WhatsApp and Spoki offer versatile communication tools that can be adapted for different purposes, from marketing, to sales, and to customer care. Understanding how and when to use free messages, template messages, and open templates allows companies to take full advantage of the platform to improve customer engagement and optimize operational processes while developing their Business on WhatsApp.
Types of Messages on WhatsApp
1. Free Messages
Free messages are those that can be sent within 24 hours of the last customer contact. These messages offer maximum flexibility and spontaneity, ideal for personalized communication in real time.
Examples of use:
- Customer service: A customer asks for details about a product, and the company responds with specific information.
- Order Management: Real-time updates on an order in progress, such as delivery changes.
Read more about it HERE and HERE.
2. Messages Template
Template messages are pre-approved by WhatsApp and required when there has been no interaction in the last 24 hours. They should be used to start a conversation or send important communications outside the free message time window.
Template categories:
- Utilities: Order confirmations, shipping notifications, or subscription changes.
- Marketing: Promotions, special offers, product updates or events.
- Authentication: OTP codes to verify the identity of the client.
Examples of use:
- Utility: Sending a template to confirm an appointment.
- Marketing: Notification of an upcoming sale or launch of a new product.
- Authentication: Sending an OTP code for secure login to the company's website.
Procedure for template creation and approval:
To create a new template, you must fill in the fields required by WhatsApp, including name, category, and message details. This process ensures that the content complies with WhatsApp's guidelines and does not violate current regulations.
Learn more HERE.
3. Open Template
Open templates offer a middle ground between rigid templates and free messages, allowing a custom text portion to be inserted before sending. These are particularly useful for responding to situations that require some degree of customization but occur outside the 24-hour window.
Examples of use:
- Delayed response: A customer writes on Friday night and the company responds on Monday using an open template to customize the response message.
Learn more HERE.
Message Management Considerations
- Automations and Integration: Using reply buttons and links, messages can trigger other automated actions, such as newsletter subscriptions or order confirmations.
- Multilingual: Templates can be created in different languages to handle communications in multiple markets, improving the efficiency and relevance of messages.
Best Practices for Marketing on WhatsApp
- Personalization: Increase engagement by personalizing messages with dynamic fields such as the customer's name.
- Consistency: Maintain consistency in messages to build a reliable and professional brand image.
- Content Optimization: Make sure messages are clear, direct and visually appealing.
Effective Strategies for Selling and Communication on WhatsApp.
- Campaigning: Use marketing templates for massive promotional campaigns.
- Engagement: Employs open templates and free messaging to maximize personalized interaction.
- Automation: Leverage the platform to automate responses and manage customer interactions more efficiently.
In conclusion, a thorough understanding of WhatsApp's features combined with Spoki's features, as well as their strategic use, can transform this channel into a powerful marketing and customer service tool. This enables companies to respond promptly and effectively to customer needs, increasing customer satisfaction and loyalty, and achieving their set business goals.
Do you want to integrate WhatsApp Marketing into your business?
Start with the free account on Spoki and get started with your first campaigns thanks to €5 included credit.
Or contact us to build your winning strategy together. We are waiting for you!