An automatic reply keeps the buyer who messages you at midnight. Misused, it makes them feel they are talking to a wall.
What suits automation
- Greeting and confirming the message arrived
- Price, sizes, opening hours and address
- Sending the catalogue or website link
- Collecting name, phone and request type
What stays human
- Negotiation and special requests
- Complaints
- The hesitant buyer who needs convincing
Three rules
- Keep the reply short and in natural language
- Always give the buyer a way to reach a person
- Review conversations weekly and update the replies
The takeaway
The machine answers fast, the human convinces. Combine the two and don't replace one with the other.
