Customer Communication | ShopKatalog Documentation

Why Communication Matters

In social commerce, communication is everything. Unlike traditional e-commerce where transactions are automated, you build personal relationships with each customer. Great communication leads to:

Higher conversion rates
Repeat customers and referrals
Positive reviews and testimonials
Better understanding of customer needs
Reduced cancellations and returns

Response Time Guidelines

⚡ Ideal: Within 5-15 minutes

Perfect for hot leads. Customers are still browsing and ready to buy. Fast responses dramatically increase conversion.

👍 Good: Within 1-2 hours

Still effective. Most customers will wait this long for a response, especially if they've seen positive reviews.

⚠️ Acceptable: Within 4-6 hours

Some customers will move on to competitors. Try to at least acknowledge their message quickly.

❌ Too Slow: Over 24 hours

Most customers will lose interest or buy elsewhere. Only acceptable if you've set clear expectations (e.g., "Replies within 24 hours").

Communication Templates

Save these templates as quick replies in WhatsApp Business or Instagram:

Initial Response to Order

"Hi [Name]! 👋 Thank you so much for your order!

I've received your request for:
[List items]

Total: [Amount]

Great news - all items are in stock! 🎉

Can I confirm your delivery address?"

Why this works: Friendly, confirms the order, shows items are available, and moves toward next step.

Payment Instructions

"Perfect! Here are the payment options: 💳

1️⃣ Bank Transfer
Bank: [Bank Name]
Account: [Number]
Name: [Account Name]

2️⃣ Mobile Money
Number: [Your Number]
Name: [Your Name]

3️⃣ Cash on Delivery
Pay when your order arrives!

Which option works best for you?"

Why this works: Clear options, all necessary details, friendly tone, asks for preference.

Order Confirmation After Payment

"Payment received! ✅ Thank you!

Your order is now confirmed and will be packaged today. 📦

Expected delivery: [Date]
Delivery address: [Confirm Address]

I'll send you updates as your order progresses. Feel free to message me anytime if you have questions! 😊"

Why this works: Confirms payment, sets expectations, shows personal care, invites questions.

Shipping Update

"Great news! 🚚

Your order has been shipped and is on its way to you!

Tracking: [Number if available]
Expected arrival: [Date/Time]

Please keep your phone handy so the delivery person can reach you. 📱"

Why this works: Exciting tone, provides tracking, sets expectations, practical reminder.

Post-Delivery Follow-Up

"Hi [Name]! 👋

Just checking in to make sure you received your order and everything is perfect!

If you love it, I'd really appreciate if you could share a photo or leave a review! 📸 ⭐

Also, I'm offering 10% off your next order as a thank you! 🎁

Let me know if there's anything else I can help with!"

Why this works: Shows you care, requests social proof, incentivizes repeat purchase, leaves door open for future contact.

Handling Common Questions

"Is this product available?"

✅ If in stock:

"Yes! This product is available and ready to ship. Would you like to place an order?"

⏳ If restocking soon:

"This item will be back in stock on [date]. Can I reserve one for you? I'll message you as soon as it arrives!"

❌ If out of stock:

"I'm currently out of this item, but I have [similar product] that many customers love! Would you like to see it?"

"Can I get a discount?"

Option 1: Offer bundle discount

"My prices are already competitive, but if you buy 2 or more items, I can offer you [X]% off!"

Option 2: Add value instead

"The price is firm, but I include free delivery and gift wrapping at no extra cost!"

Option 3: Future discount

"For this purchase, the price is [X], but I'll give you a 10% discount code for your next order!"

"How long will delivery take?"

"Delivery times depend on your location:

📍 [City Center]: Same-day delivery (order before 2 PM)
📍 [Nearby Areas]: 1-2 business days
📍 [Other Regions]: 3-5 business days

Where are you located? I can give you an exact timeline!"

"What if I don't like it?"

"I offer a [X]-day return policy! 🔄

If you're not 100% satisfied, you can return it for a full refund or exchange.

Conditions:
• Item must be unused and in original packaging
• Keep your receipt/confirmation message
• Contact me within [X] days of delivery

Your satisfaction is my priority! 😊"

Tone and Language Tips

✅ Do This

Be friendly and conversational
Use the customer's name
Show enthusiasm with appropriate emojis
Be clear and specific
Acknowledge their concerns
Offer solutions, not excuses
End with a question or call-to-action

❌ Avoid This

Being too formal or robotic
Using jargon or complex terms
Overusing CAPS or excessive emojis
Giving vague answers
Being defensive about complaints
Making promises you can't keep
Leaving conversations hanging

Dealing with Difficult Customers

The Angry Customer

Listen first: Let them vent without interrupting
Acknowledge: "I understand why you're upset, and I apologize for..."
Take responsibility: Even if it's not entirely your fault
Offer solution: Be specific about how you'll fix it
Follow through: Do what you promised, when you promised
Follow up: Check that they're satisfied with the resolution

The Indecisive Customer

Ask questions to understand their needs
Offer recommendations based on their answers
Share reviews or testimonials from similar customers
Create urgency (limited stock, sale ending soon)
Offer to hold the item for 24 hours
Don't pressure - let them decide

The Bargain Hunter

Stand firm on your prices (politely)
Explain the value they're getting
Offer bundle deals instead of individual discounts
Suggest alternative, lower-priced products
Remember: some customers will buy, others won't - and that's okay

Building Long-Term Relationships

Remember Customer Preferences

Take notes about what customers like. "Hi Sarah! I got that blue dress style you loved, thought you might be interested! 💙"

Celebrate Milestones

"Happy birthday, James! Here's a 20% discount code as a gift! 🎉" or "Thanks for being a loyal customer for 1 year!"

Ask for Feedback

"I'd love to hear what you think about [product/service]. Your feedback helps me improve!"

Stay in Touch (Without Spamming)

Share new arrivals, promotions, or helpful content occasionally. Monthly is usually good - not more than weekly.

Communication Tools & Features

WhatsApp Business Features

Catalogs: Showcase products directly in WhatsApp
Quick Replies: Save time with common responses
Labels: Organize conversations by status
Away Messages: Set auto-replies when offline
Business Profile: Display hours, location, description
Message Statistics: Track read/delivered status

Instagram Features

Quick Replies: Pre-written responses
Story Highlights: Feature products/FAQs
Product Tags: Tag products in posts
Saved Replies: Frequently asked questions
Notes: Add private notes to conversations
Voice Messages: Personal touch for complex questions

Communication Dos and Don'ts

✅

Always respond, even if you can't help

A polite "I'm sorry, I don't have that in stock" is better than no response.

❌

Don't ignore messages hoping they'll go away

Ignored customers leave bad reviews and tell their friends.

✅

Set expectations about response times

"I typically reply within 2 hours during business hours (9 AM - 6 PM)"

❌

Don't message customers too frequently

Multiple messages per day feels spammy and annoying.

✅

Use voice messages for complex explanations

Sometimes it's easier to explain product details or sizing with your voice.

❌

Don't use voice messages for simple yes/no questions

Customers can't quickly scan voice messages - use text for quick info.