A customer who waits too long for a reply buys somewhere else. To raise customer satisfaction, cut your reply time with auto-replies for the repeat questions, and keep your own time for the cases that really need you. Here are 6 practical steps.
- Shoppers ask several stores at once, and the first to reply usually makes the sale.
- Auto-reply belongs on the repeat questions: price, sizes, shipping and returns.
- Let the bot take the order too, not just answer.
- Complaints and special requests go to a person.
Why reply time matters
- Online shoppers message several stores at the same time.
- The first store to reply usually gets the order.
- A slow reply tells the customer “we don’t have time for you”.
6 steps to happier customers
Step 1: Auto-reply to repeat questions
List the 10 questions you get most. Usually:
- Price.
- Sizes and colors.
- Shipping cost and delivery time.
- Returns and exchanges.
Those are the ones the bot should answer.
Step 2: Let the bot take the order
Not just reply. When the customer decides, the order is placed in the chat right away, with no “send your number and we’ll call you”.
Step 3: Keep replies short and clear
Two lines beat a paragraph. Add the product photo and price.
Step 4: Hand hard cases to a person
A complaint, a special request, a problem with a shipment? The bot passes it to you instead of going in circles.
Step 5: Put your shipping and returns policy in the store
Every clear answer on the page is one less question in your inbox.
Step 6: Reply where the customer already is
Messenger, Instagram or WhatsApp. Don’t ask them to move somewhere else.
How StorkPlus helps
- Messenger bot replies to customers and takes orders, on the free plan, with no ManyChat needed.
- Instagram bot does the same in Instagram DMs (Growth plan).
- WhatsApp bot (Galaxy plan).
- Notifications to the customer when the order is placed and when it ships (Growth plan).
Read more: the AI guide to steady daily sales.
FAQ
What’s the best time to reply to a customer message?
Within the first few minutes. The longer the wait, the lower the chance they buy. Auto-reply solves that.
Will a bot annoy my customers?
Not if you use it well: let it answer repeat questions and take orders, and hand special cases to a person.
Do I need ManyChat with StorkPlus?
No. The Messenger bot is built into the platform and connected to your products and orders, with no extra subscription.
