Customers often prefer WhatsApp for support: it is quick, asynchronous and keeps a record. A clear process makes it work.
Set expectations
- Support hours in your profile and away message.
- Expected reply time.
- Emergency contact for urgent issues.
Speed up replies
- Quick replies for common questions.
- Ask for order number and photos upfront.
- Simple menus or chatbots for FAQs; plan them with our chatbot flow planner.
Process
- Acknowledge quickly.
- Collect details.
- Resolve or escalate with a timeline.
- Confirm the resolution.
- Ask for feedback.
Tools by size
- Small: WhatsApp Business app with labels and linked devices.
- Growing: Business Platform with a shared inbox. Read shared team inbox.
Tone
Polite, clear and human. Apologise sincerely for problems. Adapt replies from our message templates.
Read social media customer service.
Want the full picture? This article is part of WhatsApp marketing: the complete guide, our in-depth guide with everything in one place.
