An effective automated message on Messenger not only saves 60% of customer care time but also helps businesses retain customers from the very first interaction. With over 70% of customers expecting a response within 5 minutes (according to Facebook IQ), optimizing message scripts is vital for SMEs on digital platforms. If you run an online business, missing out on message automation means losing your competitive edge right in the customer conversion race.
At DPS.MEDIA, after working with more than 300 SMEs in Vietnam, we found that businesses with personalized automated messaging systems can increase response rates and orders by up to 35%. The 10 message templates below are the practical essence from thousands of tested scripts – guaranteed easy to deploy, instantly effective, and suitable for most industries. You will immediately have ready-to-use templates, no need to fumble over every word – leaving you more time to focus on bigger strategies.
Investing in content for automated messages helps businesses build a professional image, enhance customer experience, and automate the sales process at almost zero cost. With the following list of message templates, each message is designed to “hit” the right target: from greetings, care, order reminders, to closing sales – all based on real data of Vietnamese customer behavior.
Harnessing the power of automated messages in customer care strategies for SMEs
Decoding the benefits of automated messages in customer experience for SMEs
DPS.MEDIA finds that, in the context of SMEs having to compete fiercely on digital platforms, the application of automated messaging has become a key to customer care strategies. Research from Harvard Business Review (2023) also proves that speed and personalization in responses are two factors that increase the conversion rate of potential customers by 60%. This technology also reduces operational burdens, allowing businesses to optimize resources and more accurately forecast customer behavior.
- Create a sense of “always present”: 24/7 replies help SMEs not miss any conversation, while also increasing customer satisfaction.
- Personalize communication: Automated messages are easily customizable Decoding the benefits of automated messages in customer experience for SMEs
In the fierce competition on digital platforms, SMEs (small and medium-sized enterprises) especially need solutions to improve customer care while saving resources. Automated messaging is the new “weapon” that helps SMEs break through in customer experience.
Outstanding benefits of automated messaging for SMEs:
- Create a sense of “always present”
Automated messages ensure businesses can respond to customers 24/7. This not only helps avoid missing any conversation but also builds a professional and trustworthy image, thereby increasing customer satisfaction and loyalty.
- Accelerate response speed, maximize conversions
According to Harvard Business Review (2023), fast response times and personalized messaging can increase lead conversion rates by up to 60%. Harvard Business Review. Automated messaging solutions eliminate delays and create a positive impression from the very first interaction.
- Personalize communication
Modern automated messages can analyze user behavior to deliver personalized content, from greetings and product promotions to post-sale support, thereby enhancing the customer experience at every touchpoint.
- Reduce operational workload, optimize costs
SMEs often have limited customer service staff. Using automated messaging helps reduce the workload for the consulting team, saves operating costs, and still ensures service quality for customers.
- Forecast & analyze more effectively
Automated messages easily integrate with analytics tools, helping businesses track customer behavior and responses, thereby making demand forecasts and adjusting business strategies more accurately.
Summary:
Applying automated messaging not only helps SMEs “take care of customers” better and more professionally, but also lays the foundation for breakthrough development in the digital future of the business. This is a worthy investment for any small or medium enterprise looking to create a sustainable competitive advantage in the modern market. Harvard Business Review.
Content considerations for automated messages to effectively lead conversations
Concise, personalized, and goal-oriented
Based on practical experience from hundreds of campaigns for SMEs in Vietnam, DPS.MEDIA has found that the most effective automated messages always have three elements: conciseness, personalization, and clear action orientation. A study published in the Journal of Interactive Marketing (2023) shows that short content (under 160 characters) but with personalized elements will increase response rates by 34%. Avoid generic, dry message templates; instead, you should integrate the customer's name or mention specific needs they may be interested in.
- Focus on value delivery: Avoid sending lengthy introductions, get straight to the issue the customer needs to solve.
- Proactively offer choices to customers: End the message with a clear call to action, such as “Click to receive the offer” or “reply ‘Agree’ if you want immediate consultation.”.
- A/B testing and experimentation: Regularly evaluate the effectiveness of message templates and optimize based on actual customer feedback.
Conclusion: Sending a concise, personalized message with a call to action will help businesses optimize response rates and increase conversions in automated marketing campaigns.
Classifying automated message templates by each stage of the customer journey
Three main groups of automated message templates according to the customer journey
Based on the “Customer Journey” model of McKinsey, DPS.MEDIA categorizes automated message templates into three key stages: Awareness – Consideration – Conversion & Care. Each stage requires a different approach and content to optimize interaction effectiveness.
- Awareness: Welcome templates, new promotion announcements, or invitations to access knowledge – helping potential customers recognize the brand and access valuable information, for example: “Welcome to the world of comprehensive beauty with DPS Beauty!”
- Consider: Automated consultation based on needs, product selection, or service package recommendations with real feedback (evidence, review images). A case study shows that Techstartup A in Ho Chi Minh City increased by 35% Three main groups of automated message templates according to the customer journey
Based on the “Customer Journey” model of McKinsey, DPS.MEDIA divides the automated messaging system into three main groups, suitable for each stage of the customer experience:
1.Awareness stage
Goals: Introduce the brand, products/services, and create a first impression.
- Message template:
“Welcome to the world of comprehensive beauty with DPS Beauty! Follow our fanpage to get the latest promotions.”
- Application:
Welcome after registration/page like, send notifications about events, new programs, share useful knowledge.
2. Consideration Stage
Goals: Help customers better understand the product, build trust, and encourage decision-making.
- Message template:
“Are you interested in a skincare treatment? Check out feedback from real DPS Beauty customers or chat with an expert!”
- Application:
Automated consultation by keyword, send real reviews/images, suggest suitable products/services, remind about vouchers about to expire.
A real example: Techstartup A in Ho Chi Minh City applied this message group and increased purchase intent conversion rate by 35%.
3. Transition & Care Stage
Goals: Promote purchases, maintain connections, and provide after-sales care.
- Message template:
“Thank you for choosing DPS Beauty! Order #1234 will be delivered soon. Don't forget to join the free skincare workshop exclusively for loyal customers!”
- Application:
Send order confirmation, thank you messages, delivery schedule notifications, satisfaction surveys, repurchase reminders, member benefit updates, and post-purchase customer care.
Conclusion:
Building automated message templates tailored to each stage of the “customer journey” helps brands optimize outreach efficiency, increase conversion rates, and enhance customer experience.
Optimizing response rates through personalized message content
The role of personalization in increasing response rates
Studies from Harvard Business Review indicates that personalized messages can increase response rates by up to 65%. According to DPS.MEDIA, with automated messages on Messenger, addressing customers by name and suggesting products based on purchase history, or sending birthday offers not only makes customers feel cared for but also creates a stronger motivation to interact..
- Personalization based on real data: Using information collected from touchpoints helps content become more relatable and reduces the feeling of “mass messaging.”.
- Smart suggestion consulting: Send personalized care scripts to customer groups, for example: reorder reminders for repeat buyers or post-purchase feedback surveys.
- Flexible sending time: Prioritize sending messages when customers are frequently online, based on behavior.
The role of personalization in increasing response rates
Personalization is becoming a key trend in modern marketing campaigns and plays a crucial role in increasing customer response rates. According to Harvard Business Review,personalized messages can increase response rates by up to 65%, clearly proving that customers who feel cared for will proactively interact more positively with businesses. In addition, reports from DPS.MEDIA also confirm that factors such as addressing customers by name, suggesting products based on purchase history, or sending birthday offers all contribute to strong engagement on automated platforms like Messenger.
- Personalization based on real data: Leveraging data collected from touchpoints helps businesses create more relatable content, reducing the feeling of mass “spam” messages, so customers feel the content is tailored for them.
- Smart suggestion consulting: Automated systems can send separate care scripts to each customer group, for example: reminding repeat buyers to reorder, or conducting post-purchase service feedback surveys.
- Flexible sending time: Analyzing customer access behavior helps choose the right time to send personalized notifications, prioritizing times when customers are online to increase the chance of immediate response.
In summary, personalization not only provides a better experience for each customer but also helps businesses improve communication effectiveness and significantly increase revenue.. The latest studies all indicate that this is one of the optimal strategies to increase response rates and build long-term relationships with customers. [Harvard Business Review, DPS.MEDIA].
Reference:
- DPS.MEDIA – The impact of personalization in Marketing automation
- Harvard Business Review – How Marketers Can Personalize at Scale
Building scenarios to handle common situations with automated messages
Automated scenarios for effectively handling customer responses
For Vietnamese SMEs, building scenarios to handle common situations along with automated messages on Messenger not only saves time but also enhances customer experience quality. DPS.MEDIA observes from Meta and McKinsey (2023) surveys that businesses applying personalized automated scenarios can increase conversion rates by up to 1.7 times. Common situations such as customers asking for product information, order updates, quick complaint handling... can all be solved with specially designed message templates that are highly interactive and consistent with the brand.
- Automatic greeting: Send a personalized greeting as soon as the customer messages for the first time.
- Product consultation: Ask prompting questions to identify customer needs and automatically suggest suitable options.
- Order status update: allow customers to quickly check order status using a simple syntax or automatic link, saving time waiting for manual responses.
- Complaint handling & support: Set up message templates to detect complaints (keywords: “error”, “slow”, “not received”…), proactively apologize and request additional information, while automatically creating a support ticket to transfer to the appropriate staff.
- Post-purchase care: Send thank you messages, usage instructions, or exclusive discount codes for customers, increasing loyalty and encouraging repeat purchases.
- short satisfaction survey: After handling the request, automatically send a survey link with 1-3 questions to help businesses improve service quality based on actual feedback.
- Chatbot: Handles quick responses 24/7, basic customer care, filters potential customers.
- Real staff: Engages when customers need personalized consultation or face special issues.
- DPS.MEDIA reality: An education sector client doubled the number of registered students by letting the chatbot automatically send course information, then having a real consultant follow up with exclusive offers – result: the closing rate increased from 8% to 17% in just 6 weeks.
Automated scenarios for effectively handling customer responses (Continued)
Notes when building automated scenarios for SMEs:
– Integrate the brand into each message template via name, slogan, or unique “voice”.
– Maximize personalization (addressing customers by name, recording interaction history) to create a sense of closeness.
– Ensure the ability to connect with real staff in complex situations, avoiding frustration caused by robotic, mechanical responses.According to a survey by Meta and McKinsey (2023), the application of intelligent, personalized automation scenarios helps Vietnamese SMEs not only increase operational efficiency but also significantly improve conversion rates and customer satisfaction, making it the optimal solution in today's digital business context [[Meta & McKinsey, 2023](https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/automation-in-customer-experience)].
Secrets to measuring and adjusting the operational performance of automated messages
Measuring performance through real metrics and current data
DPS.MEDIA Note: To optimize the effectiveness of automated messages on Facebook Messenger, businesses not only need to “run” but also to “measure”. Tracking metrics such as the number of messages opened, response rate, reply time, or number of completed conversations gives you a realistic view of performance.
According to research by Gartner (2023), successful automation campaigns are often based on analysis of real-time data to identify the interaction touchpoint – thereby continuously personalizing content based on user behavior habits.Indicators Meaning Targets Open Rate The rate of users opening messages Measuring performance through real metrics and current data
DPS.MEDIA Note: To optimize the effectiveness of automated messages on Facebook Messenger, businesses not only need to “run” but also to “measure”. Tracking metrics such as the number of messages opened, response rate, reply time, or number of completed conversations gives you a realistic view of performance.
According to research by Gartner (2023), successful automation campaigns are often based on analysis of real-time data to identify the interaction touchpoint – thereby continuously personalizing content based on user behavior habits.
Indicators Meaning Targets Open rate The rate of users opening messages Above 70% Response Rate The rate of users responding to messages Above 50% Response Time Average time to reply to messages Under 5 minutes Completed Conversations Number of completed conversations Up 20% compared to last month This HTML code presents a structured overview of performance metrics for automated messages on Facebook Messenger, including their meanings and targets.
Connecting and driving conversions through the collaboration of chatbots and real staff
The combination of “human + chatbot” enables breakthrough conversions
DPS.MEDIA It is observed that, in the digital business environment in Vietnam, users tend to respond positively to “dual” experiences – that is, a harmonious combination of automated chatbot replies and real human staff providing care and in-depth consultation when needed. According to research from Harvard Business Review (2023), businesses applying this model increased their conversion rate by 31% compared to using only standalone chatbots.Outstanding experiences when combining chatbots and real people
Automated message templates to optimize Facebook Messenger conversions
Purpose Message template Closing step Greeting Hello! DPS.MEDIA is ready to support you 24/7. Which service would you like to learn about? Attract initial interaction Request information Could you leave your phone number or email for faster consultation? Lead filtering Schedule consultation DPS.MEDIA offers FREE consultation calls at your chosen time slot. Which time would you like to choose? Increase meeting rate A new perspective: Chatbots do not replace – but amplify real human resources
Chatbot is just the beginning, not the end point. As evidenced by the real estate project implemented by DPS.MEDIA in Q2/2024: the chatbot helps reach 300+ customers daily, but it is the sales team that is the “secret weapon” – increasing the conversion rate of anonymous customers into real buyers, thanks to their understanding of Vietnamese psychology.
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Optimize customer interaction
The combination of chatbots and real staff opens a new era in customer interaction. Chatbots act as the front line, available 24/7 to answer frequently asked questions and collect basic information. When customer needs exceed the chatbot’s capabilities, real staff take over, providing in-depth and personalized support. This not only enhances the customer experience but also frees employees from repetitive tasks, allowing them to focus on more complex issues. Learn more about how Social Catfish helps you verify online identities, ensuring safety when connecting with customers and partners.Increase conversion rate
Combining chatbots and real staff ensures you never miss a business opportunity. Chatbots can quickly filter potential customers and transfer the highest-potential leads to sales staff. With information collected by the chatbot, sales staff can make more suitable and persuasive proposals. As a result, the conversion rate will increase significantly.Build loyalty
Customers always appreciate speed and efficiency in problem-solving. The combination of chatbots and real staff provides customers with a seamless experience, from instant responses to dedicated support from professional staff. This helps build customer trust and loyalty towards the brand.Negative balance still remains
Applying automated message templates on Messenger not only helps businesses optimize customer care processes but also enhances user experience at every touchpoint. Especially for SMEs in Vietnam, cleverly leveraging chatbots is an opportunity to save resources while maintaining continuous, professional connections with customers.
Based on experience in consulting and implementing various digital marketing strategies for SMEs, DPS.MEDIA has found that effective message templates often come from a correct understanding of user behavior and the specific goals of each campaign. To maximize automation potential, businesses can combine chatbots with customer management systems (CRM) or analyze user behavior data across multiple channels.
If this is your first time implementing automated messages, start with the most basic templates and continuously experiment and adjust. Also, don’t miss the opportunity to expand to other interactive platforms like Zalo, Instagram, or integrate with email marketing to create a consistent customer care ecosystem.
We encourage you to share your experiences using automated message templates, or any ideas you find effective in interacting with customers on Messenger. Leave a comment below or join DPS.MEDIA in the discussion to explore more creative approaches in the digital transformation journey.
Minh Bảo
Instead of waiting for a miracle, become the one who creates wonders for your life.
DPS.MEDIA JSC specializes in providing comprehensive Digital Marketing solutions for SMEs, with practical experience since 2017 and has served over 5,400 customers.
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