The 5 best practices for using WhatsApp to support your business
Posted: Thu Feb 20, 2025 6:21 am
Ease of contact with companies is one of the main desires of customers and this cannot be ignored. Because it provides a real-time customer experience, social media has been gaining more and more space among service channels. It facilitates communication between companies and consumers, speeding up the exchange of information and bringing interaction between the two parties closer together.
The secret to providing high levels of customer satisfaction is being available to assist customers on the channel they prefer to contact you . Therefore, it is very important to migrate from a Multichannel strategy to an Omnichannel strategy , which enables the unification of information generated across all channels, resulting in fluid and integrated communication.
In order to facilitate communication and, consequently, the customer experience, a few years ago WhatsApp launched its version adapted for companies. With it, it is possible to interact with customers in an agile and more professional way than in the traditional version.
Check out the 5 best practices we have selected to help you use WhatsApp to support your business:
1. Choose to have an exclusive contact for customer service
As with other service channels, having an exclusive number is essential to maintain professionalism and direct specific strategies for disseminating and measuring data.
For example, whenever a campaign or advertisement takes Russia telegram data place and is forwarded to the exclusive WhatsApp number, with the increase in service, you will know that the strategy has reflected results.
2. Have set times for service
Although the channel raises expectations that service will be immediate, it is very important to communicate available times to the public. This way, you can easily configure service times through the WhatsApp Business tool itself, ideal for micro and small businesses.
Once you have set times, always be available to assist customers when the channel is active. Delays can harm the customer's experience with your company.
3. Offer fast and proactive service
Agility is essential for customers to have the best impression of service provided by your business. Automatic response resources and even the use of chatbots can be great allies in making service more efficient and agile.
To avoid customers having to answer multiple questions each time they send a message, you can create standard responses to frequently asked questions. For example: Payment Methods, Delivery Times, Delivery Fees, Price of items separated by category, etc.
4. Value personalized and humanized service
WhatsApp is a tool for exchanging messages between people, so customers expect to always receive exclusive, professional service that does not lose the feeling of conversation.
Even with the use of chatbots and predefined messages, you can think of an empathetic, humanized text that is aligned with your target audience. With this practice, your customers will feel that you took care to ensure that they had a good experience with your brand.
5. Avoid sending constant messages
Even if a customer has contacted your brand via WhatsApp, it doesn’t mean they would like to receive all of your business’s promotions. Therefore, keep an eye on the excessive volume of messages so as not to turn them into SPAM.
The ideal is to maintain a more receptive practice, always responding when requested by customers and balancing the amount of messages sent, choosing to contact only people who have authorized it.
Sending bulk messages violates WhatsApp guidelines and can result in a negative experience with your business.
When launching its solution focused on serving businesses, WhatsApp came up with two different formats, WhatsApp Business and the WhatsApp Business API . Despite having very similar functions, these two products have different applications and it is important for you to understand them before adding this channel to your communication strategy.
The official WhatsApp API allows the channel to be integrated with a customer service management tool , optimizing channel management. Learn the difference between the two and find the best one for your business.
The secret to providing high levels of customer satisfaction is being available to assist customers on the channel they prefer to contact you . Therefore, it is very important to migrate from a Multichannel strategy to an Omnichannel strategy , which enables the unification of information generated across all channels, resulting in fluid and integrated communication.
In order to facilitate communication and, consequently, the customer experience, a few years ago WhatsApp launched its version adapted for companies. With it, it is possible to interact with customers in an agile and more professional way than in the traditional version.
Check out the 5 best practices we have selected to help you use WhatsApp to support your business:
1. Choose to have an exclusive contact for customer service
As with other service channels, having an exclusive number is essential to maintain professionalism and direct specific strategies for disseminating and measuring data.
For example, whenever a campaign or advertisement takes Russia telegram data place and is forwarded to the exclusive WhatsApp number, with the increase in service, you will know that the strategy has reflected results.
2. Have set times for service
Although the channel raises expectations that service will be immediate, it is very important to communicate available times to the public. This way, you can easily configure service times through the WhatsApp Business tool itself, ideal for micro and small businesses.
Once you have set times, always be available to assist customers when the channel is active. Delays can harm the customer's experience with your company.
3. Offer fast and proactive service
Agility is essential for customers to have the best impression of service provided by your business. Automatic response resources and even the use of chatbots can be great allies in making service more efficient and agile.
To avoid customers having to answer multiple questions each time they send a message, you can create standard responses to frequently asked questions. For example: Payment Methods, Delivery Times, Delivery Fees, Price of items separated by category, etc.
4. Value personalized and humanized service
WhatsApp is a tool for exchanging messages between people, so customers expect to always receive exclusive, professional service that does not lose the feeling of conversation.
Even with the use of chatbots and predefined messages, you can think of an empathetic, humanized text that is aligned with your target audience. With this practice, your customers will feel that you took care to ensure that they had a good experience with your brand.
5. Avoid sending constant messages
Even if a customer has contacted your brand via WhatsApp, it doesn’t mean they would like to receive all of your business’s promotions. Therefore, keep an eye on the excessive volume of messages so as not to turn them into SPAM.
The ideal is to maintain a more receptive practice, always responding when requested by customers and balancing the amount of messages sent, choosing to contact only people who have authorized it.
Sending bulk messages violates WhatsApp guidelines and can result in a negative experience with your business.
When launching its solution focused on serving businesses, WhatsApp came up with two different formats, WhatsApp Business and the WhatsApp Business API . Despite having very similar functions, these two products have different applications and it is important for you to understand them before adding this channel to your communication strategy.
The official WhatsApp API allows the channel to be integrated with a customer service management tool , optimizing channel management. Learn the difference between the two and find the best one for your business.