WhatsApp is the most used messenger app in the world – 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.
From keeping in contact with customers to driving sales, here’s how you can use WhatsApp for your small business.
What is WhatsApp Business?
WhatsApp Business App is a messaging app which was built ‘with the small business owner in mind’.
The business app’s appearance and user experience is similar to the original WhatsApp Messenger and is available as a free download for both Android and Apple devices.
This isn’t to be confused with the WhatsApp Business Platform, which is a programme used by larger businesses at an additional cost. But if you’re a small business, the regular WhatsApp Business App is a good first step.
7 WhatsApp for business ideas
1. Stay engaged with quick replies
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 – all the while freeing up your time for work.
Quick replies allow you to answer FAQs (such as ‘how long do you take to deliver?’) 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.
By answering their questions promptly, your potential customers aren’t left waiting around, so may be more likely to make a purchase.
2. Don’t miss out with automated messages
Using automated messages, you can make sure you’re ‘always-on’ – even when you’re not – by engaging with customers when you’re not working.
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.
Just remember to include when you’ll next be online so your customers aren’t kept waiting.
3. Raise brand awareness
You can use your WhatsApp Business profile as a mini website with all your important information in one place. Your profile can include:
- opening hours
- contact details and address
- a link to your website
- a brief bio or description of your services
- a status update
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.
Each catalogue entry will include a direct link to the product on your website, which can be shared with customers directly in a message.
4. Stay organised with WhatsApp labels
WhatsApp Business lets you label your messages so you can keep track of all your customer interactions. Some potential labels to get started include:
- enquiries – for customers contacting you for the first time
- quote sent – for when you’ve sent a customer quote but haven’t heard back
- pending payment – for customers whose payment is due, late, or being processed
- follow up – for customers you need to get back to (such as customer queries or client feedback)
- repeat customers – which is a way to identify and prioritise repeat customers or those who frequently make large orders
5. Run WhatsApp marketing campaigns
WhatsApp Business includes a broadcast list feature so you can build a list of contacts to send the same message to in one go.
You may want to let your contacts know about a special promotion you’re running, or send them some of your best customer testimonials.
WhatsApp broadcast lists can be much more accessible than traditional email marketing platforms such as Mailchimp. 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.
It’s important to remember that you can only send broadcast messages to customers who have opted in and are aware of your privacy policy.
6. Create WhatsApp communities
Communities are available to create on both WhatsApp and WhatsApp Business. They’re a great way to share important updates, send announcements, and even gain customer insights.
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.
7. Get back to customers quickly
Figures from Ez Texting’s 2025 Consumer Texting Behavior Report show that 86 per cent of consumers have signed up to receive text messages from a business – a 20 per cent increase since 2021.
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.
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 – two way conversations can take place and your customers have a quick and easy way of speaking to you.
Read more about the features here.
How to set up a WhatsApp Business account
WhatsApp Business is a different app to regular WhatsApp. Once you download it, you’ll be asked if you want to use your existing number or a different one.
You can’t 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’ll need to use an alternative work mobile number or a landline.
Next you’ll need to set up your profile, which will include:
- changing your display name
- uploading a company logo
- adding your contact details
- adding a status message
Once you’re all set up, you’ll have access to a range of WhatsApp-branded resources to encourage people to message you – these can be integrated into your website, social media accounts, and other marketing channels.
You can also create a ‘short link’ which you can share widely. It includes a WhatsApp prefix and your number, for example: https://wa.me/[your-phone-number-here].
Signing up for the WhatsApp Business Platform
Most businesses will use the standard WhatsApp Business App. However, there’s also an opportunity to use the WhatsApp Business Platform.
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’ll need to be tech-savvy or have the budget to outsource the development work.
To get access to the API, you’ll need to contact WhatsApp and ask for access to the code.
How to sign up
How much does WhatsApp Business cost?
The standard WhatsApp Business App is free to use for businesses and customers.
If you want to use the WhatsApp Business Platform API, it’ll cost you. Up until July 2025, cost was based on the number of 24-hour conversation sessions you have, which in turn will differ depending on whether you or the customer initiated the conversation.
But from July 2025, you’ll be charged for each message. This means you’ll be charged for each template message delivered, not just for opening a 24-hour conversation window.
Legal obligations when using WhatsApp for business
While WhatsApp for business is a useful tool for marketing, you can’t use it to launch a cold-calling campaign.
It’s an opt-in only platform, which means customers have to give you permission for you to message them from your WhatsApp Business account.
This is to make sure you comply with your GDPR responsibilities.
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