The Scenario
"SupaDelivery" is a fast-growing Durban-based courier service operating in KwaZulu-Natal. The support team is flooded with WhatsApp inquiries about delayed packages, delivery driver coordinates, delivery address corrections, and cash-on-delivery queries. The support desk has no standardized quick-replies (macros).
The Brief
Draft a suite of 4 WhatsApp support macros. Keep the tone warm, clear, and highly focused on the South African WhatsApp channel context, utilizing emojis, bolding, and bullet points where appropriate.
Deliverables
- A set of 4 templates (Delayed Delivery, Address Correction, Driver Location, Cash on Delivery policy)
- A guideline table detailing variable fields (e.g., `{customer_first_name}`, `{tracking_number}`) and how they map to CRM placeholder attributes
- A one-paragraph explanation of how WhatsApp communication style differs from traditional email communication
Submission Guidance
Keep WhatsApp replies short and structured. A customer waiting on their phone does not want a wall of text.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.