₹1 Lakh Store
⌘K
GETTING STARTED
FIND — Get an Idea
VALIDATE — Hit PMF (Phase 3)
UNIT ECONOMICS — First (Phase 4)
SCALE — Build to ₹1L/mo
    • Post-Purchase Flow
    • Delivery Tracking Setup
    • Review Generation SOP
    • 1-Star Recovery Playbook
    • Loyalty Program Design
    • Referral Loop Builder
    • Repeat Purchase Triggers
    • Customer Delight Moments
    • NPS & CSAT Framework
    • WhatsApp Support SOP
AI & AUTOMATION
ANALYTICS & DATA
FINANCE
TOOLS & CALCULATORS
RESOURCES
  1. SCALE — Build to ₹1L/mo
  3. WhatsApp Support SOP

11 — Customer Ex

WhatsApp Support SOP

90% of Indian D2C customer service happens on WhatsApp. Set it up right or lose customers to slow responses. Your WhatsApp response time is your brand reputation — every delayed message is a lost customer.
WhatsApp SetupResponse SLAsTemplate LibraryEscalation Path

<30 min

Response

Maximum first response time

90%

on WhatsApp

Customer queries on WhatsApp

4-6

Queries/Order

Average inquiries per order

<5 min

Simple Queries

Auto-resolved via templates

Query Types & Response Templates

Query TypeFrequencyResponse TemplateSLA
Order Status40% of queries"Hi [Name]! Your order #1234 is currently [status]. Expected delivery: [date]. Track here: [link]"<2 min
Product Question20% of queries"Great question! [Product] is [detail]. Here's a photo: [link]. Would you like to know anything else?"<5 min
Return/Exchange15% of queries"We're sorry it didn't work out! To initiate a return, please share: 1) Order number 2) Reason 3) Photo of product. We'll process it within 24 hours."<15 min
Complaint10% of queries"We're really sorry about this, [Name]. This isn't the experience we want you to have. Let me personally look into this and get back to you within 2 hours."<30 min
Payment Issue10% of queries"I understand the concern, [Name]. Let me check this immediately. If the payment went through, I'll confirm your order. If not, I'll help you re-order with a discount code for the trouble."<10 min
WhatsApp Business Setup

Step 1: Install & Configure

1. Download WhatsApp Business App (free) from Play Store / App Store

2. Register with your business number (separate from personal)

3. Set up business profile: name, logo, address, website, hours

4. Create a product catalogue inside WhatsApp Business

Step 2: Set Up Quick Replies

1. Go to Business Tools → Quick Replies

2. Create shortcuts: /order, /track, /return, /product, /payment

3. Write templates for each query type (see table above)

4. Include variables: [Name], [Order#], [Tracking Link], [Date]

Step 3: Automate (₹2,000-5,000/mo)

1. Connect WhatsApp Business API via WATI, Interakt, or Gallabox

2. Set up auto-flows: order confirmation, shipping update, delivery confirmation

3. Create chatbot for order status (customer sends order number → auto-reply)

4. Set business hours: auto-reply outside hours with expected response time

Never use personal WhatsApp for business. Personal WhatsApp doesn't have quick replies, auto-replies, labels, or business analytics. Mixing personal and business messages looks unprofessional and you'll lose track of customer queries. Use WhatsApp Business App or API — always.
WhatsApp Business API rules: You cannot message a customer after 24 hours of their last message unless you use a pre-approved template. Plan your flows to stay within the 24-hour window, or pay for template messages (₹0.3-0.5 per message).
WhatsApp Support SOP Checklist