WhatsApp is where many Indian customers prefer to talk to businesses. Use it well, and stay on the right side of the rules.
In India, many customers would rather message a business on WhatsApp than fill a form or send an email. Used properly, WhatsApp can bring enquiries, repeat orders and loyal customers. Used carelessly, it annoys people and can get your number blocked. Here is how to do it right.
WhatsApp Business app vs WhatsApp Business Platform
- WhatsApp Business app: free app for small businesses. You get a business profile, a catalogue, quick replies, labels and greeting messages. Good for most local businesses.
- WhatsApp Business Platform (API): for larger volume and automation, offered through approved providers. It has rules and usually costs money. Consider it when you outgrow the app.
Step 1: Set up a strong business profile
- Use a dedicated business number, not your personal one.
- Add your business name, logo, address, hours, website and a short description.
- Choose the right business category.
Step 2: Save time with the built-in tools
- Greeting and away messages for when you are busy or closed.
- Quick replies for common questions about price, timings and location.
- Labels to mark new enquiries, hot leads and customers.
- Catalogue to show products or services with photos and prices.
Step 3: Get customers to message you
- Add a WhatsApp button to your website and Google Business Profile. Our own site has one on every page.
- Print a QR code and a wa.me link on shop boards, bills and posters.
- Use click-to-WhatsApp ads on Facebook and Instagram, which open a chat with your business.
- Mention your WhatsApp number in all your social media bios.
Step 4: Follow the rules
- Get permission. Message only people who have contacted you or agreed to hear from you.
- Do not spam. Mass unsolicited messages can lead to your number being restricted or banned.
- Make opting out easy. Respect it when someone asks you to stop.
- Read WhatsApp's business messaging policy and keep up with changes.
- Protect customer data. Do not share chats or numbers.
Step 5: Reply quickly and helpfully
Speed often decides who wins the customer. Reply within minutes during working hours, answer the actual question and end with a clear next step such as "Shall I book a visit tomorrow?". A friendly human tone works better than long formal paragraphs.
Step 6: Use broadcasts and status carefully
- Broadcast lists send a message to people who have saved your number. Use them sparingly for useful updates, such as a new batch or a seasonal offer.
- Status updates are good for daily behind-the-scenes content and offers without bothering people.
Measure what works
- Count how many enquiries come from each source: website button, ads, QR code, social media.
- Track how many chats turn into sales or visits.
- Use Google Analytics events on your website for WhatsApp button clicks. Our guide to digital marketing for small businesses shows the full picture.
Common mistakes
- Adding people to groups or lists without asking.
- Sending long promotional messages every day.
- Leaving enquiries unanswered for hours.
- Using a personal number for the whole business.
Learn WhatsApp marketing hands-on
WhatsApp and email marketing are part of our Digital Marketing course in Ludhiana. Book a free demo class to see the full syllabus.