Engage with your customers at scale using WhatsApp Marketing Template messages

Engage with your customers at scale using WhatsApp Marketing Template messages

Hi everyone,

To make it easier for organizations to communicate with customers, Desk now allows you to send individual, mass, and bulk WhatsApp template messages from both the Ticket and Contact modules.

How is this going to benefit your business?

WhatsApp is an important channel for sending marketing messages directly to customers, and the inclusion of marketing templates in Desk's integration with WhatsApp helps you achieve several goals: 

Faster reach: Reaching out through a channel the customer uses frequently makes it more likely you'll get a response and be able to nurture leads effectively.
For example, you might be reaching out to customers to offer a flat 50% off on hotel bookings for a limited time. WhatsApp allows businesses to incorporate a direct CTA to book a hotel room within the template message for faster reach and conversion. 

Personalized outreach: When reaching out to customers from the ticket module, admins can select campaigns that best fit users who have faced related issues. Since tickets hold detailed interaction history, the message can be more personalized.
For example, customers who have previously raised tickets to check the availability of the latest digital gadgets can be notified via WhatsApp about an upcoming sale in that product category.

Consistency in messaging: Admins can reach out to multiple customers simultaneously while maintaining a single brand voice by using a preset WhatsApp marketing template.
For example, while launching a new product update, admins can use a preset WhatsApp template to inform all customers about the new features. Here, every customer gets the same clear and accurate information without agents improvising or creating inconsistencies.

Who can send messages in bulk?
  1. Agents can only send marketing template messages to individual tickets and contacts. 
  2. Admins can use marketing templates to send messages via mass update in the Tickets module and mass and bulk update in the Contact module. 

This feature is now live for users in US, EU, IN, AU, JP, and CA data centers. Please remember to conduct marketing outreach on WhatsApp responsibly. Messaging contacts without their consent may result in adverse effects, such as customers blocking your number.

For more details on how to send WhatsApp messages from the Ticket and Contact modules, please refer the following help documents.
  1. Performing Bulk Updates in Zoho Desk
  2. Mass and Bulk Actions in Accounts and Contacts Modules
PM: @Ashok G 

Regards,
Raveena
User Ed | Zoho Desk 

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