Do you spend hours crafting responses to your customers’ WhatsApp messages?
You shouldn’t have to spend so much time doing this.
This is why, in this article, you’ll find ready-made WhatsApp message templates for your customers.
These templates will help you provide customer support faster and better.
Let’s begin this adventure.
But before we jump into it, let’s answer the question on everyone’s mind.
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What is a WhatsApp message template?
WhatsApp message templates for customer support are pre-written messages that you can customise and send to customers.
They’re helpful for standardised messages like FAQs, order confirmations, appointment reminders, and shipping updates.
Now, how can these templates apply to your business?
Imagine you own a pizza delivery business. You can create a template message that says something like:
“Hi {{1}}. Your pizza is on the way and should arrive in 30 minutes. Thanks for choosing {{2}}”
Next, fill in the customer’s name in 1 and your business name in 2, then hit send.
Templates save you time while making you look like a pro. It also helps you personalise your messages to suit your audience’s needs.
You must also ensure that WhatsApp approves your WhatsApp message templates before you use them.
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Next, let’s look at the different types of WhatsApp message templates.
Types of WhatsApp message templates
Here are 7 most popular types of WhatsApp message templates for your business:
- Promotional templates: Used to send promotional messages to customers.
- Transactional templates: Used to send transactional messages.
- Informational templates: Used to send information about a product, service or event.
- Customer service templates: Used to respond to customer inquiries, complaints, and support requests.
- Feedback templates: Used to collect customer feedback on a product or service.
- Survey templates – Used to collect customer data and customer feedback for research purposes.
- Lead generation templates – Used to generate leads and gather contact information from potential customers.
These templates will help you save time and ensure consistency in messaging your customers.
So, how can you use WhatsApp message templates?
How to create and submit a WhatsApp message template?
Message templates allow you to send pre-approved messages to customers.
They make responding to frequently asked questions easier, providing updates, and more.
Is it difficult to create and submit a WhatsApp template? No, it’s simple.
Follow these five basic steps:
- Determine the message category: Is it an account update, appointment update, or payment update template? Decide the category.
- Choose a format: Select the message’s layout, such as text, image, or document.
- Write the message content: Create the message content according to the guidelines. Ensure you stay within the character limit provided by WhatsApp.
- Submit the template for approval: Upload the message template to the WhatsApp Business API Client. Then, submit it for approval.
- Wait for approval: Once the template is submitted, WhatsApp will review it. If the template is approved, you can use it to message your customers.
Let’s start with our featured WhatsApp message templates for customer support.
22 best WhatsApp message templates for customer support (with examples)
Here are 22 of the best WhatsApp message templates for customer support. Plus, examples of how to use them.
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1. Quick reply template
This template is perfect for quick and short replies. You can use this template when a simple response can’t resolve a customer’s issue.
Here’s a WhatsApp message template you can tweak:
“Hi {{1}}, thank you for contacting us. We apologise for the {{2}}🙏. We have received your message, and our team will reply soon. If you have any further questions, please don’t hesitate to contact us. Thank you for your patience.”
Here’s an example of how the final message will look.
Hi John, thank you for contacting us. We apologise for the delay in shipping your order🙏. We have received your message, and our team will reply soon. If you have any further questions, please don’t hesitate to contact us. Thank you for your patience.
2. Delivery update template
Use the delivery update template to update delivery statuses quickly. Use this during peak periods when customer service is typically stretched thin.
Want a delivery update message template you can use on WhatsApp?
Here’s one:
“Hi {{1}}, this is a quick update on your delivery. Your order number {{2}} has been dispatched and is in transit. You can track your delivery using the tracking number {{3}}. If you have any questions or concerns, please don’t hesitate to contact us. Thank you.”
Customise this template with your company’s brand and tone. It’ll help you build a more personal connection with your customers.
Here’s an example of how the final message will look.
Hi Jenna, this is a quick update on your delivery. Your order number 1078 has been dispatched and is currently in transit. You can track your delivery using the tracking number TN8547042. If you have any questions or concerns, please don’t hesitate to contact us. Thank you.
3. Thank you template
Expressing gratitude is one of the best ways to retain your customers. This WhatsApp message template is simple and effective.
You can thank customers for their patience in resolving issues or express appreciation for their feedback.
Here’s the template:
“Hi {{1}}. Thank you so much for choosing us. We’re pleased to have you as a customer. We hope you enjoyed your experience with us and look forward to serving you in the future. If you have any questions or concerns, please don’t hesitate to contact us.”
Here’s an example of how the final message will look.
Hi Nisha. Thank you so much for choosing us. We’re pleased to have you as a customer. We hope you enjoyed your experience with us and look forward to serving you in the future. If you have any questions or concerns, please don’t hesitate to contact us.
4. Problem-solved template
Did you successfully resolve a customer’s issue?
Then, it’s essential to inform them that their concerns have been addressed.
The problem-solved template is perfect for this. It can help you engage your customers and boost their experience with your brand.
Here’s the template:
“Hey {{1}}. We want to let you know that we’ve resolved the {{2}} you were experiencing. Thank you for bringing it to our attention. Please let us know if there’s anything else we can do to help.”
Here’s an example of how the final message will look.
Hey Sabreena. We want to let you know that we’ve resolved the account downtime issue you were experiencing. Thank you for bringing it to our attention. Please let us know if there’s anything else we can do to help.
5. Account creation template
When a customer creates an account with your business, you want to make them feel welcome and appreciated.
Use this template to make them feel at home:
“Hey, {{1}}. Welcome to {{1}}. Your account has been successfully created. With your new account, you’ll be able to enjoy the following benefits:
✔️Easy checkout process for all your purchases
✔️Tracking your order status
✔️Access to exclusive deals and discounts
If you have any questions, please don’t hesitate to contact our customer support team. Happy shopping!”
Here’s an example of how the final message will look.
Hey, Nick. Welcome to Brand Express. Your account has been successfully created. With your new account, you’ll be able to enjoy the following benefits:
✔️Easy checkout process for all your purchases
✔️Tracking your order status
✔️Access to exclusive deals and discounts
If you have any questions, please don’t hesitate to contact our customer support team. Happy shopping!
6. Refund request template
Nobody likes to hear that a customer wants a refund.
But, if this is your reality, make the process as painless as possible.
Here’s how:
“Hi {{1}}, we’re sorry to hear that you’re not satisfied with your purchase. Please provide us with the following details so that we can process your refund:
Order number
Reason for refund
Once we receive this information, we’ll process your refund as soon as possible. If you have any questions or concerns, please contact us.”
Here’s an example of how the final message will look.
Hi Emily, we’re sorry to hear that you’re not satisfied with your purchase. Please provide us with the following details so that we can process your refund:
Order number
Reason for refund
Once we receive this information, we’ll process your refund as soon as possible. If you have any questions or concerns, please contact us.
7. Appointment confirmation template
You can use this template to confirm a scheduled appointment via WhatsApp.
This template ensures that your customers have all the information they need to show up prepared.
“Hi {{1}}, this confirms your appointment with us on {{2}}. Please bring {{3}} with you to the appointment. If you need to reschedule or cancel your appointment, please inform us at least {{4}} before. We look forward to seeing you soon.”
Here’s an example of how the final message will look.
Hi John, this confirms your appointment with us on Wednesday, May 4th, at 2:00 PM. Please bring your ID and insurance information with you to the appointment. If you need to reschedule or cancel your appointment, please inform us at least 24 hours before. We look forward to seeing you soon.
8. Payment confirmation template
This template is perfect for confirming receipt of payment from customers.
Here’s a payment confirmation template you can use:
“Hey {{1}}, thanks for the payment. We received the amount of {{2}} on {{3}}. Your transaction ID is {{4}}.
Here’s an example of how the final message will look.
Hey Sam, thanks for the payment. We received the amount of USD 20 on 28/04/2023. Your transaction ID is 9854.
9. Product information template
Use the product information template to provide information customers need to make an informed decision. From features to benefits to specs, you’ve got it covered.
Here’s a template you can use:
“Hi {{1}}, thank you for your interest in our {{2}}. Here’s some information about the product:
Product Description: {{3}}
Features: {{4}}
Price: {{5}}
Availability: {{6}}
Please let us know if you have any questions or want to place an order. We’re happy to assist you. Thank you.”
Here’s an example of how the final message will look.
Hi John, thank you for your interest in our new laptop model. Here’s some information about the product:
- Product Description: Our new laptop model is lightweight and powerful, perfect for work and play. It features a high-definition display, long battery life, and fast processing speeds.
- Features: The laptop has 8GB of RAM, a 512GB SSD, and an Intel Core i5 processor. It also has a backlit keyboard, built-in speakers, and a webcam.
- Price: The laptop is priced at $999.
- Availability: The laptop is currently in stock and available for purchase.
Please let us know if you have any questions or want to place an order. We’re happy to assist you. Thank you.
10. Order confirmation template
The order confirmation template helps you confirm customers’ orders on WhatsApp.
Use this template to provide details about expected delivery dates.
Here’s an order confirmation message template:
“Hi {{1}}. Thank you for your order! We have received your request and are processing it now. Your order will be shipped on {{2}}. If you have any questions or concerns, please don’t hesitate to contact us.”
Use this template to keep your customers informed and excited about their purchases.
Here’s an example of how the final message will look.
Hi Nelson. Thank you for your order! We have received your request and are processing it now. Your order will be shipped on Wednesday. If you have any questions or concerns, please don’t hesitate to contact us.
11. Feedback request template
Want to know what your customers think about your business? This is the template to use.
Ask your customers to share their thoughts about their experience with your business.
Here’s a template message you can use:
“Hello, {{1}}. We hope you enjoyed your recent experience with {{2}}. We’d love to hear your thoughts on how we can improve and make your next visit even better. Do you have a minute to share your feedback with us?”
Here’s an example of how the final message will look.
Hello, Sam. We hope you enjoyed your recent experience with Style Inn Salon. We’d love to hear your thoughts on how we can improve and make your next visit even better. Can you share your feedback with us?
Also, check out:
- How to use WhatsApp Chatbots for customer support
- How to use WhatsApp Chatbots for lead nurturing
- 10 SMS templates for customer support
12. Returns and exchanges template
Got a customer who needs to return or exchange a product?
Don’t worry. This template will help you handle it like a pro.
Here’s a template you can use:
“Hi {{1}}, we’re sorry our {{2}} didn’t meet your expectations. We want you to be happy with your purchase, so we’re happy to offer you a return or exchange. Let us know what you need, and we’ll cover the rest.”
Here’s an example of how the final message will look.
Hi Jasmine, we’re sorry our Happy Hydration serum didn’t meet your expectations. We want you to be happy with your purchase, so we’re happy to offer you a return or exchange. Let us know what you need, and we’ll cover the rest.
13. Welcome message template
A new customer just signed up for your newsletter or made their first purchase.
Don’t miss the chance to make a great first impression.
Here’s the template you can use:
“Welcome to {{1}}! We’re thrilled to have you on board. As a new member, you’ll be the first to know about our latest products, special offers, and insider news. Plus, you’ll have access to exclusive deals and perks. Thanks for choosing us, and we can’t wait to get to know you better.”
Here’s an example of how the final message will look.
Welcome to EZ Apparels! We’re thrilled to have you on board. As a new member, you’ll be the first to know about our latest products, special offers, and insider news. Plus, you’ll have access to exclusive deals and perks. Thanks for choosing us; we can’t wait to get to know you better.
14. Order cancellation template
You can use it when a customer needs to cancel an order.
Here’s an order cancellation template:
“Hi {{1}}. We’re sorry to hear that you need to cancel your order. We’ll be happy to assist you with the cancellation. Please email us at {{2}} with your order number and the reason for the cancellation, and we’ll take care of the rest. Thank you.”
Here’s an example of how the final message will look.
Hi Sharon. We’re sorry to hear that you need to cancel your order. We’ll be happy to assist you with the cancellation. Please email us at support@ezapparels.com with your order number and the reason for the cancellation, and we’ll take care of the rest. Thank you.
15. Loyalty program template
A loyalty program is a way to go if you want to reward your loyal customers and keep them returning for more.
Here’s a template you can use:
“Congratulations {{1}}! You’ve been selected to join our exclusive loyalty program at {{2}}. You’ll get exclusive discounts, early access to new products, and other exciting perks as a member. We appreciate your loyalty and want to thank you for choosing us.”
Here’s an example of how the final message will look.
Congratulations Mark! You’ve been selected to join our exclusive loyalty program at Nike. You’ll get exclusive discounts, early access to new products, and other exciting perks as a member. We appreciate your loyalty and want to thank you for choosing us.
16. Frequently asked questions template
A frequently asked questions (FAQ) template helps you answer common questions your customers may have.
Why is it useful? It can save you time. It can also improve customer satisfaction by providing clarity.
Here’s a FAQ template you could try on WhatsApp.
“Hi [customer name], here are some answers to our most frequently asked questions:
What are your business hours?
Our business hours are {{1}}.
What is your return policy?
We offer a {{2}} return policy on most products. Please refer to our website for more details.
How can I track my order?
You can track your order using the tracking number in your confirmation email.
Do you offer international shipping?
Yes, we offer international shipping to select countries. Please refer to our website for more details.
What payment methods do you accept?
We accept {{3}}.”
With pre-written responses, you can efficiently answer these questions. This gives you more time to focus on other tasks.
Here’s an example of how the final message will look.
Hi Linda, here are some answers to our most frequently asked questions:
What are your business hours?
Our business hours are Monday to Friday, 9:00 AM to 5:00 PM.
What is your return policy?
We offer a 30-day return policy on most products. Please refer to our website for more details.
How can I track my order?
You can track your order using the tracking number in your confirmation email.
Do you offer international shipping?
Yes, we offer international shipping to select countries. Please refer to our website for more details.
What payment methods do you accept?
We accept credit cards, PayPal, and bank transfers.
17. New product launch template
You can use our new product launch message template to announce the launch of a new product or service.
Here’s the template that you can use:
“Hi {{1}}, have you heard? We’re launching a brand-new shoe collection that we think you’ll love! It’s called {{2}}, packed with innovative features.
Imagine comfortable memory foam soles, breathable mesh materials, and sleek designs wrapped in one shoe. You’ll enjoy ultimate comfort, style, and functionality with Nike Air.
Stay tuned for more details on when and where to get your feet in them!”
Here’s an example of how the final message will look.
Hi Arya, have you heard? We’re launching a brand-new shoe collection that we think you’ll love! It’s called Nike Air, and it’s packed with innovative features.
Imagine comfortable memory foam soles, breathable mesh materials, and sleek designs wrapped in one shoe. You’ll enjoy ultimate comfort, style, and functionality with Nike Air.
Stay tuned for more details on when and where to get your feet in them!
18. Follow-up template
The follow-up template shows you care about your customers’ experience.
Use this template to check in on your customers from time to time. Use this when they’re yet to complete or confirm an order.
Here’s the template that you can use to follow up:
“Hey {{1}}, we’re sending a quick message to see how things have been since our last interaction. Is everything still running smoothly, or do you need any further assistance? Let us know. We’d be more than happy to help out!”
You want to make sure your customers are happy and satisfied. This Whatsapp business message template helps you do just that.
Here’s an example of how the final message will look.
Hey Justin, we’re sending a quick message to see how things have been since our last interaction. Is everything still running smoothly, or do you need any further assistance? Let us know. We’d be more than happy to help out!
19. Order tracking template
The order tracking template is a must-have in your WhatsApp toolbox. This WhatsApp customer support message template is vital for your business.
Use this template to give your customers real-time updates on their purchases’ status.
Here’s the template:
“Hi {{1}}, we’re updating you on the status of your order. It’s in transit and should arrive by {{2}}. You can track your package by clicking the link {{3}}. Let us know if you have any questions or concerns.”
Here’s an example of how the final message will look.
Hi Shreya, we’re updating you on the status of your order. It’s in transit and should arrive by 28/04/2023. You can track your package by clicking the link blingspot.com/track. Let us know if you have any questions or concerns.
20. Subscription cancellation template
The subscription cancellation template is like a gentle break-up message.
However, let your customer know you understand their decision to cancel and are here to help.
Here’s the template:
“Hi {{1}}. we’re sorry to hear that you wish to cancel your subscription. To cancel your subscription, please follow these steps:
Log in to your account.
Navigate to the subscription section.
Click on “Cancel Subscription.”
Follow the prompts to complete the cancellation process.
If you have further questions or concerns, please don’t hesitate to reach out.”
Here’s an example of how the final message will look.
Hi Sandra. We’re sorry to hear that you wish to cancel your subscription. To cancel your subscription, please follow these steps:
Log in to your account.
Navigate to the subscription section.
Click on “Cancel Subscription.”
Follow the prompts to complete the cancellation process.
If you have further questions or concerns, please don’t hesitate to reach out.
21. Verification request template
The verification request template is ideal for businesses that require customers to verify their accounts or identity.
You can use this template to let customers know what steps to take to complete the verification process.
Here’s the template:
“Hi {{1}}. We noticed that your account has not been verified yet. Please provide us with a {{2}}, and we’ll get you sorted in no time.”
Here’s an example of how the final message will look.
Hi Lisette. We noticed that your account has not been verified yet. Please provide us with a picture of your ID, and we’ll get you sorted in no time.”
And last but not least…
22. Support hours template
Let your customers know when they can reach you by email, phone, or chat.
Here’s the template:
“Thank you for contacting our customer support team! Our support hours are {{1}}. Feel free to message us if you need assistance outside these hours, and we’ll get back to you as soon as possible.”
Here’s an example of how the final message will look.
Thank you for contacting our customer support team! Our support hours are Monday through Friday, from 9 am to 5 pm Eastern Standard Time. Feel free to message us if you need assistance outside these hours, and we’ll get back to you as soon as possible.”
So, take the time to create a solid template.
Your customers (and your sanity) will thank you for it.
Not sure where to start?
What next?
Ready to create and send professional WhatsApp templates for your business?
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