Message to customer on WhatsApp: several ready-to-use templates
Sending a message to a customer on WhatsApp is something commonplace and certainly, those who deal with sales and support, have already done it at some point.
The app became very popular in the beginning of the 2010s and its use also started to be used for professional reasons.
WhatsApp speeds up contact between sellers and people interested in the product or service. It is an effective and popular form of interaction and it brings many benefits within a negotiation.
Within this context, having customer message templates makes actions even faster and more agile.
After all, when dealing with a large number of opportunities, it is difficult and laborious to type a new message for each client, isn’t it?
In this article, we’ll make the job easier for you. We’ve created some ready-made customer message templates.
Thus, you will gain time in your negotiation at all stages.
From prospecting to signing a contract, you’ll have more time to focus on what really matters, creating value for consumers.
Let’s check out everything about message to customers on WhatsApp? Good reading!
How to serve well with messages to customers on WhatsApp?
Before we get into customer messaging templates through the app, we need to talk about best practices in customer service.
Understanding them is necessary not only to retain customers, for example but also to have a healthy sales routine. Yes.
After all, continuing to talk to prospects late into the night, no matter how much you believe in their persuasiveness, isn’t very healthy.
Therefore, we have separated 5 tips to serve the customer well through WhatsApp. Check out:
1 – Personal WhatsApp vs. Professional WhatsApp
Click and get to know the CRM PipeRun extension for WhatsApp Web in Google Chrome. You have to separate things. Using your personal number to serve customers can generate what we talked about above.
A kind of “non-disengagement” from work. Yes.
You have your goals and objectives to be achieved, but you need to have a clear head to achieve this. So, invest in a number to use professionally.
Even to avoid sending wrong messages, which would be to a friend or a group, directly to a prospect.
Can you imagine what a mess it would be?
2 – Set a time for service – and stick to it
Afterwards, it is necessary to stipulate a time and make it clear to the customer that that is the period in which interactions will take place. Therefore, publicize service hours well.
These generally match the hours the company is working.
An automatic message to the customer with WhatsApp Business resolves the issue when the customer starts a conversation outside the established time.
So, the next day, pick up where you left off. But, of course, everyone knows about themselves.
If it’s a big fit customer or a response you’ve been waiting for too long, go ahead and respond – if you feel right.
The important thing is to have a healthy sales routine. Where, at the same time, customer success is assured, the company’s sales force is not overburdened.
3 – Be quick to respond
But, especially during office hours, it is essential to be quick to respond.
Especially for newly converted leads who are “fresh”, curious to find out more about what you sell.
If on other social networks such as Facebook and Twitter, the expectation for a response is fast, imagine WhatsApp, so where does everything happen instantly?
Within this reality, the need to have an automated client message grows. At least for him to know that the company has already received his demand and will contact him as soon as possible.
But it is important not to delay, especially when it comes to services. The SLA needs to be as short as possible.
After all, you always need to be in tune with the best practices on how to retain customers, right?
4 – Always be accessible, didactic and go straight to the point
Above all, the seller needs to be always available to talk to prospects through WhatsApp. And when interaction occurs, customer focus is essential.
It is necessary, within the sales pitch, to know how to generate value, to be a kind of consultant for those who come to approach you.
But what about when we reverse roles? When active prospecting occurs, how should the sales team behave?
Well then, in addition to being didactic, you need to be timely and to the point. Also, most likely you will be calling the person on your personal WhatsApp.
Therefore, within the customer message models that we will be bringing, it is important to be polite, of course, but open the game about who you are and what you want.
Taking too long can sound uninteresting as well as, of course, invasive and inopportune. Oh, it goes without saying that you must use everyday language.
No fancy phrases – but don’t overdo the abbreviations either. Try a happy medium. Even because, you want to be understood and also make a good impression, right?
5 – Publicize this service channel
When negotiating with the prospect, always make it clear that they can talk to you through your WhatsApp. In the emails sent too.
In other words, be willing. Leave him alone, feel free to know that he can approach you if he has any questions.
Or if he wants to continue with the negotiation, accept the proposal, it doesn’t matter. Put this as a habit, this disclosure of this service channel.
And, of course: share with your entire team within the company’s sales playbook.
7 ready-made customer message templates for WhatsApp
Using customer message templates allows a salesperson or SDR to be able to reach as many people as possible.
Sometimes there are too many leads to approach or the sales team has a large list of people to prospect.
After all, there’s no way to type message by message without making mistakes, right?
That’s why we bring you some examples of customer messages to use on a daily basis in the sales department.
We have separated by stages related to the sales funnel. But we also selected one related to the support sector that usually talks to customers via WhatsApp.
In total there are 7 ready-made models. Check out:
Time to talk to people who have never shown interest in your offer and who may not even know the company.
This happens when buying a list with contacts, for example. You know this person has the ideal customer profile for your business.
The only difference is that she never got in touch with you.
Hello, how are you?
I am [YOUR NAME] and I work at [YOUR COMPANY].
I help people and companies to get better results through [YOUR SOLUTION].
Would you have a little time to talk? It can be here or by my email [YOUR EMAIL].
Here is the time to approach that lead that has converted a form or is in a trial period (this for SaaS).
Hello, how are you?
I am [YOUR NAME].
I saw your interest in our [PRODUCT/SERVICE] and I am available to explain you better.
Do you have a minute to talk now? If you prefer, my email is [YOUR EMAIL]. We can talk over there.
We keep in touch.
The approach to scheduling appointments can take place after the initial message to the prospect.
For example, let’s say you sent the message above. In addition, he talked to the person and gave them some content so that they could better understand the product or service.
After the period that, within the sales process, it is acceptable to wait, approach the person with a message to the customer asking for an appointment to be made online.
As it is possibly the same person who will contact you, you will not need to identify yourself this time.
Both SDR and seller will have already identified themselves in the two situations above.
Good afternoon, how are you?
I would like to know if you have any questions about the content I sent you.
Could we make an appointment to talk better about the [PRODUCT/SERVICE]?
What day is best for you?
I send the link to the public calendar for you to set the best date [LINK].
We keep in touch.
The follow-up approach occurs in cases where the customer takes a long time to return. And it doesn’t matter at which stage of the pipeline it doesn’t respond. This search for the answer must always take place.
The time you will determine, taking into account the sales metrics that make sense for the business, as well as the sales cycle.
Therefore, we are going to separate, here, into 3 models.
The first is related to the non-response to the request to schedule an appointment or sales approach.
Hello how are you?
I would like to know how the situation of the [MATTER] is going.
Do you have any doubts? I am available to talk about it.
If you wish, you can call this same number.
The following is a message template for the customer to ensure that the schedule is adhered to – thus avoiding a no-show.
Hello, how are you? Just to confirm the [INSERT DATE] date for our [PRODUCT/SERVICE] demo.
If you have any questions, I am at your disposal.
Now you will go after the answer to the proposal you made. Use a mental trigger and awaken a sense of urgency to accept it.
Hello, how are you?
I would like to know if you have any questions about the proposal?
If you have lost the link, follow: [LINK].
I want to remind you that this offer is only until the end of this week.
I am available. Hug!
Last but not least, support. Many customers turn to WhatsApp to seek assistance.
Many companies make this platform one of the official channels for this. So, official or not, you need to have something to say, right away, to whoever starts a conversation.
The ideal in many cases is to ask the customer to send the question by email.
Or, depending on the level of organization of the support, open a “ticket” – even to be able to measure repeated defections.
Hello how are you?
I got your message and understood what you need.
Please [GUIDE THE CUSTOMER TO FOLLOW THE SUPPORT STANDARD] kindly.
There we can streamline the fulfillment of your request.
With these models, customer service and approach become much more agile.
And, consequently, it is possible to talk to more prospects, generate more value and, of course, sell more and better.
So, how can we help you?
If you have any doubts about this text or want to know more about the sales steps: TALK TO A CONSULTANT.
Take the opportunity and read two articles that can help you in your day-to-day with customers.
The first asks a question: why sell through CRM if I already sell through WhatsApp?
The second one brings some negotiation techniques for you to close more deals.
Sending a message to a customer on WhatsApp is something commonplace and certainly, those who deal with sales and support, have already done it at some point. The app became very popular in the beginning of the 2010s and its use also started to be used for professional reasons. WhatsApp speeds up contact between sellers and people…