Ever reach out to a business on WhatsApp only to be greeted by a robotic “Hi there! We’ll get back to you shortly” response? While these automated replies can be helpful for acknowledging your message and setting expectations, sometimes they leave us feeling a bit…ignored.
But here’s the thing: auto-replies can be a lifesaver for businesses, especially small ones with limited staff. They keep the conversation flowing and let customers know they’re not forgotten. However, an interesting post popped up on my X timeline that got me thinking… especially after reading some of the replies and quotes.
A client requested I remove automation messages on my business WhatsApp, apparently it irritates. First time someone gave me feedback on that. Do you guys find automation messages irritating? Honest opinion.
— Joy Tich (@joy_tich) February 21, 2024
Again, automated responses in WhatsApp Business can be a helpful time-saver for small businesses, but is it really the best way to interact with customers?
On the one hand, automated replies let customers know their message is received and someone will be in touch, preventing them from feeling ignored. But only if well thought out:
Automated messages only work if your reply time is fast. It also works if you've curated your message well, most businesses use generic suggestions that can irritate.
— Wesley Kibet (@wes_kibet) February 21, 2024
For small businesses, it comes in handy for time saving by not having to respond to every message individually, especially during busy periods.
But on the other hand, generic responses can feel impersonal and lacking in warmth and urgency, potentially frustrating customers who want a more human touch.
Very irritating. You are giving me the notion you have responded and in the real sense, you'll take ages to respond. Doesn't satisfy the urgency per se
— BOYOT 👴 (@Kevlan_) February 21, 2024
Automated replies often lack the flexibility to address specific customer inquiries, leading to further delays and frustration.
Me: Hello, is product X available? If yes, how much and do you do deliveries?
Automated message: Hello, how may we help you?
Yes, it's fuckin irritating https://t.co/tUU6J6KYsy
— 𝗨𝗡𝗗𝗘𝗥𝗥𝗔𝗧𝗘𝗗 𝗡𝗜𝗡𝗝𝗔 (@iamjoseh_) February 21, 2024
Generic responses can also be a missed opportunity for businesses to build rapport and understand customer needs.
Very irritating..huwa ni kama kuenda kuona boss alafu unaambiwa kwanza ona PA😂 https://t.co/YA0uIIpC2s
— Josh (@Josh001J) February 21, 2024
But Patrick has an idea of how WhatsApp can improve this feature. If it’s the first time I’m interacting with a business account, it’s okay to get the automated responses. I mean, now that I know the shop’s location, I don’t need the same directions you gave me last time, right?
I think WhatsApp should limit automatic messaging for people who contact you for the first time. Not everyone everytime
— Patrick W Ndungu (@_ItsPato) February 21, 2024
After carefully considering the feedback from her post, the OP decided that she’ll do away with automated responses in WhatsApp Business.
The jury says it's irritating and that's it, I will eliminate them. Thank you for your responses. https://t.co/4Eu1YckdcQ
— Joy Tich (@joy_tich) February 21, 2024
So, what do you think? Do you agree with her decision or disagree with the majority of the feedback she collected from her post? Share your thoughts in the comments section.
