multiple bot flows
• improves customer satisfaction

Shortcoming

• Analytics is not well developed
• Some procedures are tedious or short
• Not deeply customizable (see Figure 5)

Figure 5. Customer review of Verloop.io

Source: G2

If you have any questions or need help finding sellers, don’t hesitate to contact us:

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Cem has been a Principal Analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (according to SimilarWeb) every month, including 55% of the Fortune 500.

Sem’s work has been cited by major global publications including Business Insider, Forbes, Washington Post, global firms such as Deloitte, HPE, and NGOs such as the World Economic Forum and supranational organizations such as the European Commission. You can see more reputable companies and resources referencing AIMultiple.

Throughout his career, Cem has served as a technology consultant, technology buyer, and technology entrepreneur. For more than a decade, he advised enterprises at McKinsey & Company and Altman Solon on their technology decisions. He also published a McKinsey report on Digitization.

He led the technology strategy and procurement of a telco, reporting to the CEO. He has also led the business development of Deep Tech company Hypatos which reached 7 digit annual recurring revenue and 0 to 9 digit valuation within 2 years. Cem’s work at Hypatos was covered by major technology publications such as TechCrunch and Business Insider.

Sem regularly speaks at international technology conferences. He graduated as a computer engineer from Bogazici University and holds an MBA from Columbia Business School.