WhatsApp is a conversational communication channel where customer-initiated conversations are prioritized. Bulk messages sent via WhatsApp must have the explicit consent of the recipients , which they can revoke at any time, as established by the GDPR .
If you're using the WhatsApp Business API, this reputation check is more rigorous. Meta assigns a sender rating to each API user , which will worsen if recipients report their messages as spam. The daily message limit you can send is directly linked to this indicator.
A common good practice is to use the welcome message to inform about the privacy policy and collect consent, as in this example from Total Energies:
WhatsApp welcome message with consent from Total Energies
Prioritize segmented communications in chats
Meta is keen to keep WhatsApp a fully conversational messaging platform. In 2023, it launched albania phone number list WhatsApp Channels functionality to send promotional messages to those who decide to subscribe.
Instead, it is recommended that bulk messages sent to recipients' chat via the API have some specific personalization or segmentation component .
For example, you could create a list to send relevant information to prospects who sign up for an event. Otherwise, you risk being penalized by Meta's quality checks.
Take care of response times
Globally, the average response time on WhatsApp is just 90 seconds . Of course, not all businesses can offer human support within that time frame, but it’s important to manage users’ expectations for fast responses with WhatsApp automation features:
The WhatsApp Business away message is displayed to all users who write to you, whether they are already contacts of your business or not. Use it to clearly communicate your opening hours.
The away message also provides peace of mind if you can't respond quickly during business hours.
Try to be as specific as possible in your response expectations. “We will respond within 24 hours” is always better than “We will respond as soon as possible.”
An additional reason to be mindful of response times is WhatsApp Business API rates : all messages sent within a 24-hour period are charged as if they were a single send.
Combining chatbots with human attention
Integrating chatbots with the WhatsApp Business API enables instant responses, ideal for answering frequently asked questions and streamlining customer service. However, chatbots are not equally effective for everything.
For example, according to 2024 statistics compiled by Tidio, chatbots deliver better results with a cross-selling and upselling strategy , but perform worse in complex situations such as personalized product recommendations. The best solution is the hybrid model that combines them with human attention when necessary.
Collecting customer feedback and comments
WhatsApp is an effective tool for receiving feedback directly from your customers. It is important to pay attention to complaints and less satisfactory customer experiences, as they are a key to improving the quality of service.
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