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A Beginner’s Guide to WhatsApp Business

A Beginner’s Guide to WhatsApp Business

Key Takeaways:

Understand the benefits of using WhatsApp for your small business.

Know the platform’s key features. 

Learn some tips for getting the most out of WhatsApp.

At Technology Therapy® Group, we talk a lot about using multiple channels to reach your target audience. If you’re not already using it, WhatsApp can be a worthwhile tool to add to your marketing strategy. This platform currently has over 2 billion users internationally. Join us as we share the benefits of WhatsApp Business, it’s key features, and some tips for using it to promote your brand.

The “What” and “Why” of WhatsApp Business 

Though WhatsApp first launched in 2009, WhatsApp Business emerged in 2018 to cater to small business owners. The platform gives business owners a way to message more easily and quickly with current and potential customers.

It has the advantage over a conventional SMS marketing tool in that messages are backed up in the cloud and are accessible from any device. And you can use the platform’s metrics to monitor your impact and tweak your strategy accordingly. One more WhatsApp business bonus: it can sync with your CRM system. Here are some other benefits of the app for your small business:

  • Gives the option of multimedia content when messaging with clients
  • Keeps chats organized when you have a lot of customers
  • Lets you segment customers and set up auto responses tailored to them
  • Saves time with message templates
  • Amplifies your brand’s messaging and improves visibility
  • Allows you to respond to customers faster
  • Shows your business’s credibility
  • Enables you to customize messaging and offers to different customers

WhatsApp has the advantage over a conventional SMS marketing tool in that messages are backed up in the cloud and are accessible from any device. It can also sync with your CRM system.

WhatsApp Business Features to Know

WhatsApp Business has many features that make small business life easier and more organized. It also incorporates automation to save you time when messaging with an individual customer or group of customers through the platform.

1. Business Profile

Every business must set up a business profile on the WhatsApp. This is the profile from which other users can view basic information about your business such as its location, website, email address, business hours, logo, and more.

2. Labels and Chat Groups

Organize your chats into groups with color-coded labels. For instance, you can label some conversations as “prospective customer” or “order confirmation.” You can also add customers to chat groups so you can send mass messages to subgroups within your customer base.

3. Automated Greetings and Away Messages

Leverage the tool’s automated greetings and away messages, to respond to these types of customer messages right away so customers aren’t left hanging when you’re unable to chat. Then respond when you’re free again to continue the conversation.

4. Quick Replies

Find yourself writing the same message to multiple clients? Tap into WhatsApp’s “quick reply” feature. This function lets you set up pre-written responses then send them quickly. You can do this by typing a short command starting with the forward dash sign followed by whatever you named the quick reply you want to use.

5. Cataloging Tool

Whether your business sells products or services, you can group your offerings into collections. This catalogue function helps keep your products/services organized for both you and your clients, so you can easily send them a group of products/services a customer might be interested in instead of sending them a link to your entire inventory. (It’s a cool feature that’s particularly useful for ecommerce small businesses!)

6. Statistics

WhatsApp lets you view basic analytics reports so you know how many messages you sent, which ones were read, and more. This data can highlight what you’re doing right and what you can do differently to start improving your results.

Tips to Get the Most Out of WhatsApp Business

Like with any marketing tool, WhatsApp has some best practices to keep in mind when using it. Here are four tips to help you leverage the platform effectively and interact with customers appropriately.

1. Respond promptly

Customers value fast responses to their questions, concerns, and product/service inquiries. Aim to respond within 24 hours to each message you get through WhatsApp.

2. Avoid “cold texting”

WhatsApp was designed to build relationships with current customers, not prospective ones who may or may not be interested in your brand. No one likes receiving messages from unknown numbers. A side perk of focusing on corresponding with your loyal customers is that you’ll be less overwhelmed as you use the WhatsApp platform.

3. Use status updates to promote flash deals

The status updates on WhatsApp are a strategic place to advertise limited-time offers. Leveraging them to promote flash deals is an effortless way to help boost engagement with your profile.

4. Take advantage of WhatsApp chatbots

WhatsApp chatbots are a convenient function to take advantage of, especially if you struggle to respond to customer messages quickly. Simply set up automatic responses to commonly-asked questions and the chatbot will respond right away. It’s a smart way to connect with customers and provide them with some info until you get a moment to craft a more personalized message.

WhatsApp status updates are a strategic place to advertise limited-time offers. Leveraging them to promote flash deals is an effortless way to help boost engagement with your profile.

Venturing Beyond WhatsApp

WhatsApp is just one of the excellent tools we recommend to our clients who want to increase their engagement and correspond with their customers promptly and conveniently. Expand your customer interaction skills and step up your customer engagement when you take one of our on-demand trainings below.

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Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

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As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

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