In the bustling digital marketplace, local businesses are constantly seeking an edge. While social media platforms offer broad reach, they often lack the direct, personal touch that converts browsers into loyal customers. Enter WhatsApp Business. With over 2 billion users worldwide, it’s not just a messaging app; it’s a powerful customer service, marketing, and sales tool. But with inboxes flooded with messages, how do you ensure customers can reach you instantly for the right reasons? The answer lies in strategic automation, starting with these five essential keywords.
1. “Menu” or “Catalog”
As far as restaurants, cafes, bakeries and all businesses that sell products, the number one question most customers ask is “what do you have? ” Sending a PDF menu or dozens of product images by hand is inefficient.
By setting up an automatic reply with keyword “Menu” you’ll allow your customers to get their things there 24/7. When a user texts the word “Menu”, your WhatsApp Web can automatically respond with a link to your digital menu or PDF or, even better, its very own (and free! ) Catalog. The Catalog allows you to display your items beautifully with photos, descriptions, prices and, of course, product codes. This not only answers their question instantly but also works like a silent salesperson. With this method you’ll be able to drive more orders and help reduce your labor costs. A customer should be able to text “Menu” to your WhatsApp page at any time and have all the information they need to decide to buy something.
2. “Hours” or “Open”
“Can I get in right now? ” or “What time are you open on Sunday? ” These are all very important questions to ask. Your potential customers are going to be on the move and making fast decisions.
A self-automated response for the keyword “Hours” should be a primary requirement. You can enable the automatic response to your Masuk WhatsApp Web to offer a summary of general business hours, holiday schedule, or any other changes. Using this simple automation will keep customers happy. It’ll avoid aggravation and build trust, as users will receive a specific response immediately. Do not let a user guess when he asks the question “Hours”? Texting “Hours” to your WhatsApp page should give him an exact answer instantly—no guessing required, or getting stuck waiting for the answer to arrive.
3. “Location” or “Address”
Even in the days of Google maps there are still a lot of people who find asking for an address awkward – because it means they ‘re confirmating the pin location they clicked on, or that they just want to get directions when they don ‘t need to switch apps.
Installing a quick-reply for the keyword “Location” dramatically improves customer convenience. When activated, your WhatsApp page can automatically send your actual business address and, especially, a clickable link which opens your location in their native maps application (like Google Maps or Apple Maps). So there is no obstacle in the customer’s journey from desire to visit. If your location is easy for them to find, it becomes more likely that they will walk through your door. It’s just texting “Location” to your WhatsApp page that should be the only thing that a customer needs to know to get directions.
4. “Booking” or “Appointment”
Since for service based businesses (salon, spa, clinic or consultancy) the main use case for WhatsApp is to receive new appointments. An automated reply is fine, but this keyword needs to be handled in combination with automation and human.
In addition to the “Booking” keyword, the user can also add a keyword which triggers an email that acknowledges the request and has instructions. For example, you can send an automatic response saying: “Hello! We’re so happy that you’re interested in booking an appointment. Can you give us details of your service choice and any specific dates/times to book? Our customer care team will get back to you soon. Have a nice day! ”If you push this query through your WhatsApp page on time, it makes booking very easy, especially when an unoccupied customer wants your services in a bad time of the day (like when they’re out of town).
5. Support” or “Help”
Not every interaction can be solved with an automated reply. Sometimes, a customer has a complex issue, a specific question about an order, or a complaint. It’s vital to funnel these requests to a human agent quickly to resolve problems and maintain satisfaction.
The search keyword “Support” is a digital warning light that needs to be illuminated immediately with a direct response, “We’re connecting you to a live agent to help you. Please hold on. ” This will assure the customer that their vital issue is being escalated and prioritized. It will prevent even potentially serious queries from getting lost in the automated responses and demonstrate to your customers that your company values personalized customer service. Responding to these queries effectively on your WhatsApp page will go a long way toward building loyal customers and a positive brand reputation.
Implementing Your WhatsApp Keyword Strategy
Adding these keywords to your WhatsApp page is super easy using the “Quick replies” or “Away message” options from the WhatsApp Business app. Create helpful, well-written replies for each keyword and save them. You can then use the saved replies both to manually respond to messages or add triggers when words like this are detected in a message.
By adding these five keywords (Menu, Hours, Location, Booking and Support) you turn your WhatsApp presence from an instant joke to something more powerful, more automated and incredibly effective – it doesn’t cost very much time, it creates an excellent user experience and, indeed, it makes you more sales.