Mismanaging Customer Expectations on Response Times

[rakibhasa040]

WhatsApp fosters an expectation of instant communication. While businesses strive for quick replies, setting unrealistic internal targets or failing to communicate response times to leads can lead to frustration.

The Mistake: Not having a defined service level agreement (SLA) for WhatsApp responses, or promising instant replies when operational capacity doesn't allow for it. In a fast-paced market like Bangladesh, impatience can quickly lead to disengagement.
The Impact: Leads become impatient and abandon shop conversations, perceive your brand as unresponsive or unreliable, and might turn to competitors. This can turn a hot lead cold very quickly.
The Solution: Be transparent. If you can't reply instantly, use automated messages to acknowledge receipt and state an estimated response time (e.g., "Thanks for your message! We typically reply within 2 hours."). Ensure your team is trained to meet these stated times. For off-hours, set up clear auto-replies. Leverage WhatsApp Business features like "Away messages" and "Quick Replies" effectively to manage expectations.
3. Underutilizing WhatsApp Status and Broadcast Lists Strategically
Many businesses focus solely on direct messaging, overlooking other powerful features within WhatsApp Business that can support lead generation and nurturing.

The Mistake: Not leveraging WhatsApp Status updates to share engaging content (offers, product launches, behind-the-scenes glimpses) that attracts attention from your existing contacts. Also, misusing or neglecting Broadcast Lists.