5 Ways to Engage Your Customers on WhatsApp Business
5 Ways to Engage Your Customers on WhatsApp Business

5 Ways to Engage Your Customers on WhatsApp Business

Yogesh Narayanan

Table of Contents

WhatsApp Business has slowly and steadfastly become a staple communication tool for 2 billion users worldwide. Businesses have started to enable WhatsApp APIs into their operations and have shown prominent results in the increase of customer support. WhatsApp often comes up with unique features that adversely help your business engage with customers better - one being WhatsApp Template Messages.

5 Ways You Can Engage With New And Pre-existing Customers

Customer engagement is not something that you should only be thinking about converting a lead into a paying customer. So, if you are looking to deploy WhatsApp's template message features in your business, here are five ways to engage with new and pre-existing customers. Keep reading for 5 tips on how to engage with new and pre-existing customers. Before that, here is an example for engaging more customers:

Engage new and pre-existing customers on WhatsApp Broadcast
Read: How to send WhatsApp Broadcast: A guide for 2022

Consistent User Experience

Businesses nowadays look to bring a sense of consistency with their customer conversations and can do so by employing WhatsApp Chatbots to take over conversations to reduce time spent on frequently asked questions. Chatbots coded/non-coded amplify the user experience by presenting them with interactive message templates and quick options. A consistent customer experience can be created by a business through template messages with contextual rich text. Standardize your payment reminders, order updates, and reservations, by sending an approved WhatsApp Template Message. Messages can also contain media files and hyperlinks that can be integrated with CRMs to better automate conversations.

Buttons: CTA and Quick Reply

The attachment of the buttons to WhatsApp Template Messages permits one to include interactive elements like quick reply or call to actions.   Call to Action:  Using this type of button in a template message, users can either visit your business website or call your dedicated mobile number.  Quick Reply: With this type of button, users can reply by choosing from the given options provided when creating your template message.  These two interactive buttons can be attached to text or media template messages to drive more traffic to your required channels like website, support hotline number, and social handles.

Multi-lingual Messages

WhatsApp template messages allows you to change the same message into multiple languages in various countries. This reduces your agent response time in articulating a message, enabling a smoother customer experience. The multi-lingual feature of template messages allows your business to reuse pre-existing approved templates in 30+ different languages. The key point to note is that a template message has to be approved by WhatsApp according to the set guidelines to ensure users are not spammed. To know more about WhatsApp's Template Guidelines and Policies.

Read: Multilingual Chatbots: Build Chatbots That Speak in 20+ Languages and Grow Your Business Globally.

Personalized Variables

Another feature of WhatsApp templates are of the usage of variables within a message to ensure your customer experience is personalised. Variables can be of customer name, your business number, agent name, tracking details URL, order number, media files and so on. This better engages your customer with specific details that are automated with the help of your CRMs. These variables are easy to create within a template message and can be done by enclosing your variable within '{{}}' brackets.  Ensure that your variables are in the correct format for a quicker template message approval process.

Set the tone of your Business

Template messages follow a structured guideline that can further better your brands' voice and create clarity in the content you send out to customers. As mentioned earlier WhatsApp has a strict set of rules to approve your structured template message. By making certain that there are no errors with respect to the set guidelines, your template is well-drafted for all agents to use in customer support conversations. Some of the set rules/guidelines of WhatsApp template messages that you should keep in mind when creating one are:

a. Grammatical errors/ mistakes within the message.

b. Violation of policy under WhatsApp guidelines.

c. Template name formatting errors

d. Category selection to be selected according to the content of your message.

To know more about the approval of your template message or any other FAQ's regarding WhatsApp Template Messages.  

If you'd like to create your template message, we've got you covered! Follow our step by step demo on creating a WhatsApp template message on Gallabox.

WhatsApp template messages can be used for various use cases of your businesses, it is considered the most efficient way to boost your customer support. We hope this article gave you a better insight into how you can better engage your new and existing customers using template messages. At Gallabox, we help businesses better their customer conversations by providing them with a tool for WhatsApp Business APIs to employ WhatsApp Template Messages within their customer support operations.

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