WhatsApp is the most used messenger app in the world \u2013 and is likely already a part of your everyday life, which means introducing it as a business tool is an easy next step for small business owners.<\/p>\n\n\n\n
From keeping in contact with customers to driving sales, here\u2019s how you can use WhatsApp for your small business.<\/p>\n\n\n\n
WhatsApp Business App is a messaging app which was built \u2018with the small business owner in mind\u2019.<\/p>\n\n\n\n
The business app\u2019s appearance and user experience is similar to the original WhatsApp Messenger and is available as a free download for both Android<\/a> and Apple<\/a> devices.<\/p>\n\n\n\n This isn\u2019t to be confused with the WhatsApp Business Platform<\/a>, which is a programme used by larger businesses at an additional cost. But if you\u2019re a small business, the regular WhatsApp Business App is a good first step.<\/p>\n<\/div>\n\n\n\n It can be challenging to balance completing your work while dealing with the admin of running your business. WhatsApp quick replies can help with this by automatically answering common questions from customers \u2013 all the while freeing up your time for work.<\/p>\n\n\n\n Quick replies allow you to answer FAQs (such as \u2018how long do you take to deliver?\u2019) in one go without having to message each customer individually. You can set up to fifty quick replies, which you can find in the business tools section of WhatsApp.<\/p>\n\n\n\n By answering their questions promptly, your potential customers aren\u2019t left waiting around, so may be more likely to make a purchase.<\/p>\n\n\n\n Using automated messages, you can make sure you\u2019re \u2018always-on\u2019 \u2013 even when you\u2019re not \u2013 by engaging with customers when you\u2019re not working.<\/p>\n\n\n\n One usage is to send potential customers a greeting message when they opt-in to receive messages from you, or even set up confirmation messages if someone messages you out of hours.<\/p>\n\n\n\n Just remember to include when you\u2019ll next be online so your customers aren\u2019t kept waiting.<\/p>\n\n\n\n You can use your WhatsApp Business profile as a mini website with all your important information in one place. Your profile can include:<\/p>\n\n\n\n You can also set up a shop catalogue to showcase all your products or services. You can include the details of all your products, including the price, description, images, and product codes.<\/p>\n\n\n\n Each catalogue entry will include a direct link to the product on your website, which can be shared with customers directly in a message.<\/p>\n\n\n\n WhatsApp Business lets you label your messages so you can keep track of all your customer interactions. Some potential labels to get started include:<\/p>\n\n\n\n WhatsApp Business includes a broadcast list feature so you can build a list of contacts to send the same message to in one go.<\/p>\n\n\n\n You may want to let your contacts know about a special promotion you\u2019re running, or send them some of your best customer testimonials.<\/p>\n\n\n\n WhatsApp broadcast lists can be much more accessible than traditional email marketing platforms such as Mailchimp<\/a>. Any replies you receive will be sent directly to you, so you can pick up the conversation in a convenient place. You can even use the app to track performance of your marketing campaigns.<\/p>\n\n\n\n It\u2019s important to remember that you can only send broadcast messages to customers who have opted in and are aware of your privacy policy.<\/p>\n\n\n\n Communities are available to create on both WhatsApp and WhatsApp Business. They\u2019re a great way to share important updates, send announcements, and even gain customer insights.<\/p>\n\n\n\n You can create polls to share with your customers which could be a fun tool to use for planning product launches or asking for feedback.<\/p>\n\n\n\n Figures from Ez Texting\u2019s 2025 Consumer Texting Behavior Report<\/a> show that 86 per cent of consumers have signed up to receive text messages from a business \u2013 a 20 per cent increase since 2021.<\/p>\n\n\n\n The same report reveals that 57 per cent of customers expect a response from a business within just 15 minutes, going up to 74 per cent expecting a response within one hour.<\/p>\n\n\n\n The same report from last year revealed that in 2024, only 42 per cent expected a response within 15 minutes and just 66 per cent expected a response within the hour, showing customer expectations are only increasing.Communicating with your customers quickly and directly also improves your customer service<\/a> \u2013 two way conversations can take place and your customers have a quick and easy way of speaking to you.<\/p>\n\n\n\n Read more about the features here<\/a>.<\/p>\n\n\n\n WhatsApp Business is a different app to regular WhatsApp. Once you download it, you\u2019ll be asked if you want to use your existing number or a different one.<\/p>\n\n\n\n You can\u2019t use the same number for a WhatsApp Messenger and WhatsApp Business account. You may be happy to use your personal number for your business account, but if not you\u2019ll need to use an alternative work mobile number or a landline.<\/p>\n\n\n\n Next you\u2019ll need to set up your profile, which will include:<\/p>\n\n\n\n Once you\u2019re all set up, you\u2019ll have access to a range of WhatsApp-branded resources to encourage people to message you \u2013 these can be integrated into your website, social media accounts, and other marketing channels.<\/p>\n\n\n\n You can also create a \u2018short link\u2019 which you can share widely. It includes a WhatsApp prefix and your number, for example: https:\/\/wa.me\/[your-phone-number-here].<\/p>\n<\/div>\n\n\n\n Most businesses will use the standard WhatsApp Business App. However, there\u2019s also an opportunity to use the WhatsApp Business Platform.<\/p>\n\n\n\n The WhatsApp Business Platform is an Application Programming Interface (API) which allows you to customise the app, add new features, and integrate with other services. If you want to use the API effectively, you\u2019ll need to be tech-savvy or have the budget to outsource the development work.<\/p>\n\n\n\n To get access to the API, you\u2019ll need to contact WhatsApp<\/a> and ask for access to the code.<\/p>\n\n\n\n7 WhatsApp for business ideas<\/h2>\n\n\n\n
1. Stay engaged with quick replies<\/h3>\n\n\n\n
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2. Don\u2019t miss out with automated messages<\/h3>\n\n\n\n
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3. Raise brand awareness<\/h3>\n\n\n\n
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4. Stay organised with WhatsApp labels<\/h3>\n\n\n\n
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5. Run WhatsApp marketing campaigns<\/h3>\n\n\n\n
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6. Create WhatsApp communities<\/h3>\n\n\n\n
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7. Get back to customers quickly<\/h3>\n\n\n\n
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How to set up a WhatsApp Business account<\/strong><\/h2>\n\n\n\n
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Signing up for <\/strong>the WhatsApp Business Platform<\/strong><\/h3>\n\n\n\n
How to sign up<\/h4>\n<\/div>\n\n\n\n