Reduce Customer Support Traffic with Proactive Order Alerts via WhatsApp
In today’s fast-paced digital landscape, customer experience is most important. A key component of exceptional customer service is keeping customers informed throughout the order journey. This can be easily done by implementing effective order alerts, from initial purchase to final delivery.
We will explore how to leverage various communication channels, including WhatsApp and SMS, to ensure timely and relevant updates to your customers using Convertway.
Step-1 Setting up Order Alerts
- To set up order alerts, go to Order Alerts > WhatsApp.
- Identify the type of order alert you want to send to customers, such as Order Cancellation or Order Confirmation, under the **Trigger ** section.
- To activate the alert, check the Notify Customer checkbox. This will ensure that an alert is sent when the selected trigger is initiated. For example, enabling the Order Cancellation alert will automatically send a cancellation message to the customer when they cancel their order.
- If you want to inform admins about the alert being sent, check the Notify Admin checkbox.
Step 2: Selecting the Template
- To choose the message for WhatsApp, click on Choose Template.
- You have the option to select from preset templates from the drop-down menu or create a **custom ** one.
Step 3: Creating a Custom Template:
- For custom templates, go to Templates > WhatsApp > Add Template.
- Choose the Convertway Category as Order Alerts to specify the type of template you are creating. This selection will determine the available sub-categories and variables.
- Under the Convertway Sub-Category, select the type of alert for which you want to create a customized template. This will determine the variables you can use.
- Begin by entering a Name ** for your template and selecting the desired **Language. Now select the Header type
- Pick a Header Type for your template—options include Text, Image, or None.
- Write the main **content ** of your template, incorporating any necessary variables from the Add Variables section.
- You can either customize the footer text or leave it as the default setting.
- Choose the type of CTA button, determining the action you want the customer to take after reading the message.
- Finally, click on Submit to create your own customized WhatsApp Template for Order Alerts.
Updated on: 20/08/2024
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