A good brand reputation is built through fast and efficient customer responses. Especially in a time where social platforms such as Facebook Messenger and WhatsApp are being used for CRM, the in-time response is the least that a customer can expect. But for large businesses receiving thousands of queries on a daily basis, catering to each and every message immediately may seem difficult. That’s when the SocialEpoch automated response feature comes in handy.
SocialEpoch auto-reply feature allows CRM managers to create message templates that can be sent automatically every time a particular query comes in. This automation makes handling a large number of customer queries on a daily basis fast and manageable.
How SocialEpoch Auto-reply Feature Works?
On SocialEpoch Admin Console, WhatsApp Automated Response can be enabled using the ‘Auto-Reply’ feature. By turning on the auto-reply, we allow the console to automatically read all incoming messages and search for any particular keywords that we define for auto-reply. The search feature gives three options.
1. Full Match
Say our keyword for auto-reply is ” price iphone X”, the full match search will identify the exact word-to-word match for all incoming messages.If the customer query is “Do you have iphone x?”, through the keyword matches to some extent, the auto reply will not be triggered. If it finds a keyword that matches, it automatically sends a pre-curated message template like” Hi, thank you for reaching out to us, The price for an iPhone x is Rs. 90,763″.
In the case of the whole word match, the entire keyword should match with the search query to generate the auto-response. The case in the keywords can however vary.
In the case of multiple keywords, the search query is matched with each keyword individually and if it finds any match, the auto-response is triggered.
2. Semi Match
While a full match matches the entire keyword, a partial match does not require that. In case of partial matching of one or more words matching the search query is enough to trigger the auto-reply feature.
For example: If the keyword is” iphone x price” and the customer query is “What is the price of iphone x in India”, the auto-reply will be triggered. Even though the keyword doesn’t match completely and only one word matches. The autoreply will be triggered and the customer will automatically receive a WhatsApp message on their number.
In the case of any match as well, the case of keywords is not taken into consideration.
3. Exact match
In the case of an exact match, the keywords must match the search query exactly word by word. It also requires that the case of the query matches the keywords.
For example, if the keyword is “iphone X price” and the customer query is “iphone x price”. Though both the words match the keyword, it still won’t generate the auto-response. That’s because the case of the query doesn’t match the keyword exactly. While the keyword has ‘x’ mentioned in the upper case, the search query has the ‘x’ in the lower case hence it won’t be an exact match.
The keywords and the search option should be well thought off and if possible be based on real queries that your businesses receive on a daily basis.
A step-by-step guide to creating messages template for SocialEpoch
To create an automated response temple on SocialEpoch, you first need to have a licensed version of SocialEpoch. Once you have the license, set up your account set up for Admin Console as well as WhatsApp Business API.
Once your account is ready,, you can start creating templates for an automated response. Here is how you can do it:
Step 1:
Sign in to your SocialEpoch SCRM Interface
Step 2:
Go to ‘Settings’ to enable Auto reply
Step 3:
Next. login to your SocialEpoch SCRM Admin console to create an auto-reply template
Step 4:
Once you log in, you will be taken to the Home page of the Admin Console. Next click on ‘SCRM Settings’ on the right panel to view the menu.
Step 5:
From SCRM settings menu, select ‘Automated Response option’.
Step 6:
In the following screen you can create a new template for automated response by clicking on the ‘Add’ button
Step 7:
Next, you will need to fill in the type of keyword and the message for the automated response. Add a name to your Match type. Also, you next select the match type for the keyword. As explained above, select the most appropriate match type and fill in the auto-reply message. You can add multiple keywords and responses at the same time. Select the ‘Reply all’ if you want to send the reply to all contacts or ‘random reply’ if you want to send the response to only a specific contact.
Step 8:
Once you have filled in all the details, click ‘Determine’ to save the changes.
Step 9:
In the following screen, you can see the automated response template that you just created. You can see the details, edit or delete them as required.
Step 10:
And with that, you just created an auto-reply template for your customers and can reply to 5000+ client WhatsApps on a daily basis without any effort.
Here is a screenshot that demonstrates automated response for keywords ‘hello’ and ‘price iphone x’ both with full keyword match constraint.
SocialEpoch Auto-reply feature finds its application in small as well as large business organizations. While in case of WhatsApp based small businesses, auto-reply feature can be used to respond to price related queries for each product, for bigger enterprises, it can help in sending out welcome greetings, getting preliminary details from customers to even assisting in WhatsApp chatbot conversations. You can know more about SocialEpoch features here. For license and subscription of SocialEpoch, you can contact out customer care service.
