The basic rules
- Fast. If you can't solve it now, say when: "I'll check and get back to you before 1pm."
- Short. Two or three sentences per message. If there's a lot to say, ask a question to narrow it down.
- Answer the question. The answer first, everything else after.
- A next step. A question or a specific suggestion at the end.
- Important things in writing. Prices, dates and terms always in the chat.
When they ask the price
"It's £60 a session, and a block of five is £270. Are you looking to start soon or later on?" A straight price filters enquiries and builds trust. If it depends on something, say what: "Between £400 and £600 depending on the size. Could you send me a photo?"
When they message out of hours
"Hi, we're closed now. I'll reply with the price tomorrow at 9am. If you like, tell me the date you have in mind and I'll check it first thing." Better still, have someone (or something) actually answer. We explain how in after-hours replies.
When there's a complaint
"You're right, that shouldn't have happened, and I'm sorry. Chris can come round first thing tomorrow to look at it. Would 9:30 work?" Acknowledge, apologise without excuses and offer a fix with a date. Don't argue in writing; if it gets complicated, offer a call.
When you don't have what they want
"We don't stock that model any more, but there's a similar one for £20 less. Shall I send a photo?" Never leave a "no" without an alternative: that's where conversations die.
When they don't reply
One follow-up after two days, with an easy way out, and nothing more. Examples in WhatsApp follow-up messages.
When you can't keep up
When messages pile up, replies get slow and curt. That's where an AI agent helps: one that answers with these same rules and your tone, and leaves complaints, haggling and closing to you. That's what MultiChats does for customer service; you can try it first in draft mode, where you decide what gets sent.
Frequently asked questions
How quickly should I reply to a customer on WhatsApp?
As fast as you can: people who enquire on WhatsApp often ask several businesses. If you can't reply, an auto reply that says when you will.
Is it OK to reply with voice notes?
If the customer uses them, yes, and keep them short. Prices, dates and addresses are better in writing.
How should I handle a complaint on WhatsApp?
Acknowledge the problem, apologise without excuses and offer a solution with a date. If it gets complicated, offer a call.