Replying well to customers on WhatsApp: timing, tone and template messages
WhatsApp is often customers’ first channel. A few simple habits to reply fast, clearly and professionally, every day.
For a large share of customers, WhatsApp is the most natural channel: you write as you would to a friend. But a customer who gets no quick reply often goes elsewhere. Here is how to reply better without spending the day on it.
Set a reply time
Decide on a realistic reply time, for example within the hour during opening hours, and keep to it. Show your hours in the WhatsApp Business profile: customers know what to expect.
Answer the question asked first
Start with the answer, then add context. “Yes, we have your size, it costs 15,000 FCFA” beats a long introduction before reaching the price.
Prepare a few template messages
- Welcome: “Hello, thank you for your message. How can I help you?”
- Out of hours: “We are closed, we will reply tomorrow from 8 a.m.”
- Taking an order: a list of details to confirm (product, quantity, address).
- Follow-up: a confirmation message when it ships.
The 24-hour rule with the official API
With the official WhatsApp Business API, you can reply freely during the 24 hours after the customer’s last message. After that, WhatsApp requires approved message templates. Hence the value of replying quickly.
Reply from the right number
If you have several activities, each number should answer for its own activity. It avoids confusion and reassures the customer.
With Pilot-Biz
Conversations from all your WhatsApp Business numbers arrive in the Messages tab, and you reply directly. Messaging is for receiving and answering your customers; it is not designed for bulk sending.