Do you use WhatsApp Business for customer service?
If you already do or are considering it, you’ve likely noticed certain messages get repeated constantly. Quick replies in WhatsApp Business are an excellent tool to save time while maintaining quality in every interaction. Would you like to learn how to set them up and use them to improve customer service? Here’s everything you need to know!
What are quick replies in WhatsApp Business?
Quick replies are predefined messages you can send with just a few taps – perfect for answering FAQs or frequently used messages. By using quick replies, your team can respond more efficiently, reduce errors, and better personalise each response.
Why use quick replies?
Using quick replies in WhatsApp Business is crucial for businesses wanting to optimise customer service and deliver faster, more professional support. Key advantages include:
- Time savings: Answer common questions like “What payment methods do you accept?” or “How long does delivery take?” in seconds.
- Consistent communication: Standardised replies maintain clear, professional messaging.
- Enhanced customer experience: Quick, accurate responses boost satisfaction and brand loyalty.
How to set up quick replies in WhatsApp Business
Configuring quick replies is simple and takes just minutes. Here’s how:
- Open WhatsApp Business and go to Settings > Business Tools > Quick Replies.
- Tap “Add” to create a new quick reply.
- Compose your message – keep it clear, concise and friendly.
- Set up a shortcut like “/delivery” for shipping time responses.
- Save it – done! Test by typing your shortcut in any chat.
Example: For frequent payment method queries, you might create:
- Shortcut: /payment
- Quick reply: “We accept bank transfers, credit cards and PayPal.”
Quick reply examples for WhatsApp Business
Here are practical quick replies to streamline your customer service:
- Welcome greeting
Shortcut: /hello
Reply: “Hello! Thanks for contacting us. How can we help today?” - Payment information
Shortcut: /payment
Reply: “We accept cards, bank transfers and PayPal.” - Delivery times
Shortcut: /delivery
Reply: “Domestic orders ship within 3-5 working days.” - Order status
Shortcut: /status
Reply: “To check your order status, please share your order number or contact us at [email/phone].” - Thank you message
Shortcut: /thanks
Reply: “Thank you for choosing us! We’re here if you need anything else.”
Tips to maximise quick replies
Make your quick replies even more effective with these suggestions:
- Use warm, natural language: Even automated replies should sound human and approachable.
- Update regularly: Add new quick replies as customer FAQs evolve.
- Personalise when needed: Adapt standard replies to each conversation for a bespoke touch.
- Choose memorable shortcuts: Use brief, topic-related shortcuts like “/returns” for efficiency.
Automate and optimise customer service with Aunoa
To take your customer service further, consider automation and chatbot solutions like Aunoa. A chatbot can handle FAQs, deliver personalised auto-replies and provide 24/7 availability. Let technology work for you while delivering exceptional service!
Ready to implement quick replies and optimise your WhatsApp customer service?
