WhatsApp Customer Chat Responder
Budget: $15 – $25 USD
I manage a growing online business and the volume of questions that come in through WhatsApp now outpaces my ability to answer them promptly. I need you to jump into our existing WhatsApp Business account, greet every customer within minutes, resolve common issues, and keep conversations friendly, clear, and helpful.
The primary objective is customer support—no hard-selling or promotions—just accurate answers, order status checks, simple troubleshooting, and the occasional “let me escalate that” when something is beyond your scope. Because I don’t yet have a formal playbook, part of the assignment is to help me craft quick-reply templates and a concise knowledge base we can both use. I’ll provide access to past chats, product specs, and policies; you’ll turn that raw material into polished responses we can reuse.
Deliverables
• Daily coverage of incoming WhatsApp messages during the agreed shift (please note your preferred timezone and availability in your proposal).
• A shared document containing reusable response templates, categorized by topic (shipping, returns, technical, etc.).
• Weekly short report highlighting recurring issues or suggestions to improve our FAQ.
Acceptance criteria
– Median first-response time under 5 minutes while you’re on shift.
– At least 90 % of inquiries resolved without escalation once templates are in place.
– Templates written in clear, polite Indonesian, checked for spelling and tone consistency.
Tools on my side: WhatsApp Business web/desktop, Google Docs for the knowledge base. If you’re comfortable with any shortcut apps or CRM plug-ins, let me know; I’m open to improvements as long as they integrate smoothly with WhatsApp.
Please tell me about similar customer-support chat work you’ve handled, your typing speed, and how soon you could start.
The primary objective is customer support—no hard-selling or promotions—just accurate answers, order status checks, simple troubleshooting, and the occasional “let me escalate that” when something is beyond your scope. Because I don’t yet have a formal playbook, part of the assignment is to help me craft quick-reply templates and a concise knowledge base we can both use. I’ll provide access to past chats, product specs, and policies; you’ll turn that raw material into polished responses we can reuse.
Deliverables
• Daily coverage of incoming WhatsApp messages during the agreed shift (please note your preferred timezone and availability in your proposal).
• A shared document containing reusable response templates, categorized by topic (shipping, returns, technical, etc.).
• Weekly short report highlighting recurring issues or suggestions to improve our FAQ.
Acceptance criteria
– Median first-response time under 5 minutes while you’re on shift.
– At least 90 % of inquiries resolved without escalation once templates are in place.
– Templates written in clear, polite Indonesian, checked for spelling and tone consistency.
Tools on my side: WhatsApp Business web/desktop, Google Docs for the knowledge base. If you’re comfortable with any shortcut apps or CRM plug-ins, let me know; I’m open to improvements as long as they integrate smoothly with WhatsApp.
Please tell me about similar customer-support chat work you’ve handled, your typing speed, and how soon you could start.