WhatsApp Auto Reply: Streamline Communication

Effective customer communication can make a lot of difference in this ever-growing Indian Direct-to-Consumer (D2C) industry. Customers will always prefer a brand that responds faster than one that asks them to wait in long queues. 

However, streamlining customer interactions and asking your customer support executives to stay responsive 24/7 is next to impossible. 

But let me tell you, a solution to this is using WhatsApp for customer service, or you can call it the Ultimate WhatsApp Auto Reply guide for efficient communication.

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WhatsApp has always been one of the most popular communication channels for Indian customers. In fact, as of 2022, India recorded an overall WhatsApp user base of 581.93 million.  

WhatsApp's auto-reply feature lets you automate your replies and messages so your customers never have to wait for days to resolve their queries. Learn about the Benefits of WhatsApp Chatbots to further enhance your customer service.

This comprehensive guide will walk you through the ins and outs of WhatsApp auto replies and how D2C businesses can leverage it fully. But let’s start with how to set auto reply in whatsapp business.

What is WhatsApp auto reply?

WhatsApp's auto-reply feature is a handy tool that automatically sends predefined messages in response to incoming messages from customers. Whether you're away from your phone, handling multiple customer queries simultaneously, or just want to maintain a professional and prompt brand image, auto replies can save your brand a lot of time answering repetitive questions. Plus, with its fast speed, it can enhance customer satisfaction.

‍Benefits of Using WhatsApp Auto Reply

Still wondering why you should opt for the WhatsApp auto reply feature? Here we have listed all the reasons: 

Round-the-Clock Availability

Dealing with customers in different time zones is one of the biggest challenges that D2C brands deal with. If you are expanding your business and planning to expand cross-border, traditional business hours won’t work.

In fact, for Indian customers too, you have to be prepared as they tend to reach out at any hour. Whether it's an urgent query at dawn or a late-night product inquiry, your business must be ready to respond promptly. Auto response WhatsApp Business empower your business to maintain 24/7 availability.

Picture this: It's 3 AM, and a potential customer stumbles upon your WhatsApp number while browsing your website. Without auto replies or WhatsApp quick replies, that message may remain unanswered until the next working day, when the prospect moves on to a competitor. 

By deploying auto replies, you ensure that your customers receive an immediate response even during non-operational hours. This keeps them engaged and demonstrates your commitment to their needs. 

Checkout how Flipkart uses WhatsApp auto reply feature to automate price drop notifications: 

Improve Customer Service

Exceptional support is what your potential customers are looking for. By creating a predictable experience, where customers get notified about how their products are moving across different stages of the supply chain network until it reaches them, you build trust! And trust is what matters for building successful D2C operations. 

Auto replies on WhatsApp offer an unparalleled opportunity to elevate your customer service game. Prompt, informative, and polite automated responses can leave a lasting impression on your customers. Enhance your efficiency with WhatsApp Quick Reply.

Consider the scenario where a customer faces a minor issue with a product they purchased from your online store. If they receive an immediate auto reply acknowledging their problem and assuring them of a swift resolution, it can significantly reduce their anxiety and frustration. 

This initial response paves the way for a more positive customer experience, turning a problem into an opportunity to showcase your commitment to customer satisfaction. 

Watch how Lenskart uses WhatsApp auto replies to support customers and routes complex queries to the support executives: 

Handle High Volumes

Success in the D2C space often means a deluge of incoming messages and inquiries, especially during peak seasons or promotional campaigns. Managing this influx manually can be overwhelming and lead to multiple errors. Auto replies come to the rescue by efficiently handling high message volumes without compromising quality.

For instance, during a festival season like Diwali, your D2C business may receive hundreds or orders and, therefore, thousands of inquiries within minutes. Auto replies can instantly acknowledge these queries with predefined responses, ensuring every customer feels included. As a result, you maintain control over customer interactions, prevent information bottlenecks, and improve overall efficiency.

Maintain Consistency

Inconsistent communication can lead to misunderstandings and affect customer trust. When multiple team members handle customer queries, responses may vary in tone, style, or accuracy. WhatsApp Auto replies help maintain a uniform and consistent communication style, ensuring that every customer receives the same level of professionalism and information.

For instance, if a customer asks about your business hours, auto replies can provide a standard message with accurate operating hours, reducing the chances of discrepancies or misunderstandings. Consistency builds trust and reassures customers that they can rely on your business for reliable information and support.

Boost Productivity

Every minute counts when you are running a D2C business. Manually responding to routine queries, such as order confirmations or product availability, can consume valuable time that could be better invested elsewhere. Auto replies free up your team's bandwidth, allowing them to focus on more complex tasks and strategic initiatives.

Imagine the time your team saves by not having to respond individually to every order confirmation request. Instead, an automated message can acknowledge the order, provide a tracking link, and even offer a personalised thank-you note. This automation not only boosts productivity but also enhances the overall customer experience.

How to set up WhatsApp Auto Replies in WhatsApp Business application

Setting up WhatsApp Business uto reply is easy. Here's how you can do it:

Step 1: Download WhatsApp Business. You can download the WhatsApp Business app from the Google Play Store.

Step 2: Account Setup: Set up your business profile and verify your business’ contact number.

Step 3: Auto Reply Settings: Go to "Settings" > "Business settings" > "Away message." Here, you can set up your auto-reply messages for when you're busy or away.

Step 4: Customisation: You can customise your messages to include specific information, such as your business hours and services.

Step 5: Save and Activate: Once you've configured your auto replies, save the settings and activate them.

How to Enable Auto Reply Using the WhatsApp Business API

WhatsApp auto reply allows businesses to respond instantly to customer messages, improving engagement and efficiency. While the WhatsApp Business App offers basic auto-reply features, the WhatsApp Business API provides more advanced functionality, ideal for larger businesses handling high message volumes. Here’s a step-by-step guide on how to set up auto replies using the API.

Step 1: Set Up WhatsApp Business API Access

• To use the API, partner with an official WhatsApp Business Solution Provider (BSP) such as Twilio, WATI, or Tyntec.
• Submit your WhatsApp Business profile for approval via the BSP, and ensure your business complies with WhatsApp’s policies.

Step 2: Create Auto Reply Message Templates

• Use pre-approved templates for outbound messages, such as order updates, reminders, or service notifications.
• Submit templates for WhatsApp approval through the BSP platform, as only approved templates can be used for proactive messaging.

Step 3: Set Up Auto Reply Flows Using API Integration

• Use your BSP’s platform to configure automation rules. Define trigger events (e.g., first message from a customer) that will send an automatic reply.
• You can also set up intelligent auto-replies based on keywords or message types for more personalised responses.

Step 4: Test and Monitor Auto Reply Performance

Test the auto-reply flows to ensure the messages trigger correctly. Use WhatsApp’s analytics tools to monitor response rates and customer satisfaction.

WhatsApp auto reply examples

With Auto response WhatsApp Business being the next step for your team this quarter, let Pragma help you with some common quick replies template that you can copy and paste as per your business requirement.

1. Greetings or introduction 

• Hi there, thanks for reaching out! 🙋‍♂️
• Hi! My name is [employee name]. I will be happy to assist you.

2. 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.

3. 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.

For a more detailed examples of WhatsApp Auto Reply, we have created a list of top 17 WatsApp replies that will help you in setting up your guide. Access them below:

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WhatsApp Auto Reply Message Examples

Here are some examples of auto-reply messages tailored to different business scenarios:

1. Welcome Message

“Hi [Customer Name]! Welcome to [Business Name]. How can we assist you today?”

2. After-Hours Message

“Thank you for reaching out! We are currently closed but will respond to your query during business hours.”

3. Order Confirmation Message

“Your order #[Order ID] has been confirmed! We will notify you when it ships.”

4. Service Update Message

“Hi [Customer Name], your appointment for [Service] on [Date] has been confirmed.”

5. Payment Reminder

“Friendly reminder: Your payment of £[Amount] is due on [Date]. Please let us know if you need assistance.”

6. Support Request Acknowledgement

“Thank you for contacting support! A representative will get back to you shortly.”

Best Practices for Creating Effective Auto Reply Messages

Auto replies play a crucial role in enhancing customer engagement and ensuring timely communication. Here are some best practices to create effective auto-reply messages:

1. Keep It Clear and Concise

• Customers expect fast responses, so short and straightforward messages are ideal. Avoid overly complex or lengthy replies.

2. Set the Right Expectations

• Inform customers about response times and next steps:
  “Thank you for reaching out! Our team will get back to you within 24 hours.”

3. Personalise Your Messages

• Use personalisation elements such as the customer’s name or recent order details to make replies more engaging.

4. Include a Call to Action (CTA)

• Direct customers towards the next step, such as visiting your website or booking an appointment:
  “Please visit our FAQs page for more information: [link].”

5. Automate Outside Business Hours Messages

• Configure auto replies to inform customers if they contact you after hours, reassuring them they will receive a reply soon.

6. Offer Self-Service Options

Guide customers to self-service solutions like order tracking or FAQs to reduce unnecessary follow-ups.

What is the Difference Between Auto Reply in WhatsApp Business and WhatsApp Business API?

When choosing between WhatsApp Business and WhatsApp Business API for implementing auto-reply features, the decision can significantly impact your D2C business. 

Let's compare these two options specifically in terms of their auto-reply capabilities: 

WhatsApp Business

• Standard Auto Replies: WhatsApp Business offers basic auto-reply functionality, allowing businesses to set up predefined responses for specific scenarios. For instance, you can create auto replies for when you're away or busy.

• Customisation: While the auto-reply feature in WhatsApp Business is straightforward, it allows some customisation. In your responses, you can include essential information like your business hours and services.

• Ease of Use: WhatsApp Business is designed to be user-friendly, making it accessible to businesses of all sizes and technical expertise. It's a straightforward solution for small and medium-sized businesses.

WhatsApp Business API

• Advanced Auto Replies: WhatsApp Business API takes auto replies to the next level. It offers advanced automation capabilities, enabling highly customised and context-aware responses based on user behaviour and specific triggers.

• Interactive Messages: With WhatsApp Business API, you can send interactive messages beyond simple text responses. This means you can provide rich media like images, videos, documents, and even buttons for customers to interact with.

• Session Management: WhatsApp Business API supports session management, allowing for continuous customer conversations beyond the initial auto-reply. This is particularly useful for more complex interactions like order tracking or customer support.

• Deep Integration: While it requires integration with a third-party service provider, WhatsApp Business API offers deep integration with CRM systems, databases, and other business tools. This enables businesses to create highly personalised and dynamic auto replies.

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Limitations of Auto Reply for WhatsApp Business

While WhatsApp auto replies are beneficial, there are some limitations businesses need to be aware of:

1. Limited Customisation in the Business App

• The WhatsApp Business App offers only basic auto-reply options. For advanced automation, businesses need to use the API version.

2. Approval Process for Message Templates

• All proactive messages sent via the API must be pre-approved by WhatsApp, limiting flexibility.

3. Cannot Replace Human Interaction Entirely

• Auto replies are ideal for routine queries, but complex questions still require human intervention.

4. Potential Delays in Message Delivery

• Some users may experience delays due to network issues or WhatsApp’s message delivery limits.

5. Overuse of Auto Replies Can Frustrate Customers

Too many automated messages can make interactions feel impersonal. It’s important to balance automation with personal engagement.

Leading Male Fashion Brand “SNITCH” Increased CTR by 4% with the aid of WhatsApp Auto-reply feature 

Snitch, India's leading men's clothing brand, joined forces with Pragma to leverage the potential of WhatsApp's Auto Reply feature, resulting in remarkable cost savings of over ₹9.5 crore during FY21.

The company faced several challenges, including: 

• Excessive Return to Origin (RTO) orders
• Disruptions in fulfilment due to Non-Delivery Report (NDR) management issues 
• Inefficiencies in their Returns Management System.

Pragma’s D2C Operating System is a tailored solution for each stage of the customer journey, stepping in and delivering transformative results.

Here's a peek into the outcomes achieved FY21:

🏆 RTOs reduced by an impressive 27.45%.

🏆 15,999 NDR cases were successfully resolved and fulfilled.

🏆 Prepaid Orders saw a substantial 4.27% increase.

🏆 The Returns Management System was entirely automated, streamlining operations.

In addition to these achievements, WhatsApp broadcasts played a pivotal role in Snitch's success. The open rate for promotional campaigns soared to an impressive 73%, with an average Click-Through Rate (CTR) of 4%. 

So, what strategies led to these outstanding results?

✔️ An automated abandoned cart recovery system and messages were implemented, effectively reducing revenue losses.

✔️ Pragma's comprehensive data analysis, spanning multiple platforms and encompassing data from over 450 brands, identified users at high risk of RTOs, enabling proactive flagging.

✔️ In-depth logistic analysis was conducted to pinpoint potential Service Level Agreements (SLAs) breaches, helping the company promptly address these issues.

Click here to explore the complete case study and delve deeper into Snitch's remarkable success story.

Final Thoughts

WhatsApp auto replies are indispensable for Indian D2C businesses looking to enhance customer service, streamline communication, and maintain a professional image. Whether you choose the WhatsApp Business app or the API, the ability to provide instant responses can make a significant difference in customer satisfaction and business success. Leverage WhatsApp for Customer Support to stay ahead in the competitive market.

FAQs

Can I schedule auto replies for specific times?

Yes! WhatsApp Business Solutions lets you schedule auto replies to match your business hours. This means you can provide timely responses during your operational hours and ensure customers get the information they need when it matters most. It's a fantastic way to maintain a consistent and professional image, even when you're off the clock.

Can I customise auto replies for different types of messages?

Yes! WhatsApp Business Solutions offers a high level of customisation. You can tailor auto replies to specific message types or customer segments. Whether it's a general greeting, order confirmation, or handling inquiries from different customer groups, you can create personalised responses that cater to your audience's unique needs.

Is WhatsApp Business API suitable for all businesses?

WhatsApp Business API is a powerful tool, but it's better suited for larger businesses with substantial message volumes and the resources to manage integration with third-party service providers. Smaller businesses might find the WhatsApp Business app a more user-friendly and cost-effective choice for their needs, especially if they don't require the advanced features provided by the API.

Can I use emojis in my auto replies?

Absolutely! Emojis can add a touch of friendliness and personality to your auto replies. They help convey emotions and make your responses more engaging. However, it's essential to use emojis judiciously and ensure they match the context of your messages. Emojis can enhance your auto replies but should be used tastefully to maintain professionalism.

Are there any restrictions on the length of auto reply messages?

Yes, WhatsApp does impose character limits on auto reply messages. It's essential to keep your responses concise and to the point while still providing all necessary information. This ensures that your auto replies are effective and that customers receive clear and easily digestible messages. Remember, brevity is the soul of wit, even in automated responses!

Can I set up different auto replies for different languages?

Yes, WhatsApp Business Solutions supports multilingual auto replies. You can create custom responses in various languages to cater to a diverse customer base, ensuring a more personalised and user-friendly experience for customers who communicate in different languages.

Can I track the performance of my auto replies and gather insights?

WhatsApp Business Solutions provides analytics tools that allow you to track the performance of your auto replies. You can monitor metrics like open rates, response times, and customer engagement, providing valuable insights to refine your messaging strategy and enhance customer interactions.