How to use Whatsapp Business for better customer service delivery

Omobola Ayoola
Feb 2, 2018 · 4 min read
Image from Gadget 360

A couple of years ago, Facebook stated that it would create a version of Whatsapp that would cater to business needs and help better communication with their clients. On Wednesday, they made good on their promise like they always do. We now have Whatsapp for Business, YAY!!!!

But the important question is, how does this change how we already communicate using the Whatsapp we’ve always known?

Here are some of the ways I’ve noticed how it will do just that.

Image from Android Pit

1.Legitimize your business: One of the major flaws of using personal whatsapp for business is that except you’ve built enough credibility for your company, clients might get skeptical or wary about doing business with you especially when you post personal status or messages or even broadcasts. With the business profile, you can state your company address, website, open hours and clearly state what your company does or your vision.

To create “WhatsApp Business Profile”: Open WhatsApp Business App > Tap the menu button indicated as 3 dots at the upper right corner of the app> Settings > Business settings > Profile.

2. Messaging at its best: You might need rest being human and all but your company does not especially when clients feel they need you immediately. By setting business hours and creating an outstanding “Away Message” you can ensure that you lose less clients, show them a next step and even notify them of when you can get back to them. This makes them feel like they’ve been heard and you will also be obligated to respond. You can also set specific responses using the “Quick replies” feature to some of the questions or messages you get from clients helping you create a feedback mechanism for those questions.

To activate or edit away message: Go to settings > Business settings > Away message > “Activate away message” and then, edit message if u want.

In “Away message settings”, you can easily schedule when you want the message to appear. That comes with three different option — Always send, Custom schedule and outside of business hours.

Image from Bouncegeek

3.Label your clients for better tracking: Depending on the amount of orders you generate or the nature of your business, you might have to result to saving your client’s names with weird anecdotes such as “Michael first order” and so on and so forth. Even though you tag your clients in the simplest ways, they can get lost in translation or in the midst of all the other clients. But with this, you can effectively categorize your clients as soon as their status change in your business. For example, you can start labeling clients as “Regulars, Pending orders, Promo clients” and more.

To add clients to labels: Click the menu button on the client’s chat page>then choose a label and click save

To add new labels: Click the menu button on the client’s chat page>then click “New label” click save

These are some of the features I find useful but I’m sure Whatsapp is not done yet and we’ve only started seeing the capabilities of this new product.

I’ll be here to update you on anything I discover and how I’ve been using it. It’s still new so there is so much to learn.

Let me know how you would use yours and how it’s transforming your business messaging.


The Startup

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Omobola Ayoola

Written by

Learn and unlearn to grow | Head of Core Product at

The Startup

Medium's largest active publication, followed by +584K people. Follow to join our community.

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