📌 If you’re looking to improve customer experience, reduce inbound inquiries, and lower costs... utility messages can be your best ally. These messages enable timely and relevant communication on your customers’ favorite channel.
✉️ What are utility messages?
Utility messages are notifications your business sends to provide information related to a customer’s transaction, order, account, or specific experience. Their goal is to keep people informed at the right moment, delivering value and trust.
WhatsApp considers these messages one of its core conversation categories. Unlike other types of messaging, utility messages have lower costs and are designed to create a simple, smooth, and useful experience for the customer.
💡 Ask your account executive about the reduced costs for this type of message.
🧩 Use cases and concrete benefits
✅ Manage message opt-ins
Confirm when a customer agrees to receive messages from your business.
✨ Offer privacy transparency, building trust from the start.
📉 Reduce rejections by showcasing message value upfront.
📦 Manage orders
Send automatic updates to confirm, change, or cancel customer orders.
📉 Reduce inbound inquiries related to order status.
🚛 Prevent failed deliveries by keeping customers informed.
🎯 Improve satisfaction by reducing friction and uncertainty.
🧾 Send account and service alerts
Send payment reminders, security alerts, or important account updates.
💳 Decrease late payments and boost revenue.
📉 Minimize support costs by proactively addressing common issues.
🙂 Simplify processes and enhance customer experience.
🗣️ Collect feedback
Request feedback after a purchase, service, or interaction.
📈 Improve response rates by contacting customers right after key moments.
🎯 Gain valuable insights to enhance your services.
🔁 Continue conversations in WhatsApp
Pick up conversations started via email, social media, or chatbots.
📞 Cut costs by moving interactions to WhatsApp.
📲 Encourage customers to use your most efficient communication channel.
🧠 In summary…
Utility messages not only boost your customer experience.
💰 They also help you streamline operations, lower costs, and provide a more proactive service.
👉 Interested in using them? Reach out to your account executive and start unlocking their full potential.