Tip of the week: Remember that your best customer service is a quick reply
Speed shows respect. In a world of mobile phones, customers expect to hear back soon. A slow reply makes them feel unimportant, while a fast one builds trust before they have even bought.
Set a personal rule: reply to every message within an hour during business hours, or at least send a short acknowledgement. "Thank you for your message, I will send you the details shortly."
Use tools that help. WhatsApp Business lets you set a greeting, away messages and quick replies for common questions. Pin the hours you are available so customers know when to expect answers.
Do not leave voice notes unanswered or leave messages "seen" without reply. If you cannot answer fully, say so and give a time.
When you really cannot be available, tell customers beforehand, for example on a holiday or during a family event.
A small online seller in Zanzibar who answers quickly can win customers away from a bigger competitor who takes a day.
This week: set up quick replies for your five most common questions.