WhatsApp messaging is one of the best ways to engage with your customers. Your messages arrive directly into one of the most popular apps in the world. You can judge deliverability rates quickly and easily. WhatsApp engagement is amongst the highest of all communication channels.
The problem is that typing out messages manually for all of the various use cases would amount to multiple people’s full-time jobs. Most companies have neither the time nor resources to manage that type of service. And frankly, why would you want to when you could automate the process?
In this blog, we’ll go over examples of WhatsApp templates you can use in your eCommerce business.
WhatsApp templates are messages that have been prewritten based on a scenario that includes the option to automate personalization and custom aspects. These types of messages are also known as Highly Structured Messages (HSM). When templates are written out you’ll see specific details are replaced by placeholders that pull information from a central dataset. This data creates dynamic content.
An example:
Hey there {{1}}, great to see you. Just so you know you can expect your order of {{2}} to be delivered today.
When combined with data, the dynamic content would create a message that looks like this:
Hey there Jimmy, great to see you. Just so you know you can expect your order of Vitamin C Serum to be delivered today.
This isn’t just a workaround, it’s a specific function that WhatsApp has created for business purposes. That means that they take the use of these templates or HSMs seriously and will review and approve them during the creation process. This is usually quick and only takes a few minutes but they say it can take up to 48 hours.
WhatsApp templates are a great way to keep in touch with your customers, share important information or update customers on their processes.
There are 10 core sections that WhatsApp Templates fall into:
These are the overall categorizations but there are a number of ways to use each of them. The word update can sound somewhat misleading as you can send WhatsApp templates to customers who are yet to interact with your business number.
A huge benefit is that you can use them to display interactive buttons. This simple addition creates a simple and easy-to-use call to action that gets great engagement.
Engage Your Recipients The power to engage with your audience in such a direct way should be seen as a privilege! Use the opportunity to create genuinely interesting, valuable, or informative content. Don’t send boring corporate-sounding messages, take it as a chance to build a relationship with the customer.
Avoid Overly Salesy Messaging Yes you do get to use the sleek buttons, but don’t over-send them as product links or offers. Nor should you just consistently send sales messages to your customers. The last thing they want is a barrage of adverts cluttering up their personal messages.
Don’t Spam People This should be taken as read. Spamming people using this service is a bannable offense if WhatsApp catches you. But you’re better than that. Never ask customers to share personal information via a template.
Remember that where the {{1}}, {{2}} etc are visible these are placeholders for dynamic content. There are various placeholders that you can input depending on what data you hold on your customers or prospects.
You only get one chance to make a great first impression, using this template right after a customer makes their first order can ensure that they’re on the right end of a great customer service process from the start. You can also use it as an opportunity to share a unique discount code increasing customer retention.
Hello there {{1}}! Thanks for choosing {{2}}. We’re so excited to have you with us that we’d love to share this code that gives you 10% off your next order with us: {{3}}. Just make sure to use it within {{4}} months before it expires!
Let’s say that a customer resets their password, changes their email, or updates their billing address. It’s a good idea to send them a quick message to confirm the update. This is great for flagging security issues as well as a helpful reminder next time they come to log in.
Thanks for updating your {{1}}, {{2}}! If this wasn’t you, please make sure you contact our customer support representatives at {{3}} as soon as possible. See you soon!
Not every company is able to offer 24/7 customer service or is open every day of the year. Having an auto-reply set up means that your customers hear from you with information without you having to manually reply.
Hello {{1}}, thanks for contacting us. Unfortunately, we can’t reply right now as we’re closed and celebrating {{2}}. We always try and get back to you within 24 hours so you should hear from us soon!
Missed appointments cost businesses revenue every year. A quick reminder can help customers turn up or remind them to cancel if necessary.
Hi there {{1}}, a quick reminder that you’re seeing {{2}} at the {{3}} office {{3}}. Don’t forget to turn up 15 minutes early so we can sign you in.
If you have an upcoming sale, a short-term discount code, or are running an event soon these messages work great.
We’re certain you wouldn’t want to miss out on this, {{1}}. It’s our Summer Sale! You’ve previously bought {{2}} and it’s going to be 30% off if you use code {{3}}! You’re welcome!
Technical issues can create a nightmare of tickets and messages for your customer service team. One quick template can update customers.
Hi {{1}}, we wanted to let you know that we’re experiencing an outage at the moment. We’re working on it and will update when we’re back! Hold on, won’t be long!
Let your customers know that payments have been completed, especially helpful when running a subscription service.
Hey there {{1}}, your subscription has been renewed as of {{2}} and payment was successfully taken. Thanks!
If you’ve sold tickets to an event, or have a limited capacity, you definitely want people to show up! A friendly reminder helps people to remember they have an upcoming event!
Hi {{1}}, remember when you bought that ticket for the awesome {{2}}. Well, it’s happening in {{3}} days! Can’t wait to see you there!
When used after a customer failed to complete an action you were hoping they would such as an abandoned cart, failed checkout, or simply didn’t sign up. A bit of a nudge can work wonders.
Hey there {{1}}, thanks for browsing our store. We saw that you added {{2}} to your cart but didn’t checkout. Would you like to checkout now? We don’t want you to miss out!
In a similar manner to appointment reminders, this template helps customers when they or you need to update their reservations.
Hi {{1}}, thanks for updating your reservation on {{2}}. We’re happy to confirm the new time is {{3}}. See you soon!
If you’re sending physical products, providing shipping updates makes a world of difference in customer experience. It saves them from logging into your website and manually checking and saves your customer service team lots of tickets.
Great news {{1}}, your order of {{2}} has shipped! You should receive it within {{3}} days. We really hope you enjoy it when it arrives. In fact, we want to hear all about it here {{4}}.
WhatsApp templates not only save a huge amount of time but can actively increase revenue earnt for your business. Leveraging templates that are engaging, informative, and valuable communication tool will not only save you time, but also improve sales and retention. WhatsApp marketing is exponentially easier when customer support is streamlined, so consider which templates you can use in the day to day.
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