The same 5 questions every single day

What is the price? Where is your shop? Do you deliver? What are the timings? Is it available?

Every business gets these five questions all day. On call. On WhatsApp. On Instagram.

Your team answers them again and again. By evening they are tired and the real work is still pending. The customer who had a serious question is still waiting.

There is one more problem. At night nobody answers. The customer who messages at 10 pm gets a reply at 11 am. By that time they have asked two more shops.

The fix is simple. Let WhatsApp answer the common questions on its own. The customer gets the answer in seconds. Your team talks only when a real person is needed.

This does not make your business cold. It makes your team free to give proper time to the customer who needs it.

Set it up like this

1. Write down your 10 most asked questions. Ask the person who handles the phone. They know the list by heart.
2. Write a short answer for each. Two or three lines are enough. Write the way you speak.
3. Add them as quick replies in WhatsApp Business. Then one tap sends the full answer.
4. Add a greeting and an away message. The greeting welcomes a new customer. The away message tells when you will reply.

Mistakes to avoid

• Writing long answers that nobody reads
• Setting an auto reply and never checking the chats
• Using the same reply for an angry customer
• Forgetting to change the away message on holidays

After one month look at the chats again. You will find new questions that come often. Add them to the list.

When the chats grow more you can add a chat helper that replies on its own and passes the hard questions to your team.

What to do in the next 7 days

• Day 1: Sit with the person who handles the phone and list the common questions.
• Day 2: Write short answers and read them aloud. They should sound like you.
• Day 3: Add the quick replies, the greeting and the away message in WhatsApp Business.
• Day 4 to 7: Watch the chats. Note every new question that comes more than twice.

We set this up for businesses. Message us on WhatsApp

Which question do your customers ask the most? Write it in the comments. We read every one.