- Customer message
“My shipment to Singapore has not arrived. Any update?”
- Check the record
Verify the shipment and customer, then check the latest status and its timestamp.
- A colleague takes over
If an update is still needed, pass checked records, the owner and next reply time.
Customers do not follow your field list
“Has this arrived?” may come with a screenshot and no complete shipment reference. First establish which shipment and what the customer needs, rather than immediately generating something that sounds like an answer.
Do not ask again for details already supplied
Extract a reference from permitted messages when possible, then ask for missing essentials. Tracking and quotation requests need different details; one long form is unlikely to suit both.
- Tracking: reference, required customer verification and latest record time.
- Quotation: route, cargo, quantity or weight, and service requirements.
- Complaint: the requested outcome, previous contacts and information still missing.
A phone number is not permission to view an order
Receiving a message does not grant access to every customer’s data. Agree verification and field access before connecting an order system. If the record cannot be checked, ask a colleague rather than guessing a delivery date.
Two languages should not create two versions of the terms
If one language says a fee is included and another says it is extra, the wording matters commercially. Test units, conditions and restrictions as well as tone. Ask a person to review unclear meaning with the original message attached.
Count the work around the channel
Review the WhatsApp Business account, platform rules, costs and human handoff. In a trial, check whether customers repeat themselves less and colleagues avoid duplicated checks, rather than counting automated replies.
