According to a survey conducted in 2023 by IDC – International Data Corporation –  75% of organizations using WhatsApp are already turning to automation to connect and integrate customers, systems, and processes.

This means that the implementation of pre-configured automatic responses for customer service via the app should continue to rise, requiring companies to adopt more personalization strategies in their communications and also monitoring of interactions.

See also: 10 practices to improve customer service via WhatsApp

In this article, we will understand the benefits of implementing automatic responses in the corporate WhatsApp and the best practices for this initiative!

5 advantages of automatic responses on WhatsApp

In a world where we consume increasingly in a virtual manner, WhatsApp has been extremely important for enabling businesses and generating revenue. We are in the midst of the “Era of conversational commerce,” which already accounts for 8% of the global e-commerce market and is expected to grow by 15.6% by 2032, according to IDC.

In this scenario, scaling customer service is only feasible with automation for sending predefined messages, which welcome the customer and answer frequently asked questions, thus offering immediate support and avoiding overwhelming the attendants.

Among the main advantages of using automatic responses in WhatsApp Business, we have:

1. Time and effort savings when responding to common questions, reserving in-person service only for more complex and important issues;

   
   

2. Improvement of the customer experience, which generates greater satisfaction;

   
   

3. Gains in consistency in communication with customers and alignment with the brand and company policy;

   
   

   

   
   

4. Reduction of errors in the messaging that could compromise the company’s reputation;

   
   

5. Possibility of personalizing communication and generating greater engagement.

As we can observe, automatic responses promote a sense of full-time service, reducing wait times for feedback, maintaining consumer interest in a product or service, and certainly will stimulate conversions.

See also: Chatbot on WhatsApp: recommendations and usage limits

How to register these automatic messages on WhatsApp?

The configuration of a list of quick replies is quite simple, however, this functionality is restricted to the Business version of the app. Here’s the step-by-step:

1. Open WhatsApp Business and ensure that you have the latest version installed on your device;

   
   

2. Access the settings, tap on the three vertical dots menu in the upper right corner of the screen, and select "Settings";

   
   

3. In the "Business tools" section, select "Quick replies";

   
   

4. Tap the "+" button and enter the message you want to use as a quick reply.

For the communication through automation to achieve the desired result, it’s worth thinking of the text as something that reflects the brand's voice and can be periodically updated, according to changes in the company, or stock availability, for example. It’s important to use the feature to generate information as well.

However, even though automation on WhatsApp is an important point in customer relationships, one cannot abandon the supervision of interactions and miss the opportunity to understand consumer behavior, after all, it is from conversations that insights about the public's true opinions and improvements for operations arise.

The monitoring of dialogues through the corporate app, in real-time, is already possible with Zapper, a platform that uses AI to generate conversational intelligence and support business strategies. It is a suite of solutions that supervises conversations, indicates points of attention in these contacts, automatically stores content in the cloud, and generates analytical reports on context and emerging sentiments.

Zapper monitors WhatsApp business accounts regardless of the device hosting the app. It is easy to install, and when there is a disconnection of any user, the manager is immediately notified to request reconnection. Even if someone tries to delete a portion or an entire conversation from the chat, it is captured and saved in full for future reference.

See also: Monitoring corporate WhatsApp to increase security and efficiency

The stored content is analyzed, and this way, it is possible to obtain metrics on service, campaign performance, argument effectiveness, degree of customer satisfaction, bottlenecks in processes, among other valuable data impacts on creating more effective journeys.

See also: How WhatsApp data reveals insights about consumer behavior

It is from customers that we find the necessary answers to improve operations and boost results. If they are well attended right from the first contact via WhatsApp, with quick and precise answers, the chance of them returning is high. And if monitoring the conversations can guide strategies to retain these customers, success is certain. What company doesn’t dream of that?

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