Remember speed dial feature on all of the non-smart phones? Like you just press and hold a button and it will call the person assigned to that number.
Similarly for businesses using WhatsApp as their preferred communication channel, Whatsapp Quick Reply Message does the same thing.
As digitisation rises, such a system brings a disbalance of trade, a disbalance of demand and supply. To fulfil the demand, 100s of software have come up with various offerings, each being better than the other. But, what’s the best platform here? And trust us, WhatsApp Quick Reply use cases is the thing for your business.
A platform that analyses data to personalise the customer experience, a brand that frees up human bandwidth by automating tasks and sells Convenience over Product.
With that being said, for you as a D2C brand, staying connected with your audience is more crucial than ever. Searching for ways to attend to your customer queries 24X7 around the year highly attributes to how likely a customer is to buy from your brand.
But imagine a tool that could empower your support team with instant, personalised responses to your customers' inquiries – anytime, anywhere. Seems like a match made in heaven?
It’s nothing but a simple feature of a Whatsapp Business account known as - WhatsApp Quick Reply. As the name suggests, it helps in replying quickly.
But what exactly is this, how to create quick reply in WhatsApp business and how t used across the D2C sector to empower users?
In this comprehensive guide, we will explore how WhatsApp Quick Reply messages can transform your D2C brand’s communication strategy, providing you with a direct line to your D2C audience and enhancing customer engagement.
Guide to using WhatsApp Quick Replies for your eCommerce business
What are WhatsApp Quick Replies?
WhatsApp quick replies are a powerful feature that allows any Whatsapp business account to send predefined responses to users to common inquiries. These common queries can be anything but not limited to:
- General greetings to a user
- Queries on the order tracking
- Return Policies for a niche product
- Refund amount status
- Non-availability of products
- Response for delayed replies
- Closing conversations
If you’re thinking such a feature doesn’t add a lot of value to your support team, then think of it this way -
- This will improve the response time for the user.
- Helps save your customer service team time and frees bandwidth.
- And most importantly, it ensures consistent information and a consistent brand voice across chats.
Plus, it's a great way for agents to talk to multiple customers at a single time.
Now, as a D2C brand, this means you have swiftly addressed your customers' most frequent questions while providing them with quick information. Now let’s think of how to build this personalised D2C assistant for all things quick replies.
How to set up and send WhatsApp Quick Replies on the WhatsApp Business App?
Congratulations!
You now understand what are Whatsapp quick replies and the basics of why you need them. Now, let's get into the actual steps of setting up WhatsApp Quick Reply for your brand.
Though Whatsapp themselves also provide the feature of quick replies, there are limitations like; stores up to 50 quick replies only, replies can’t be categorised and supports only images in media replies.
Whereas, an Omni Channel CRM platform like Pragma can help D2C brands by overcoming these limitations that help them build a sustainable quick reply structure to serve their users.
To get started, let’s understand the nuances of how to create quick reply in whatsapp business
first.
Once you have access to your WhatsApp Business Account:
- Access Quick Replies:
Open your WhatsApp Business app and navigate to "Settings," then "Business settings," and finally, "Quick Replies."
- Create Your Quick Reply:
Click the "+" icon to add a new Quick Reply. Assign a shortcut – a keyword that triggers the response – and craft the message you want to send to your D2C customers.
- Save and Utilise:
Once your Quick Reply is ready, save it. Now, whenever a customer sends a message containing the assigned keyword, WhatsApp will suggest your Quick Reply, making it easy for you to respond swiftly.
What can be simpler than a 3-step process that can automate most user queries?
Till the time we wait for your answers, have you wondered how popular are these quick replies among businesses? To be specific, D2C brands?
If not, let us take this lead to help you understand more!
What are the benefits of WhatsApp Quick Replies?
Now that you know how to set quick reply on WhatsApp business it’s time to understand the benefits that wait for your business via setting this up.
With user experience being the centre for D2C brands, new technology and features are always being taken up by brands. One such feature that we learnt above was Whatsapp Quick Replies. Although we know how simple it is to set up such a thing, are you wondering why in the first place should your brand opt for such a feature?
If yes, we’ve combined exactly all these benefits to convince you as to why it can be your next best investment. Let’s see them:
- Improves efficiency in your operations
Quick Replies enables your support team to address customer inquiries instantly. This in turn saves time for both your support team as well as your customer never feels unattended.
- Consistent messaging across users
With your brand having predefined responses for user queries, the information received by the user ensures the information maintains a consistent brand voice across chats, helping in building trust and loyalty.
- Instantaneous round-the-clock support
In the absence of your support team, it helps you automate user responses by simply mentioning specific keywords that the user might seek help from.
Supposedly, if a user query contains keywords like opening time, and closing time, an automated message can be sent that mentions, “Hey, our store timings are from 10 am to 9 pm on all weekdays, and 12 pm to midnight on weekends.”
- Run personalisation at Scale
While the quick replies remain standardised across your brand, you can customise them with things like user name [Name], adding a touch of personalisation to your responses. This doesn’t let the customer think they are talking to bots, instead the human support team.
- Optimised D2C Resources
With Quick Replies handling routine queries, your D2C support team can focus on more important tasks, while automating the whole process and maximising efficiency.
With that being said, we hope that we have answered your biggest question: Why does my brand need this? Now before you scroll any further, we have something amazing for you.
Call it a cheat-sheet, or a gift Pragma has crafted exclusively for you. Let's get you there!
17 top quick reply messages for a D2C brand - Use Cases
This is a life-saving material for D2C brands - Just Copy & Paste these messages by following the steps mentioned above and create a funnel to make sure you don’t leave any user unattended.
- Greetings or introduction
- Hi there, thanks for reaching out! 🙋♂️
- Hi! My name is [employee name]. I will be happy to assist you.
- Hi, [customer name]. Thanks for reaching out to [organisation]. How may I assist you today?
- Thank you for your message, [customer name]. We’re currently away as our operating hours are from [business hours]. We’ll get back to you as soon as we can!
- Hey! It's wonderful to have you here at [organisation]. How can we help you today?
- FAQs
- Our shipping options include standard, express, and same-day delivery. You can find specific details here: [Link]
- You can easily track your order by visiting [Tracking Link] and entering your order ID or your registered mobile number.
- Our return policy allows for hassle-free returns within 30 days. Please read our return policy for more information: [Link]
- Discounts, Offers, and Refunds:
- Yes! Currently, we have a 20% discount on selected items. You can check out the discounts on: [Link]
- [customer name], during checkout, enter the coupon code in the designated field, and the discount will be applied.
- Refunds are usually processed within 5-7 business days after we receive the returned item.
- Technical Issue:
- Please try resetting your password. If the issue persists, let us know, and we'll assist you.
- We apologise for the inconvenience. Can you try clearing your browser cache or try a different browser?
- Ensure your payment details are correct. If the issue continues, contact us, and we'll guide you through it.
- Closing Conversation:
- Thank you for chatting with us! Feel free to return anytime you need assistance. Have a great day! 👋
- We're glad we could help! If you have more questions in the future, don't hesitate to ask. Take care!
- Your satisfaction is our priority. If you need anything else, we're just a message away. Hope you have a great day ahead!
But wait, there's something more for you to understand before you make up your mind to opt for Whatsapp quick replies.
How to enable a Loss-free E-commerce Business
How Pragma empowered Snitch, a clothing brand Save over ₹9,50,00,000 FY21!
Inefficiencies and incapacities in various stages of the consumer’s purchase experience is a common problem across the D2C industry. This leads to bigger losses like:
- Increased RTO rates
- Fulfilment potential affected in NDR management
- Inefficiencies in Returns Management System
This is when the Pragma and Snitch team joined hands and Pragma’s D2C Operating System was installed to target the key stages to analyse and optimise intricate aspects.
The result?
- RTOs reduced by 27.45%
- 15,999 NDRs solved and fulfilled
- Prepaid Orders increased by 4.27%
- Automated 100% of Returns Management System
Moreover, Snitch used WhatsApp Broadcast messaging for promotional campaigns and updates where the Open rate for these campaigns was at 73% and CTR at an average of 4%.
Not only Snitch, but brands like Faces Canada also benefited from Pragma’s Whatsapp quick reply message feature that helped them build a leading beauty brand.
Pragma is that partner for your D2C brand you’ll ever need to unlock the full potential of WhatsApp Quick Replies.
With that, we’re to the end of this exhaustive guide that covers everything you’ll ever need to know to build your Whatsapp quick reply foundation.
As a D2C brand, the way you connect with your users on a personalised and daily basis directly defines your success in this competitive world. WhatsApp Quick Reply message offers you a way to do just that – provide swift, personalised and accurate responses, enhancing D2C engagement.
With Pragma as your ally and the power of WhatsApp Quick Reply, the key to unlocking unparalleled customer engagement is in your hands. Remember, it's a competitive world, the faster you move, the farther you reach.
As we always say, it’s not only the product that matters but the user experience!
FAQs
- What is WhatsApp Quick Reply and how does it benefit D2C brands?
WhatsApp Quick Reply lets your brands send predefined responses to customer inquiries, lowering response time and maintaining brand consistency for improved engagement.
- How do I set up WhatsApp Quick Reply message for my brand?
Open the WhatsApp Business app, go to "Settings," "Business settings," and "Quick replies." Add a new reply with a keyword-triggered message for efficient customer support.
- What are the benefits of using WhatsApp Quick Reply for D2C brands?
Quick Replies speed up responses, ensure consistent brand messaging, provide 24/7 automated support, personalise interactions, and optimise support resources for D2C brands.
- How does WhatsApp Quick Reply enhance customer engagement for D2C brands?
WhatsApp Quick Reply offers prompt, personalised, and accurate responses to queries, helping build strong connections and positive user experiences for D2C brands.
- What are the examples of common Quick Replies used by D2C brands?
Sure! Examples include greetings, order tracking instructions, return policies, discounts, technical issue troubleshooting, and closing conversation messages for D2C brands.
Talk to our experts for a customised solution that can maximise your sales funnel
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