How To Improve Communication with Automated WhatsApp Messaging

WhatsApp can assist you in growing and optimizing interactions with customers. With a massive user base, WhatsApp is the go-to platform for businesses to talk to their customers through automated messaging.

But how do you make sure these messages are effective, engaging and not just another notification your customers ignore? Improving your automated WhatsApp messaging can greatly impact customer experience, engagement and business results.

Let’s get into it.

What is automated WhatsApp messaging?

Automated WhatsApp messaging is the use of software or bots to send pre-scheduled or trigger-based messages to your contacts on WhatsApp. These can be anything from welcome messages, reservation reminders, or promotional offers to more complex customer service interactions handled by chatbots.

Common uses for automated WhatsApp messaging

WhatsApp can be a powerful tool for restaurants in several ways:

1. Customer

• Order: Restaurants can take orders directly via WhatsApp. Customers can browse menus, ask questions, and order in one place. Easy and fast.

• Reservation: WhatsApp can be used to manage table reservations. Customers can check availability and book a table in seconds without calling.

• Support: A direct line for customer inquiries, complaints, or feedback. Quick response = happy customer.

2. Marketing

• Broadcast: Restaurants can send promotions, discounts, or new menu items to customers who have opted in. Keep the restaurant top of mind.

• Personalized Offers: By segmenting their customer base, restaurants can send offers to specific groups (e.g. birthday discounts).

3. Loyalty

• Loyalty Programs: Restaurants can run loyalty programs via WhatsApp, where customers earn points for each order or visit. Send updates on their points and rewards directly through the app.

• Exclusive Content: Share behind-the-scenes content, chef specials or upcoming events to make customers feel exclusive and loyal.

4. Feedback

• Surveys and Polls: Restaurants can collect feedback through short surveys or polls sent via WhatsApp. Real-time feedback to improve service and offerings.

• Reviews: Encourage happy customers to leave reviews on Google or Yelp by sending them a link after their visit.

5. Simplified Operations

• Group Chats for Staff: WhatsApp can be used for internal communication among staff. Whether it’s sharing shift schedules, coordinating during peak hours, or communicating last-minute changes, it keeps everyone in the loop.

• Order Confirmation: After receiving an order, a quick confirmation can be sent via WhatsApp to let the customer know their order is being processed.

6. Customer Experience

• Pre-order and Collect: Customers can pre-order via WhatsApp and collect at a specific time, reducing wait times.
• Event Invites: For events or themed nights, send personalized invites via WhatsApp to make customers feel special and more likely to attend.

New Eat App Feature

Effortlessly send confirmations, waitlist updates, cancellations, and post-dining surveys directly to your guests' WhatsApp. Simply set it up in Eat App and manage your templates. 

Why use automated WhatsApp messaging

Automating your WhatsApp communication has many benefits:

• Time-saving: Saves time by automating repetitive tasks.
• Scalability: Allows you to manage and talk to a large number of customers at the same time.
• Consistency: Ensures messaging is consistent and follows a set pattern or script.
• Personalization: Allows you to personalize messages based on customer data.

Setting up automated WhatsApp messaging

The first step to improving your automated WhatsApp messaging is to choose the right tool or platform. Many options are available, from WhatsApp Business API to third-party automation tools like Twilio, Eat App, MessageBird or HubSpot. You can choose one that integrates with your existing systems and meets your requirements.

Once you’ve chosen your tool, the setup process is usually:

1. Register Your Business Number: Ensure you have a verified WhatsApp Business account.
2. Integrate the API: Connect the WhatsApp API with your messaging platform.
3. Create Message Templates: Design the messages that will be sent out.
4. Set Triggers: Define the conditions under which messages will be sent, e.g. new customer sign-up or abandoned cart.

Pro tip: Use Eat App's WhatsApp templates to speed up your communication process. 

Want to know more? Sign up to Eat App for free, today! 

Integration with CRM systems

Integrating your automated WhatsApp messaging with your Customer Relationship Management (CRM) system allows for more personalized and data-driven communication. So your messages are not just automated but also relevant to each recipient’s preferences and history.

WhatsApp automation is a smart move for any business. It makes it easy to stay connected with customers in a personal way, even as you grow. The convenience and efficiency it brings can really boost both customer satisfaction and your bottom line.

Digital Marketer Expert

Writing effective automated messages

It's important to make sure that your restaurant guests "get the message". Here are a few tips to make sure you create and send out effective WhatsApp messages that will help you turn your guests into regular customers. 

Clarity and brevity

In automated messaging every word matters. Your messages should be clear, concise, and to the point. No jargon and the message should be clear to the recipient right away.

Personalization: making it human

Even though the messages are automated they don’t have to feel robotic. Personalization is key. Use the recipient’s name, refer to their previous interactions with your business and customize the message content based on their preferences or past behavior.

Tone and language

The tone of your message should match your brand’s voice and the context of the communication. A friendly tone works for most customer interactions but for formal notifications like payment reminders a more professional tone might be suitable.

Creating engaging CTAs

An automated message should prompt the recipient to take action. Whether it’s clicking a link, replying to the message, or visiting your store make sure your CTA is clear and strong.

Segmenting your audience

Ready to take your messaging to the next level? Then, we highly recommend you start segmenting your guests.

Here's how you can get started: 

Why segmentation is important

Not all your customers are the same, so why should they receive the same messages? Segmenting your audience allows you to message different groups based on factors like purchase history, demographics or engagement level.

How to segment your audience

You can segment your audience by:

• Behavior: Targeting based on actions like recent purchases or website visits.
• Demographics: Customizing messages for different age groups, genders or locations.
• Engagement: Active users vs those who haven’t interacted with your brand recently.

Message to each segment

Once you’ve segmented your audience, craft messages that will resonate with each group. For example, a returning customer might appreciate a personalized discount, and a first-time visitor might appreciate an introductory offer.

Timing and frequency of messages

Now that you mastered the creation of the message and you've segmented your guests, it's important to get your timing right. Here are a few tips to get started:

Best practices for timing

Timing is everything in messaging. Send your messages when your audience is most likely to be online and engaged. Business-related messages might be best sent during working hours, promotional offers during evenings or weekends.

Don’t over-message: finding the balance

Too many messages will annoy your audience and lead to high unsubscribe rates. You need to find the balance and not overwhelm your contacts. Consider spacing out your messages and setting limits on how often a contact can be messaged.

Use analytics to optimize timing

Use analytics to see when your messages get the best response rates. Over time you can tweak your messaging schedule to match your audience’s habits.

Adding multimedia to automated messages

Get creative by adding images and banners to your messages. This will really help your WhatsApp message to stand out.  

The power of images and videos

Images and videos can make your messages more engaging and visual. Use them to show products, provide tutorials or just grab the recipient’s attention.

When and how to use voice messages

Voice messages add a personal touch and can be great for conveying emotion or urgency. But use them sparingly and consider if your audience would prefer a text message.

Best practices for links and attachments

If your message includes a link or attachment make sure it’s relevant and adds value. For example, a link to a blog post or product page should be related to the content of the message. Make sure the link is short and trackable so you can see how it performs.

Chatbots for deeper interaction

What are WhatsApp chatbots?

Chatbots are automated systems that can have conversations with users, answer questions, and provide information based on pre-set algorithms and AI. They can be super useful for managing customer queries at scale.

Chatbots can engage customers

Chatbots can respond to customer queries instantly, guide users through processes like booking appointments or placing orders and even handle complex requests by escalating to human agents when needed.

Design your chatbot flows

To get the most out of chatbots design your flows to anticipate customer needs.

Takeaways

Automated WhatsApp messaging is your secret weapon for building stronger connections with your customers while keeping things efficient on the back end. Whether you're taking orders, managing reservations, or sending out personalized offers, WhatsApp makes it easier to reach your audience where they’re already spending time.

By integrating it with your existing systems and using tools like chatbots, you can scale your communication without losing that personal touch. Plus, with the added benefits of feedback collection, loyalty programs, and seamless operations, it's clear that WhatsApp isn't just another messaging app—it's a key ingredient in your recipe for success.

FAQs

How can WhatsApp help me take orders more efficiently?

WhatsApp allows customers to place orders directly by messaging your restaurant. You can quickly confirm orders, send menu options, and handle any special requests, streamlining the entire process.

Can WhatsApp be used for managing reservations?

Yes, customers can easily make reservations by messaging your restaurant. You can confirm bookings, manage table availability, and send reminders, all through WhatsApp.

How can I promote my restaurant through WhatsApp?

You can use WhatsApp to send out broadcast messages with promotions, special offers, or updates on new menu items. Targeted campaigns can also be sent to specific customer groups, enhancing your marketing efforts.

Is it possible to use WhatsApp for customer feedback?

Definitely! You can request feedback directly through WhatsApp by sending surveys or asking customers about their dining experience. This real-time feedback is valuable for improving your service.

How do I manage customer communications effectively on WhatsApp?

You can create quick replies for common questions, such as opening hours or menu inquiries, and set up automated responses for off-hours. Group chats can also be used to coordinate with your staff in real-time.

Can I run a loyalty program through WhatsApp?

Yes, you can inform customers about their points, rewards, or exclusive offers directly through WhatsApp, making it easier to maintain and grow customer loyalty.

How secure is WhatsApp for handling customer orders and payments?

WhatsApp offers end-to-end encryption, ensuring that customer communications are secure. For payments, you can guide customers to secure payment platforms or accept payment upon delivery.

How can WhatsApp help me reduce no-shows?

Sending reservation reminders through WhatsApp is an effective way to reduce no-shows. You can also confirm attendance with customers on the day of their reservation.

Is it easy to train my staff to use WhatsApp for customer interactions?

Yes, WhatsApp is user-friendly, and with a few basic instructions, your staff can quickly learn how to manage orders, reservations, and customer inquiries effectively.

Can I integrate WhatsApp with my existing restaurant management software?

Depending on your software, there may be options to integrate WhatsApp for seamless order and reservation management. This can further streamline operations and improve efficiency. For example, Eat App offers a seamless integration with WhatsApp that will significantly improve your communication with your guests.