How to Use WhatsApp Business to Win Customers and Boost Sales in 2025

WhatsApp Business is one of the easiest ways to stay connected with your customers, whether for answering product inquiries, booking appointments, or announcing promotions. It’s free, easy to set up, and offers tools built for small businesses to communicate more efficiently.

With more than 2 billion active users worldwide, WhatsApp is one of the most widely used messaging apps today. If you haven’t tapped into its potential yet, I’ll show you how to use WhatsApp for Business, along with some tips I’ve learned from testing its platform. 

If you’re ready to take your WhatsApp Business communication to the next level, I highly recommend checking out Textmagic. It’s a powerful all-in-one messaging platform that pairs perfectly with WhatsApp, giving you the flexibility to manage SMS, email, and push notifications from one central hub.

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What is WhatsApp Business?

WhatsApp Business is a free messaging app that allows users to connect with customers and boost their brand presence. It lets you create a business profile, set up automated replies, and manage product inquiries. Whether you’re confirming appointments or answering product questions, it’s a simple way to stay accessible and responsive without needing a separate phone line.

It offers two types of business solutions: the Business App and the Business Platform. Here’s how they differ and which type of business each one is designed to support:

Business app

The WhatsApp Business App caters to small business owners seeking a straightforward way to engage with customers. Available on Android and iOS, the app allows businesses to create a professional profile, showcase products through catalogs, and manage customer conversations using tools like quick replies, labels, and automated messages. 

Features such as away messages and greeting messages help maintain customer engagement even outside business hours. The app also supports promotional activities through broadcast messages and integration with Facebook and Instagram ads, making it a versatile tool for small businesses to build and maintain customer relationships.

Business platform

The WhatsApp Business Platform is designed for medium to large businesses that require scalable, automated, and integrated customer communication solutions. It provides a collection of application programming interfaces (APIs) to support more complex transactions and enable businesses to integrate WhatsApp into their existing systems. 

It builds on the features of the Business app by adding advanced capabilities like customer-initiated messaging, multimedia support, and automated conversational flows. The platform also integrates with the top CRM apps and marketing systems, making it easier to manage customer data and interactions at scale.

How to set up WhatsApp Business

If you’ve been wondering how does WhatsApp for Business work, the good news is it’s simple to use and only takes a few minutes to set up. I’ll walk you through each step so you can start reaching customers faster and more efficiently.

Getting started

Getting started with WhatsApp Business is quick, straightforward, and takes only a few minutes. Follow these simple steps to set up your account and start connecting with customers right away.

1. Install the WhatsApp Business app on the Google Play Store or the Apple App Store.
2. After downloading, tap the WhatsApp Business app icon to launch it. You’ll be asked to review the WhatsApp Terms of Service. Once you’ve read through them, tap Agree and Continue to proceed.

If you have an existing WhatsApp account, you’ll see a prompt asking if you want to use that number for your Business account. If not, just tap Use a different number to register a separate one.

3. To enter your phone number, select your country from the drop-down menu. This will automatically fill in the correct country code.
4. Type your phone number in the field on the right. Tap Done to request a registration code, or tap Call me if you’d prefer to receive the code by phone. Once you receive the 6-digit code by SMS or call, enter it to complete registration.
5. You’ll see a series of prompts asking permission to access your contacts, photos, and files. Tap Allow on each one to proceed with the setup.

Note: If you’ve registered this number before and have iCloud Keychain enabled, WhatsApp may register it automatically without sending a new code.

Building your business profile

Your business profile helps you create a professional presence on WhatsApp, making it easier to attract new customers and build trust in your brand.

1. In your WhatsApp Business app, click Menu > ⫶ > Business profile.
2. Enter your business name and select the appropriate category from the list provided. Click Next. 
3. Set your business hours by choosing one of the following options: Open for selected hours, Always open, or Appointments only. If you select specific hours, you’ll be asked to enter your opening and closing times for each day of the week. Once done, click Next. 

4. Upload a profile photo that best represents your brand. Click Next.
5. Enter your business address, website, and a short description. You’ll have the option to update or enhance this information later through the Settings page.

Creating a catalog

Set up a catalog to showcase your products or services directly to customers. Your catalog will appear on your business profile, making it easy for people to browse what you offer in just a few taps.

1. Go to ⫶ > Catalog and select Add new item.
2. Click Add Images, choose up to 10 photos from your files, and hit Open to upload.

3. Next, click Country of origin, select where the item was made, then click Save.
4. You can also include optional details like price, sale price, description, website link, and product or service code.
5. When you’re done, click Add to catalog to publish the item.

Note: For businesses using Shopify, there’s also the option to integrate WhatsApp directly into your store to simplify the sales process.

Sending quick replies

If you’re constantly responding to the same customer questions, quick replies can help by letting you save and reuse your most common messages. You can even include media like images or videos to make responses more helpful and efficient.

1. From the Tools tab, tap Quick replies.
2. Tap ⨁.
3. Tap Message to create your message.

4. Tap Shortcut to set the keyboard shortcut for your quick reply.
5. Tap Save.

Note: Media files aren’t supported in quick replies on web or desktop. 

Key features of WhatsApp Business

WhatsApp Business offers features designed to help you manage customer conversations more efficiently and professionally. These tools make it easier to connect with customers, sell your products, and provide support using an app already familiar to them.

Benefits of using WhatsApp for Business

WhatsApp Business gives you a simple, familiar way to connect with your customers while offering tools that help streamline communication and build trust. If you’re looking to adapt this popular messaging app, here are some benefits that you should know: 

• Facilitates personalized interactions: WhatsApp makes it easy to have one-on-one conversations that feel human, not automated. You can address customer needs in real time, building stronger relationships and trust.
• Increases brand presence: A verified business profile and consistent communication help your brand stand out and feel more professional. It shows customers that you’re accessible and legit, especially in crowded markets.
• Improves customer engagement rates: Since most people already use WhatsApp daily, your messages are more likely to be seen and responded to. This leads to faster feedback, higher response rates, and better conversion opportunities.
• Streamlines customer support: With quick replies, labels, and away messages, your team can resolve issues faster and more efficiently. It keeps conversations organized and cuts down response times without needing another third-party software.
• Supports seamless product discovery: Built-in product catalogs let customers browse your offerings and ask questions directly within the chat. It shortens the buyer’s journey by making the entire experience frictionless.

Real-life examples: How businesses use WhatsApp

Businesses around the world are using WhatsApp to streamline communication, boost customer engagement, and deliver faster support. From banking to beverage brands, these real-life examples show how versatile and impactful WhatsApp can be for different industries.

1. Banco Bolivariano (banking)

Banco Bolivariano, one of Ecuador’s leading banks and a pioneer in online banking, implemented WhatsApp Business to offer faster, more personalized digital services. To support its omnichannel strategy, the bank partnered with AI provider Aivo to launch “Avi,” an automated assistant on WhatsApp.

Avi can answer frequently asked questions, provide account-based information, and transfer chats to live agents when needed. The bank reports that 98% of customer interactions are resolved directly through WhatsApp, helping reduce call center volume by 46%. Additionally, 56% of credit card add-on services are now sold through WhatsApp, and 70% of customers prefer the channel over others for its ease and responsiveness. 

2. Amstel (beverage)

Amstel celebrated Pride Month in Brazil by launching a campaign that invited LGBTQIA+ individuals to create personalized Reels through the WhatsApp Business Platform. It ran Facebook and Instagram ads that clicked to WhatsApp, where users could submit photos, videos, and text content. 

The campaign used diverse ad formats, including Stories, Feed, and carousels, to drive engagement. Amstel reached 1.5 million people and exchanged over 65,000 messages with users, fostering meaningful interactions during Pride Month.

3. Pegadaian (financial services)

Pegadaian, an Indonesian financial services provider, partnered with Qiscus to automate customer notifications through the WhatsApp Business Platform. Previously reliant on postal mail and SMS, the company struggled with delayed payments and limited visibility into customer engagement. 

By switching to WhatsApp, Pegadaian achieved a 90% message read rate and a 92% on-time payment rate, while 97% of customers said they preferred WhatsApp over SMS. The new system also included automated messaging experiences outside WhatsApp, allowing customers to get more information and complete transactions. 

Best practices for using WhatsApp Business

Using WhatsApp for your business means more than just sending messages. It’s about creating connections that serve your customers’ needs. To get the most out of WhatsApp Business, it’s important to use it in a way that feels helpful, timely, and respectful to your customers. These best practices will help you build trust, stay organized, and deliver a smoother messaging experience.

• Get customer consent before messaging
  Always make sure customers have opted in to receive messages from your business. This helps you stay compliant with WhatsApp’s policies and ensures you’re reaching people who actually want to hear from you.
• Respond promptly to messages
  Quick responses show that you value your customers’ time and help build trust. Using tools like quick replies and away messages can keep communication flowing even when you’re not available.
• Keep messages clear and professional
  Use concise, friendly language that aligns with your brand voice. Avoid overloading chats with long blocks of text or too many promotional messages.
• Organize chats using labels
  Labels help you keep track of customer types, order statuses, or support needs. This makes it easier to manage conversations, especially as your contact list grows.
• Use catalogs and product links to drive engagement
  Make it easy for customers to browse and ask about your products without leaving the app. A well-organized catalog can turn casual chats into actual sales.

Common issues and troubleshooting 

Even with its user-friendly design, WhatsApp Business can occasionally run into issues that disrupt your workflow. Knowing how to troubleshoot common problems quickly can help you keep conversations running smoothly and avoid unnecessary delays.

1. Can’t save Quick Reply

If you’re unable to save a quick reply, double-check that it follows formatting rules. You’re allowed up to 50 quick replies, shortcuts must start with a forward slash (/) and be under 25 characters without spaces, and you can include up to three keywords each, no more than 15 characters and without special characters or spaces.

2. Logout is pending

Sometimes, when you log out of WhatsApp Business, the process doesn’t complete right away, and your linked device may still appear with a “Logout is pending” status. To fix it, check your internet connection and restart your phone. If that doesn’t work, WhatsApp will automatically disconnect the device after some time.

3. Can’t update the catalog

If an item in your catalog is rejected, you’ll see a red exclamation icon. Review WhatsApp’s commerce policy for compliance, and if you believe it was incorrectly flagged, you can request another review by tapping the item, submitting your reason, and following the steps to appeal.

Limitations 

While WhatsApp for Business is packed with useful features, it does have a few limitations that might not align with every business’s needs. Understanding these early on can help you decide whether it’s the right fit or if you need a more advanced messaging solution.

1. Limited multi-user access: WhatsApp Business only allows one phone and up to four linked devices to access the same account. This can prompt growing teams to consider alternatives like Skype or similar communication tools that allow multiple staff members to handle customer inquiries simultaneously. 
2. Single phone number per account: WhatsApp doesn’t allow you to run a single verified account across multiple phone numbers. This can be a real challenge for businesses with multiple locations, departments, or customer service teams. 
3. Volume caps for message broadcasting: Upon setup, you’re limited to just 250 business-initiated conversations within a 24-hour period. This can be restrictive if you’re trying to run large-scale outreach campaigns or respond quickly to a growing customer base. To raise this limit, you’ll need to improve message quality, maintain high engagement rates, and complete WhatsApp Business verification. 

Looking for a more flexible alternative? RingCentral supports messaging along with voice, video, and live chat. It comes with robust tools designed to enhance the customer experience across every communication channel.

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Getting the most out of WhatsApp Business

Learning how to use WhatsApp for your business can be a powerful tool to help you connect with customers and facilitate personalized interactions. By setting it up correctly and using its features strategically, you can strengthen your brand, improve support, and drive more engagement. With a little planning and the right best practices, you’ll be well on your way to getting the most out of this popular messaging platform.

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