How to use WhatsApp for Small Business Success

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In today’s fast-paced digital age, small businesses are always looking for ways to reach out to their customers more effectively and efficiently. One of the newest tools that’s changing the way companies communicate with their customers is WhatsApp Business.

As of 2020 itself, there were more than 50 million users on WhatsApp Business1, which is a remarkable growth considering the service was only launched in 2018.

And by 2021, the total number of consumers and businesses using this service was expected to surpass 1 billion!2

Let’s take a deep dive into all the benefits WhatsApp Business can offer SME owners and entrepreneurs.

Direct communication with customers

One of the biggest benefits of WhatsApp for small businesses is the ability to directly communicate with customers. Data from Facebook shows that customers view nearly 40 million business catalogues on the platform every month.1

This can help businesses to build a more personal and trustworthy relationship with their customers, leading to increased customer loyalty and retention.

You can even integrate a direct WhatsApp messaging button on your website so customers can reach you directly from your home page or landing page (don’t know how? Our web development team can help you – just drop us a line.)

Cost-effective marketing

Another benefit of WhatsApp for small businesses is that it provides a cost-effective marketing tool. You can simply use the app to send promotional messages, offers, and updates to customers directly on their mobile devices.

This can help you promote your products and services to a wider audience without spending a lot of money on advertising. And even if you have to outsource content development or graphic design, it’s still cheaper than paid advertising on other platforms.

Increased customer engagement

WhatsApp allows businesses to engage with their customers in a more interactive and engaging way. And it also works the opposite way: 65% of consumers prefer to do business with a company that they can message.3

One of the best ways to engage your followers is to create groups and broadcast lists to communicate with your chosen target audience on a more personal level.

This can help you get feedback from customers, understand their needs and preferences, and tailor your products and services accordingly.

Secure and private communication

WhatsApp provides end-to-end encryption for all messages sent through its platform, making it a secure and private communication tool for businesses.

This is especially important if you’re running a company that regularly deals with sensitive information such as financial transactions and personal data.

Since people already know that their conversations on WhatsApp are private and secure, it can help you build trust and credibility with your customer base whenever you deal with their data.

Improved customer service

WhatsApp can help businesses to improve their customer service by providing instant support to their customers. This way, you can quickly respond to customer queries and complaints, provide real-time support, and resolve issues faster.

Done well, you can see this leading to increased customer satisfaction and loyalty, as well as positive word-of-mouth referrals for your business, products or services.

Easy collaboration with team members

WhatsApp can also be used as a collaboration tool for small businesses. By creating group chats, you can easily communicate and collaborate with your team members, share files, and coordinate tasks.

This can help you streamline operations and improve the teams’ efficiency, leading to increased productivity and profitability.

Wide reach

As of 2022, WhatsApp had over 2 billion active users worldwide4, making it a powerful tool for businesses to reach out to a wide audience.

By using WhatsApp Business, you can easily connect with customers from different parts of the world, and promote your products and services to a global audience. You can even tailor messages in multiple languages to improve your reach, increase your customer base, and grow your bottom line.

5 metrics you can track using WhatsApp Business

In addition to the benefits outlined above, WhatsApp can also help small businesses track important metrics to measure the success of their communication and marketing efforts.

Here are some key metrics you can track using WhatsApp:

Message open rates

WhatsApp allows you to see whether your messages have been delivered and read by customers. This can help you understand how engaging your content is and whether it’s resonating with your target audience.

If the message open rate is low, you can analyse the content and timing of your messages to optimise your communication strategy.

Response rates

WhatsApp also allows businesses to see how quickly and effectively they are responding to customer queries and complaints.

Tracking this metric helps you ensure that you are providing timely and satisfactory support to customers. You can even consider using automated responses or hiring additional support staff to improve response times if needed.

Conversion rates

WhatsApp Business is also an easy way to track conversion rates, which measures how many customers take a desired action after receiving a message from you.

This can include making a purchase, signing up for a newsletter, or visiting your website. By tracking conversion rates, you can measure the effectiveness of your marketing campaigns and identify areas for improvement.

Engagement rates

Engagement rates measure how many customers are actively engaging with your business on WhatsApp. This can include responding to messages, participating in group chats, or sharing content.

This helps you get an idea of how effective your communication and engagement strategies are and make adjustments as needed.

Customer satisfaction

Finally, WhatsApp can help businesses measure customer satisfaction by collecting feedback from customers through surveys or by tracking customer sentiment in response to messages or support interactions.

This is one crucial way for you to identify areas where you’re doing very well as well as gaps you need to fill to ensure customer loyalty and retention.

By tracking all the right metrics, you can leverage WhatsApp to grow your business, build stronger relationships with customers, and achieve long-term success.


In conclusion, WhatsApp is a powerful tool for small businesses that can help them to communicate with their customers, promote their products and services, improve customer service, and streamline their operations.

By using this tool well, you can build stronger relationships with customers, increase customer engagement, and grow your business.

If you’re looking for an effective WhatsApp Business marketing strategy, or want help designing creatives to share on the app, give us a call!

Liked this article? Make sure to follow our blog for more updates – and follow us on Instagram, LinkedIn and Twitter too for regular tips and tricks!


1. Facebook, Connect with businesses on WhatsApp

2. Statista, Global WhatsApp Business users and companies by region

3. Facebook, Messenger stats

4. Statista, Number of unique WhatsApp mobile users worldwide

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