How to Use WhatsApp Business Notifications for Customer Engagement

Account update

You can send updates using WhatsApp business notifications when a customer opens an account on your brand's website. Other than this, you can send updates when the system observes a change in the account settings. Customers will value this information as they can act quickly if something fishy happens.

Here is a template for this notification.

"Hi [name], We noticed you changed your password. Reach out to us if you did not do this."

Scheduling appointments

You can use whatsapp business notifications to confirm appointment schedules, reminders, and other information after the meeting. The reminders are a great way to inform customers of an upcoming meeting and allow them to cancel in time. 

Here is an example:

"Hi [name], We would like to remind you about your appointment scheduled today at 5:30 pm. Please let us know by noon if you are unable to make it. Thank you."

Reservation confirmation

Brands can use WhatsApp business notifications to send reservation updates to customers and their booking details.

Here's an example:

"Hi [name], Thank you for choosing Hotel Longview for your stay in Goa from 15-18 June 2023. We look forward to hosting you. You can use this link for further booking details: <insert link>."

Payment update

Another use of WhatsApp business notifications is to send a payment confirmation once a customer has placed an order. Alternatively, you can use it to send payment failure updates, unpaid invoices, and missed payments.

Here's an example:

"Hi [name], Thank you for shopping with us. We have received your payment of <amount> for <product name>. Your order will be dispatched shortly."

Shipping update

Another use of whatsapp business notifications is sending order dispatch and delivery updates to customers. You can also use it to inform the customer about possible delays. It will help you engage them better.

Let us look at an example of this:

"Hi [name], We have shipped your product from our warehouse. It will reach you within four working days. You use this link to track the delivery status: <insert link>."

Utility conversations

These are transactional conversation updates that help send updates to customers about the orders they place with your business. It could include successful or failed payment information, recurring billing details, invoices, and other post-purchase notifications.

Authentication messages

Authentication messages enhance security by using One-Time Passwords (OTPs) to verify user identity and prevent fraud. These messages add an extra layer of protection to sensitive transactions and account activities.

Businesses can send OTPs for:

• User registration to verify new accounts
• Password resets to help users recover access
• Account setting changes for added security
• Transaction approvals to prevent unauthorized payments

By implementing authentication messages, businesses can safeguard customer data, reduce fraud risks, and build trust with their users.

Marketing campaigns

These are WhatsApp business notifications you can use to inform your customer base of new product launches, flash sales, and other offers for your loyal customers.

Service conversations

Unlike the former three types, which are initiated by the business, a service conversation happens at the customer's request. The purpose of this conversation is to resolve issues or requests for product servicing. You can automate the answers to frequently asked questions and reduce the workload of your customer service team.

Real-time conversations

You can send immediate WhatsApp messages to customers to inform them about their transactions, deliveries, and other account-related activities. Customers feel valued when a brand updates them as required and sends personalized messages in real time.

Customization

You can use data on WhatsApp Business API, such as open rates and customer behavior, to segment them into different categories. 

With this segmentation, you can customize your messages to engage them further. For instance, you can send special discounts if a customer has been browsing your product catalog but hasn't placed an order yet.

Streamlining customer service

With WhatsApp business notifications, you can automate user-initiated conversations. This will allow your staff to manage only the more urgent and complex situations. Moreover, with WhatsApp, your agents can have multiple conversations simultaneously and see the conversation history to assess the situation quickly and respond accordingly.

Take customer consent

It is advisable to take customer consent before sending them messages on WhatsApp. The platform is committed to keeping the app spam-free for users. If too many users complain against you, WhatsApp may take action against your profile and block you from the system.

Keep the messages short

Use clear and crisp language in your messages. The length of the text should be just enough to convey the message without adding unnecessary details. This will help you relay the information to your customers appropriately.

Personalize messages

When you tailor all your messages based on previous interactions, it is likely to be more effective. For instance, adding a name and sending a reminder about an abandoned cart can influence the user to complete the purchase. 

Be wary of the time

Make sure you send messages at an appropriate time. The user may get irritated if you send messages during their peak office hours or late at night. 

Comply with WhatsApp guidelines

WhatsApp has a clear list of guidelines for business messages. Complying with them will ensure that you do not get banned for misuse of the platform.

Offer value

Make sure you do not send messages for the sake of it. Ensure that every single message you send out has valuable information and is useful to the user. It will increase open rates and response rates, and give you better customer engagement.

Track performance metrics

WhatsApp business gives you a lot of data that can help you understand the efficacy of your messages. You can use all this information to make the required improvements and streamline your communication.

Also Read: How to use WhatsApp marketing to grow your brand

Why am I not receiving WhatsApp Business notifications unless I open the app?

Check the background app restrictions on your device. In your phone settings, make sure that WhatsApp Business notification permissions are enabled and that you allow it to run in the background.

What types of notifications can I send via WhatsApp Business?

You can send transactional, promotional, reminder, verification, and customer support notifications, provided they comply with WhatsApp's guidelines.

Is it possible to block WhatsApp Business notifications after work hours?

You can schedule messages or use chatbot automation to pause notifications after work hours. Go to settings to mute or turn off notifications not to receive them. 

How can I send notifications to my customers via WhatsApp?

You can send notifications using the WhatsApp Business app’s broadcast feature or automate messages through the WhatsApp Business API integrated with CRM or chatbot software.