Auto Message or Automated Messaging is one of the technologies that plays a vital role in the world of online business today. With the ability to instantly respond to customer inquiries, auto messages save time, reduce costs, and increase the chances of closing sales efficiently. If you are not yet familiar with or have no prior experience with auto messaging, this article will introduce you to the significance of auto messages and how to utilize them to their fullest potential in your online business.

What is an Auto Message?

An Auto Message, or Automated Messaging, is a system that is configured to automatically respond to customer inquiries or send messages based on certain situations, keywords, or predefined messages. For example, this could include greeting customers via chat, answering frequently asked questions, confirming orders, or notifying customers of the shipping status of their products, among other uses.

These auto messages can be configured through various platforms, acting as a chatbot that interacts with customers whenever they initiate a chat or select a keyword set by the store in the chat.

Where Can You Set Up Auto Messages?

If you are a new online business owner or are studying how to apply auto messages in your business, you may have already encountered these automated replies, especially when placing orders or contacting businesses through online channels. If you’re wondering where you can set up auto messages, the good news is that you can configure them through various platforms, such as:

 Facebook Messenger
 Instagram (IG)
 LINE OA or LINE Official Account
 WhatsApp Business
 E-commerce websites

The reason why auto messages are widely used is because they are a technology that allows for quick and immediate responses to customers, reducing the workload of your team and enabling admins to respond more effectively to chat messages. This saves time and provides customers with a better experience through fast responses. Or if you need a great tool for creating and replying to auto messages, Zaapi’s AI Chatbot feature can handle this for you swiftly, whether it’s a welcome message, an out-of-office response, or an auto-reply when a chat is closed, making sure your customers are taken care of immediately and efficiently.

‍Learn more about the AI Chatbot feature

Types of Auto Messages

There are primarily 4 types of auto messages or replies that businesses can set up to interact with customers. Below, we will explore the different types and provide examples of how auto messages can be used in your online business to communicate with customers across different channels. Whether it’s for Facebook page responses, LINE OA replies, or any other communication platform, these examples can be adapted for your needs.

1. Welcome Message

A welcome message is an auto message that greets customers when they open a chat with your store. It can be set up in various ways depending on the tone or voice of your brand. For example:

 “Hello, thank you for reaching out to us. Our team will reply as soon as possible.”
 “Hello, thank you for visiting our store. If you need any further assistance, feel free to ask.”
 “Hello, thank you for contacting us. Which product are you interested in?”

2. Auto Answer Messages

Auto answer messages are replies businesses can set up to address basic customer questions. For example:

 Store hours: “Hello, our store is open from 9:00 AM to 6:00 PM. You can browse our store in person or place orders online 24/7.”
 Product options: “The floral dress in our collection comes in three colors: pink, blue, and white.”
 Shipping details: “Shipping within the city costs 50 Baht. Free shipping on orders over 1,000 Baht.”

3. Promotional and Discount Messages

Online stores can set up automated messages to notify customers about promotions and discounts, allowing them to instantly learn about special offers as soon as they open a chat or check the store’s promotion section. Example messages include:

 “Don’t miss out! Furniture items are 20% off today only. Click here!”
 “Special New Year Offer! Save up to 25% on our latest collection. Shop now!”

4. Order Status Notifications

Order status notifications are auto messages that are sent directly to customers after they place an order, or to notify them of shipping updates. Example messages include:

 “Thank you for your order. Your order number #12345678 is being shipped and will arrive within 2-3 days.”
 “We’ve received your order. You’ll receive your product between Dec 10th – 15th.”

View more customer service use cases examples

Benefits of Auto Messages for Online Sales

Now that you’re familiar with the types and examples of auto messages, let’s take a look at the advantages of automated replies. Why should every online business take advantage of this technology?

1. Speed Up Customer Responses

In today’s online marketplace, speed in answering customer questions is crucial. Customers expect immediate replies, and delays can result in lost sales opportunities. Auto messages help fill this gap, enabling businesses to respond quickly and effectively.

2. Save Time and Resources

Auto messages help reduce the workload for admins by automatically answering repetitive questions, such as queries about promotions or shipping details. Once auto replies are set up correctly with clear details, it saves time and allows admin staff to focus on other urgent inquiries.

3. Increase Sales Conversion Opportunities

Auto messages can present products, suggest promotions, or provide information related to products or services that customers are interested in, all without needing to wait for admin input. The quicker you can respond or engage with customers, the higher the chances of closing a sale.

4. Enhance Customer Satisfaction

Customers who receive immediate information feel more valued, which boosts their trust in your brand and helps build long-term relationships.

7 Tips for Setting Up Effective Auto Messages for Online Stores

To set up auto messages effectively for your online business, here are seven tips you must not miss:

1. Identify Frequently Asked Questions

Frequently asked questions are common queries customers repeatedly ask. To make your online store more efficient, set up auto replies for these frequent inquiries, so you don’t have to answer them manually. For example:

 What sizes and colors are available for products?
 What are the prices?
 What are the payment and shipping options?
 What is your return and refund policy?

2. Create Friendly and Engaging Messages

Write auto messages that sound friendly and natural. Avoid robotic language, and be sure to infuse your brand’s unique tone and style into the responses. Use language appropriate for your target audience. For example:

 “Hi there! How can we assist you today?”
 “We’ve got a special promotion right now! Would you like more details?”

3. Connect to a CRM System

Integrating auto messages with a CRM (Customer Relationship Management) system allows you to track customer data and sales systematically. Zaapi’s Smart AI Broadcast feature can analyze data from your LINE OA CRM and broadcast targeted campaigns to the right audience, making your sales process more efficient.

Learn more about Zaapi’s AI-powered Broadcast feature

4. Add Call-to-Action (CTA) Buttons

If you want to make it easier to close sales with auto messages or chatbots, include Call-to-Action (CTA) buttons like “View More Products,” “Ask for More Details,” or “Buy Now” to prompt customers to take action and make a purchase.

5. Use Alongside Other Strategies

As mentioned earlier, you can use auto messages on multiple platforms. Be sure to integrate them with your email campaigns, social media, e-commerce platforms, and other sales channels to ensure your online sales are efficient across all avenues.

6. Test and Optimize Your Messages

Test your auto messages with sample groups and gather feedback to improve them, ensuring they are well-suited to different customer segments and address their needs effectively.

7. Don’t Overuse Auto Messages

While auto messages are helpful, avoid overusing them to the point where they annoy customers. Too many messages can be intrusive, which may drive customers away instead of encouraging a sale.

Conclusion

Auto Messages (or Chatbots) are tools that online businesses should adopt to improve communication efficiency with customers. Not only do they save time and reduce costs, but they also enhance customer satisfaction and increase sales opportunities.

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Ready to start using auto messages? Try applying the tips we’ve shared to your business or get some help with Zaapi’s AI Chatbot feature, chat management tools, and many other great features available at Zaapi.

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