Netizens React To Automated Replies On WhatsApp Business Accounts: "So Annoying"

• Kenyan consumers provide feedback on automated replies indicating dissatisfaction with automated replies on WhatsApp business accounts.
• Joy Tich sparked the conversation on Twitter by soliciting opinions on automated replies after a client complained about their irritation.
• Some users acknowledged the potential benefits of automated messages if response times are fast and messages are well-curated, while many said they prefer a more human touch.

A recent wave of feedback from Kenyan consumers suggests that not all innovations are warmly received, particularly automated replies on WhatsApp Business accounts.

Automated replies on WhatsApp business accounts are pre-programmed messages designed to be sent automatically in response to customers' messages.

These messages can be set up to respond to various scenarios, such as greeting a customer, providing essential information, or acknowledging a received message.

Business owner seeks opinions on automated replies

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The conversation around automated customer replies was ignited by @joy_tich, a business owner who took to Twitter to solicit views.

"A client requested I remove automation messages on my business WhatsApp, apparently it irritates. First time someone gave me feedback on that. Do you guys find automation messages irritating? Honest opinion," @joy_tich asked.

How netizens responded

In response, X users expressed frustration at the misleading nature of automated replies, which often give the impression of real-time interaction when, in reality, responses may be delayed.

@FantahOrange

"Extremely irritating, gives a false impression on real time interaction. So annoying."

@Kevlan_ said:

"Very irritating. You are giving me the notion you have responded and in the real sense, you'll take ages to respond. Doesn't satisfy the urgency per see."

@wes_kibet said:

"Automated messages only work if your reply time is fast. It also works if you've curated your message well, most businesses use generic suggestions that can irritate."

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@riffrufff said:

"Yeah. It gives a false impression that you've responded and I'll be attended to. Then I go ahead to explain my query which maybe will never be attended to."

@kharnkoinange said:

"Only if you're prompt... Also, the message automated after the first hi (salutation) , and you're still drafting your enquiry. Now you have a conversation that looks mathogothanio."

@kamuyu_david said:

"It feels like the 'no reply' auto email one gets after applying for a job you'll prolly never get."

@IntrepidKomen

"I've heard the same from clients. It's generic and most just prefer a person feel. There are not many alternatives to it though."

@ArapMandagoo said:

"I hate it too, I think you should listen to your clients they're right."

Other exciting reads on WhatsApp

• WhatsApp gb users face shutdowns as Meta asks them to download the official app.
• WhatsApp's communities allow users to have more structured discussion groups on the messaging platform.
• In July 2023, the app launched channels to allow users to follow local news, business brands, and sports, among other interests, without leaving the platform.
• It also launched a feature allowing users to switch between two accounts.

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WhatsApp cuts some users off the platform.

YEN.com.gh reported that WhatsApp has announced that some iPhone and Android smartphone users will be removed from its platform.

The decision will be made in October and will affect selected phone users worldwide.

The last time a similar announcement was made, no fewer than 42 types of phones from different smartphone manufacturers were affected.

Source: TUKO.co.ke