How Brands Can Navigate Post-Holiday Season Challenges With WhatsApp Templates

The post-holiday season often presents brands with a unique set of challenges. After the madness and rush of holiday sales, businesses typically experience a different kind of surge – that in returns and exchanges. Many items, purchased in wrong sizes or styles are returned, increasing workload for customer support teams that need to manage the logistics of these returns and exchanges. Teams are also stretched thin while supporting the huge volumes of incoming queries about products purchased as well as those returned or exchanged. During this time, there is a very real possibility of brands upsetting customers by failing to address their queries quickly. Customers expect fast, convenient solutions, especially if they’re already dealing with post-holiday stress and any delays by the business in responding to them increases chances of the customer turning their backs on the brand for good. Another challenge for businesses is the noticeable slump in sales as customers experience “spending fatigue” after going overboard with their purchases. The task of maintaining engagement with these customers and encouraging further purchases becomes tricky for businesses. Also, many holiday customers may be one-time buyers, so brands need to work to convert them into regular customers through targeted offers and personalized follow-ups.

WhatsApp can be leveraged as an effective solution to overcome challenges businesses typically encounter during high-demand periods like post-holiday sales. Especially crafted WhatsApp message templates can be used for a number of use cases that help brands amp up customer support, boost sales, and streamline operations. With the platform’s capabilities for personalized, real-time communication, businesses can handle inquiries and concerns quickly and efficiently. Best of all, WhatsApp’s service conversations are free, making it an ideal solution for handling the high volume of post-holiday queries without additional costs.

Let’s look at how WhatsApp can help in the post-holiday sales season:

1. Handling the High Volume of Returns and Exchanges

The weeks following the holidays see a marked increase in returns and exchanges. Unwanted gifts, incorrect sizes, or style mismatches lead to a surge in return requests, often overwhelming customer support teams. Providing customers with efficient, straightforward responses during this time is crucial for maintaining brand reputation and customer satisfaction. Using WhatsApp for customer support allows brands to manage high volumes of returns seamlessly. With the ability to create and send automated responses for return policies and tracking updates, WhatsApp helps reduce wait times and provides clarity for customers. These quick, informative responses ease the workload on support teams while ensuring customers receive the guidance they need.

Here are a few templates examples to handle returns and exchanges:

Let’s look at how WhatsApp Business API can help in the post-holiday sales season:

2. Overcoming Post-Holiday Sales Slump

After the holiday excitement, consumer spending tends to dip as many customers experience "spending fatigue." For brands, this means sales and engagement may decline if they don’t actively work to keep customers interested. WhatsApp allows brands to send personalized messages directly to customers, helping maintain engagement and even spark post-holiday purchases. Personalized WhatsApp templates can target past buyers with exclusive promotions, flash sales, or special offers that entice customers to return.

Here are a few promotional templates to boost post-holiday sales:

3. Creating a Library of Helpful Support Messages for Common Inquiries

During post-holiday sales, businesses commonly receive specific types of inquiries as customers seek to resolve issues, initiate returns, or find deals on leftover inventory. To ease post-holiday operations, businesses can create a library of WhatsApp templates specifically designed to handle common support inquiries. These templates can quickly resolve customer concerns, freeing up support teams for more complex issues. Here are some frequent queries:

Return and Exchange Requests: Businesses can use WhatsApp to automate responses with clear instructions on their return and exchange policies. By creating a standardized template message, brands can send quick responses with links to detailed instructions or return forms, minimizing customer wait times.

Order Tracking Updates: Customers are keen to know when their returns will be processed, or when they will receive the exchanged item. WhatsApp allows brands to offer real-time updates by sending tracking links and order statuses directly to customers. This not only keeps customers informed but also reduces the need for follow-up questions.

Gift Card Queries: Customers often want to know how to use their holiday gift cards. WhatsApp can be used to send out promotional messages or help customers redeem gift cards with clear instructions. Automated messages can provide details on using gift cards or share exclusive discounts, making it easy for customers to find deals without needing extensive support.

Product-Specific Questions: Customers may reach out to ask if a product is available in a different color or size, or if it is available. WhatsApp allows businesses to set up a quick-response system for product inquiries. With a structured message, businesses can reply with details on availability, helping customers decide faster and improving their shopping experience.

Delivery Issues: Sometimes, customers can reach out when orders are delayed. Businesses can preemptively send updates regarding any shipment delays and offer tracking information to manage expectations. Sending proactive updates keeps customers informed and reduces frustration.

Here are a few examples of support templates for common inquiries:

By strategically using WhatsApp templates, brands can turn post-holiday challenges into opportunities for engagement and increased loyalty. With customized responses for returns, exchanges, and ongoing promotions, WhatsApp helps brands connect with their customers, maintain satisfaction, and encourage additional sales during the slow season.