21 May 2021
8 January 2021
As such, many businesses have started using the platform to market their business and communicate with their customers. After all, why not? Studies have shown that 82% of people open every text message they receive, and 43% said they have proactively texted a business.
That’s a lot of missed opportunities if you aren’t texting your customers!
However, this 1-to-1 communication comes with many challenges of its own. Think spamming customers, sharing wrong information, and even embarrassing spelling errors that could have adverse effects on your business. 😨
If these sound familiar to you, we hope we aren’t too late in compiling this list of WhatsApp templates you can use! But before we dive in, let’s take a look at what WhatsApp templates are and some important things your templates should have.
A WhatsApp template, also known as a Highly Structured Message (HSM), is a pre-designed message format that businesses can use repeatedly to send notification-type messages to customers. Some message examples might include delivery updates, appointment reminders, and automatic replies.
Businesses are constantly fighting for customers’ attention because people have limited attention spans. The average person’s attention span has dropped to 8 seconds in 2018 and it's only narrowing.
And just because customers are more likely to open text messages, this is no excuse for sending boring texts! 🥱
When crafting a message template, remember to type in a way that engages the recipient, such as using their names or ending a sentence with an exclamation point.
Time is of the essence and you’ll want an anchor that will grab your customers’ attention so that they’ll be interested in your message.
“Customers like to feel that they are buying, not being sold.”
You’re promoting your business, we get it. But there’s a fine line between promoting and OVERpromoting. And no one likes to receive salesy texts.
Salesy messages are those that:
If you’re not careful with managing your promotional messages properly, your customers could suspect that you’re spamming them and decide to block you. This also brings me to my next point...
Spam messages on WhatsApp contain malicious content to get a hold of your personal information.
Although we know that you won’t deliberately do something like this (don’t disappoint us!), you should refrain from making your content ‘spammy’ and giving customers the impression that you’re a spam account.
Here’s what we mean by spammy content:
NEVER ask customers to provide any personal information through text or send broken links that even give them the slightest hint that you’re a spam account.
That’s why it’s also important not to overpromote as you could be flagged as spam. The last thing you want is for most of your customers to block you on WhatsApp even after they’ve willingly given you their contact details.
To protect the customer experience of their users, WhatsApp has implemented several rules that you should follow.
For example, you can only send templated messages after a 24-hour session window. This means that when a customer starts a chat with you, you can only continue the conversation for up to 24 hours. Subsequently, you may only continue the conversation through approved message templates that incur additional charges.
Some other rules that WhatsApp strictly forbids are promotional material, special characters, and mentioning multiple topics in your message templates.
You can check out the full list of guidelines here.
Before we get to the list, here are some things to take note:
💡NovoChat uses placeholders instead of WhatsApp’s variable parameters. Thus, we’ll be creating these templates according to how they would be used on NovoChat.
💡 If you’re using WhatsApp Business API, your template messages should fall under one of the approved categories. For NovoChat users, because you’re not restricted to these categories, we included other possible templates you can use.
Let’s dive right in! 👇
When a customer makes changes to their account, such as editing their password or their email, you can send them a text to inform them of their changes.
These templates can be used for more general business information, such as alerting customers that you would be sending them shipping or delivery information.
Sending your customers appointment reminders can prevent no-shows or ghosting. Use these template messages to send them reminders and confirmations.
Auto-replies are great for when customers contact you during non-working hours. This eliminates any guesswork and allows you to communicate why your response will be delayed, when you’ll get back to them, and any other instructions you have for the customer.
Use these templates to inform customers that you aren’t ‘ghosting’ them, you’re just not available at the moment!
When hosting events, it’s important to send reminders to all your attendees so they don’t forget about it. Now that events are all held online, you can even send a reminder a few hours before the event with a Zoom meeting link.
You could then follow-up with:
Follow-up message templates are extremely useful when you’re trying to get the customer to take an action, but are not met with a response yet. These templates can be used to prompt customers.
It's common for software to break down or malfunction, especially when undergoing revamps or redesigns. You can use these issue resolution message templates to inform customers that they could be affected and to not be alarmed by the issues.
If your customer placed an order with you, you can use these payment update templates to let them know that the order has been received. This gives your customers a piece of mind that the payment went through and they’ve successfully purchased the item.
If you’re an insurance agent or financial services company, these personal finance updates will come in really handy! You can use this template to inform the customer of their financial situation.
As we mentioned earlier, promotional messages will be rejected by WhatsApp. This can include anything from coupon codes to surveys.
With that in mind, these promotional WhatsApp templates will only work for NovoChat users since we bypass all these restrictions.
Here are some examples you can use:
Just launched a new product? Send a text to your customers to inform them of this exciting news! You should also direct them to your website to drive more traffic and 'hype' for your new product.
For businesses in the hospitality sector, such as restaurants, these templates can do wonders. Use these message templates to keep customers updated about their reservation.
I think we can all agree that customers would love to receive text messages about their order status. Use these templates in tandem with payment update templates to keep your customers in the loop about when they can expect their order to arrive.
As customers ourselves, we’ve probably experienced this at least once — heading down to a store only to find out it’s closed. 😭
To avoid this, you can use these store closure message templates to inform customers beforehand if your store will be closed.
When a customer submits a support ticket, most of the time, they’ll be left hanging until a rep reaches out to them. To prevent this from happening, you can use these ticket update templates to inform customers on the status of their ticket.
Using these transportation update templates, you can notify your passengers of any information or changes to their transportation reservation.
When a customer signs up for your newsletter or creates an account with your business, you can use these welcome message templates to engage with them and thank them for joining your community.
Woohoo! You’ve made it to the end! 😄
WhatsApp templates are convenient, aren’t they? You can easily copy and paste these templates to send to all your customers.
However, if you’re worried about all the strict rules implemented, NovoChat bypasses all these guidelines! 😉
We’re not kidding when we say that you don’t have to go through all the hassle when creating and sending message templates to your customers. But do take note that you shouldn’t take advantage of this and send spammy content to your customers! 😤
That said, get started with NovoChat for free to see what we can offer you!
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