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53% of mobile website visitors will leave if a webpage doesn’t load within three seconds.

Google 

The above research well illustrated that people nowadays are too spoiled to wait. Thanks to technology. In other words, replying to your clients in just a second is not a saying but rather a reality. Remember when you got your message from your credit card company once you signed your dinner bill or the notification you received the second after you checked out your online shopping cart? Seriously, everyone, every sector has utilized this autoreply function through different media. 

When it comes to customer service, no matter it’s for some urgent product issues or the first-ever product inquiry, customers are particularly eager for your reply. Busy clients would not cater to your working hours. They might assume the inquiry is overlooked as long as

it is not yet acknowledged. 51% of customers would not come back if they have a terrible experience. 

That’s why autoreply is helpful. Immediate acknowledgment does not just ensure clients, and its automatic nature can lessen the workload and hence save cost. 


Key Sleekhacks to-go in this article:

  • How practical is Autoreply?
  • 【SMEs’ Readings】Ready-to-use autoreply in WhatsApp Business
  • To craft a WhatsApp autoreply
  • Best combo: WhatsApp X Chatbot
  • Autoreply via SleekFlow

How practical is Autoreply?

The essence of autoreply is acknowledgment. The beginner version is to show the status. For instance, if your customer service officers are offline or the line is busy and the expected response time. After all, you just need to ensure the customer that he or she is talking to someone.


The customer’s perception is your reality.

Kate Zabriskie


Autoreply can also be used for the aftersale follow-up. After the inquiry is processed, the chatbot can continue the conversation with customers to show that your company values them. 

The typical yet effective use of autoreply:

Automated Marketing

A customized message, as simple as addressing the customers’ names or specified messages for the different customer journeys. The right message delivered at the right timing could sustain a top-of-mind.  

Examples: 

  • Time-limited birthday discount
  • Product updates
  • Latest articles or tips sharing
  • Applying for promotion:

 “reply [1] to apply.” 

Automated Sale

Through automation, the sales team could follow up with a more significant amount of leads more efficiently.

Examples: 

  • Automated confirmation of meetings reminder
  • Products updates
  • Automatic reminders for the remaining goods in the shopping cart
  • Automated bills or receipts

Automated Customer Service

Building trust and reputation through outstanding customer service. The message crafted is not for promotion but rather for education or information.

Examples:

  • Welcoming message for new customers
  • Order confirmation
  • Out of business hours notice
  • Survey invitation
  • Overdue reminders

To summarize, the virtue of autoreply is “fast.” It enables enterprises to support consumers’ requests or inquiries quickly. Consumers will be notified if his or her ticket is in progress or finished. The process will hence be more transparent. Enterprises can continue to communicate with customers to boost their satisfaction and convert more sales opportunities.

Sell better as one team on all messaging channels.

Talk to our product specialists to set up your Social CRM and deliver great customer experiences from your sales, support and marketing teams.

【SMEs’ Readings】Ready-to-use autoreply in WhatsApp Business

First thing first, this built-in function is FREE! 

There is an autoreply built-in function you should leverage for your WhatsApp Business account. It is free of charge, so no harm to try anyway! 

Away Message

You can set away messages when you are busy, out of the office, or away from your phone. A default message will be generated and delivered to all or some of your contacts. You can also set schedule away notifications in a particle time, such as during non-business hours.

To set away message:

  1. Go to Settings > Business Tools > Away Message
  2. Turn on Send Away Message
  3. Start editing by tapping message under MESSAGE!

Options for scheduling message:

o   Always send: send an automated message any time.
o   Custom schedule: send an automated message only at a specific time.
o   Outside of business hours: send an automated message only during non-business hours. You have to set up in business profile first. 

Options for target recipients:

o   Everyone
o   Exclude my contact: send away messages to contacts outside the address book.
o   Everyone except not to send away messages to some selected contacts.
o   Only send to Only send away message to selected contacts.

To be aware that away messages can only be sent when there is an internet connection.

Greeting message

You can set up a greeting message to your first-time customers so that you can engage with them without being awkward. Apart from sending automated replies when your customer approaches you, you can also utilize this function to contact customers that have not been in touch with you over the past 14 days to reheat the leads.

To set greeting messages:

  1. Go to Settings > Business Tools > Away Message
  2. Turn on Greeting Message
  3. Stat editing by tapping message under MESSAGE!

Options for target recipients:

o   Everyone
o   Exclude my contact: send away messages to contacts outside the address book.
o   Everyone except not to send away messages to some selected contacts.
o   Only send to: Only send away message to selected contacts.

Remember to save all options you selected before leaving the setting page of the greeting message.


64% of people across generations said that they prefer messaging to a call or email. 

Source: Hubspot Marketing Statistics


To craft a WhatsApp autoreply

Setting up an auto-reply function is not rocket science but what takes your great strength is crafting the content as the message itself is a brand touchpoint.  While the lengthy statement is not a common practice in social messaging, you have to precisely convey your ideas and information using a short number of lines.

Let’s dive right into some practical tricks:

First rule, 

Don’t say, “We will reply to you as soon as possible.”
Say, “We will be replying within 12 hours.”

Second, Set your messaging style guide.

Unify the language tone and message structure will strengthen your brand image and allow your customers to relate the content to your business immediately.

  • Use appropriate wordings
  • Avoid using industry jargon.
  • Apply a friendly tone throughout the whole message.
  • Use straightforward and understandable language.

Third, tell customers your next step.

Telling your customers the “what next” option will enhance customer’s confidence towards your business and hence, a higher retention rate. For instance, you can send a report to your customers within three days after the complaint is lodged. This can convince your consumers your company is well-prepared. Their opinions are heard and actions will be taken.  

Fourth, personalize your message.

Maintaining a friendly relationship with your customer is vital for your company’s success. Creating an excellent client experience can encourage word of mouth promotion and expand your customer base through your customers! You can personalize your message with no sweat by simply adding your customer’s name on it, while this can already wield a massive impact on making your customer feel good.

Fifth, provide an alternative contact method.

Instances are store locations and phone numbers. 

Sixth, integrate visual elements. 

55% of B2C (Business to Customer) content creators indicated that visual elements should be prioritized. Indeed, most people prefer looking at photos more than an enormous paragraph of wordings.

Bonus template: 

Hey{Name}! I am your dedicated helper! Please enter the number to select your language. 

 [1] 中文
 [2] English


Best combo】: WhatsApp X Chatbot

What are the upsides of WhatsApp Chatbot Combo?

To customer 

  • Fastest reply ever.
  • Always get acknowledged.
  • A genuine 24/7 customer support.
  • Ensuring that you are talking to an official account if the companies are using Official WhatsApp Business API

To enterprise

  • WhatsApp is suitable for a wide range of businesses regardless of the company size. 
  • Reduce human resources for 24/7 customer support.
  • Convenient broadcast message function.
  • Support multimedia content, e.g., photos.

To marketers

  • Utilize the WhatsApp Chatbot Broadcast function or market automation could significantly reduce Marketers’ workload.
  • WhatsApp is a proven effective means to reach potential customers.
  • The automated message can be customized—for example, a follow-up message for clients two days after purchase.
  • Support multimedia content, e.g., photos, to make your message more appealing.

To customer service 

  • Chatbot FAQ can enhance the efficiency of customer service. 
  • The chatbot can first handle those more straightforward questions with preset replies.
  • Chatbot reply could be practical resources like addresses, phone numbers, or even location pins.
  • Chatbots can be used to conduct surveys. 

To sales

  • Leads the customers down the sales funnel.
  • The WhatsApp Status can be used as a 24-hour promotion banner.
  • The chatbot could suggest related products and up-sell effectively.

However, don’t be over-excited about what a chatbot can do.  It also got its downsides. As mentioned, there are only two types of built-in autoreply, and it is not always easy to access directly to WhatsApp customer support in case anything goes wrong. 

That’s why you need a third-party expert platform.


How SleekFlow can help your autoreply 

Don’t know where to start? Talk to our expert

Other than setting “leaving message” and “greeting message,” you can explore more. On the SleekFlow platform, you could set up a template message to greet the first-time customer

You can refer to the template below: 

Hi, I am your dedicated assistant. 🤖💪 It’s so lovely to meet you here!

⚡️ We would like to handle your inquiry as soon as possible. Please select the services below by entering the number. You can come back to the main page by joining. [0] anytime. 

  1. General inquiry
  2. Address of stores 
  3. Product information and pricing
  4. 24-hour aftersale support
  5. Other suggestions 

◼️Instagram 

http://www.Instagram.com/abccompany

◼️Official Website 

http://www.abccompany.com

Using the above example, when the customer enters [3], your autoreply message could be a photo of your product catalog or a YouTube link to a product introduction video. When entering [5] the autoreply message could be directing your clients to file suggestions to a particular channel: 

Hi, please send the information below to customer.relations@abccompany.com. We will process your email in 3-5 working days. We are so excited to hear you! 

Name: 
Contact Number: 
Related issue: Customer service/ Products/ Others 

With autoreply, you could streamline the process and reply to your customers timely and effectively! 

Again, don’t know where to start? Talk to us


关于我们

SleekFlow is an Omni-Channel Social Commerce Platform that helps companies manage communication channels such as WhatsApp, Facebook Messenger, WeChat, Line, Live Chat, SMS, and Email all in one place. Use smart routing rules and targeted campaign messages to streamline sales, customer support and marketing workflows while integrating with 2500+ tools including eCommerce platforms and payment gateways to automate the whole customer journey with ease.


Read More:

Integrating WhatsApp with your sales platform

Quickly schedule WhatsApp message on Android and iPhone.

How to build: WhatsApp chatbot

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