They are more than 150 billion messages exchanged per day. 98% of Brazilians with WhatsApp on the cell phone. And 78% of them ready to communicate with companies through the app. It's impossible to ignore the power and potential of this tool in the professional field, specifically when it comes to communicating and interacting with users and customers.
Strategically thinking about every detail of this interaction is what makes the difference when it comes to delighting, converting, or simply providing support and service. And if the first impression is the one that lasts, even more preponderant are the Greeting Messages or simply the messages that can start your flow automated conversation, in the case of adherents to WhatsApp Business API.
Therefore, whether inserted into an automated flow or simply configured in the Greeting Message field, responding to that first customer contact strategically makes a difference.
For that There are ready-made greeting message templates that can be adapted to the context of different businesses and included in the greeting flow or field. It's important to keep in mind that, although templates are quite adaptable, it's always a good idea to customize them to your specific needs, context, language, and tone of voice.
Below, we've selected 5 great greeting templates. Read on.
Simple greeting
Models of short messages and aimed at different businesses and scenarios. They are quite adaptable and superficial – exactly for that reason lack customization.
“Welcome to [company name]! How can we help you?”
“Hello! Welcome to [company name]! My name is Pedro. How can I help you?”
“Hello! Welcome to [company name]! We’re happy to help you. To begin, could you please tell us your name?”
Leads captured by WhatsApp
Let's say that your goal is to generate leads (potential customers whose contact details you have) via WhatsApp. In this case, it is important that the greeting message mentions the reference and value offer that led the user there. For example:
"Hello, [client name]! We saw you attended our Digital Marketing webinar, and it was great to have you there! We thought you might also be interested in the e-book "Marketing Secrets Uncovered" to further expand your knowledge. If you have any questions, just let us know. Enjoy your reading!"
Sales and Prospecting
Perhaps this category is the one that requires the most creativity and customization, since we're bombarded daily with offers and sales attempts on WhatsApp and countless other platforms. How do you stand out in the midst of all this with your initial message?
Above all, be strategic in your offer: contact potential customers, in fact, be simple and direct, focusing on a subsequent step, be it the sale itself, scheduling a presentation, a call, etc.
“Hi, [client name]! How are you? This is [your name] from [your company name], a company that [solutions your company offers]. How about we schedule a meeting to talk more about how [company name] can do this for [client company name] too?”
“Hi, [client’s name], how are you? I’m [your name] and I found you through [referral, WhatsApp group, LinkedIn…]. I saw you were interested in [what your company and the client have in common]. Here at [your company name], we offer a [product or service] that can bring [benefits to the client]. How about we talk about how we can help [client’s company name] [gain related to the product] on [date] at [time]?”
Absence
Not being available on a holiday, weekend, or late at night is no excuse for not responding or even losing a sale. For this, there's WhatsApp Business API, where it is possible integrate Chatbots capable of providing seamless service with the same ease as human agents. If you want to automate your WhatsApp in this way, talk to a Matrix Go Consultant – we can help you.
In the case of who still does not have automation to serve, the solution is configure the greeting message well informing about the unavailability and the next point of contact.
“Hello! Thanks for contacting us. Our customer service team is currently unavailable because we're in [reason for absence]. Please leave a message and we'll get back to you promptly. Best regards!”
“Hello! Welcome to [company name]! Unfortunately, we're not available at the moment. Our business hours are from [time] to [time]. You can leave your message here and we'll get back to you as soon as possible. Cheers!”
Waiting Time Notice
Again: if your company already has Chatbots and Voicebots integrated into the WhatsApp flow it is very likely that waiting lines to speak to an attendant are very small (if not non-existent)This is because automated service is simultaneous and usually handles more than 90% of the customer's main demands.
But who does not yet have this automation and you often see queues for service, it is advisable greet the user with an actual forecast/service time. Because, uninformed, the user may end up frustrated and abandon the contact. Some examples:
“Hello, welcome to [company name]! We will respond to your message within 10 minutes. Thank you for waiting!”
"Hello! Thank you for contacting us. A representative will respond to your message within 8 minutes. To get started, could you please tell us your name?"
WhatsApp Business API
Note, therefore, that Starting the message by addressing the user's name, contextualizing it to your business and aligning expectations is the key to a satisfactory initial message..
Get ahead, of course, whoever can, more than program a greeting, create an automated customer service journey via WhatsApp, whether to sell, prospect, serve, delight…
And that's just one of the differences WhatsApp API. There are still countless others resources to further professionalize your communication through the app. If you are interested, talk to a Matrix Consultant Go.
READ ALSO: “Conversational Experience: The New Frontier of Customer Service”
READ ALSO: “How to write a quality HSM for WhatsApp?”
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