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WhatsApp Business: The Best Way to Connect with Your Customers and Leads

WhatsApp Business: A Complete Guide for Small and Medium Businesses

WhatsApp is the most popular messaging app in the world, with over 2 billion users across more than 180 countries. It is not only a convenient way to communicate with friends and family, but also a powerful tool for businesses to connect with customers, showcase products and services, and drive sales and support outcomes.


In this article, we will explain what WhatsApp Business is, how it differs from WhatsApp Messenger, what features it offers, why you should use it for your business, and how to get started with it. We will also share some examples of how other businesses are using WhatsApp Business to achieve their goals.

What is WhatsApp Business?

WhatsApp Business is a tool for businesses to communicate with customers over the platform. It is built on top of WhatsApp Messenger and includes all the features that you rely on, such as multimedia, free calls, and group chat. There are two ways to use WhatsApp Business: WhatsApp Business App and WhatsApp Business Platform.

WhatsApp Business App vs. WhatsApp Business Platform

The app is for small businesses who personally manage conversations with customers. To get started with the app, download it and create a profile for your business. The app enables you to reach hundreds of customers, is free to use and offers customization and integration with other tools.

The platform is for medium to large businesses who communicate with customers at scale through programmatic access. To get started with the platform, you need to register for an account and work with an integration partner or use the Cloud API. The platform enables you to manage high volumes of conversations, send feature-rich messages, and access advanced analytics.

WhatsApp Business Features

WhatsApp Business offers a number of features that can help you improve your customer experience and streamline your operations. Some of these features are:

  • Business profile: Create a profile for your business to help your customers find valuable information like your website, location, or contact information.

  • Catalog: Showcase your products and services and let customers browse and order from within the app.

  • Messaging tools: Be more responsive to your customers by using Away messages to indicate when you're away or Greeting message to send your customers an introductory message when they first message you.

  • Message templates: Create and send standardized messages for common scenarios, such as order confirmation, payment reminder, or appointment reminder.

  • Labels: Organize your chats and contacts using labels, so you can easily find them later.

  • Quick replies: Save and reuse frequently sent messages, so you can answer common questions in no time.

  • Analytics: Track your performance and measure important metrics, such as number of messages sent, delivered, read, and received.

Why Use WhatsApp Business for Your Business?

WhatsApp Business can help you grow your business in many ways. Here are some of the benefits of using WhatsApp Business for your business:

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Benefits of WhatsApp Business

  • Expand your global reach: With over 2 billion users worldwide, WhatsApp can help you reach new customers in different markets and regions.

  • Improve the customer experience: With WhatsApp, you can provide fast, convenient, and personalized service to your customers on the platform they already use and trust.

  • Enhance employee satisfaction: With WhatsApp, your customer service agents can multitask and respond to customers more efficiently from their computer or mobile device.

Examples of WhatsApp Business Use Cases

Many businesses across different industries and sectors are using WhatsApp Business to connect with their customers and achieve their objectives. Here are some examples of how they are doing it:



Use Case

KLM Royal Dutch Airlines


KLM uses WhatsApp Business Platform to send booking confirmation, check-in notification, boarding pass, flight status updates, and customer support to its passengers.



RedBus uses WhatsApp Business App to send ticket details, seat number, boarding point, and contact information to its customers.



Decathlon uses WhatsApp Business App to share product information, availability, and delivery status with its customers.



BookMyShow uses WhatsApp Business Platform to send movie tickets, show timings, and location details to its customers.



BabyChakra uses WhatsApp Business App to provide personalized advice, tips, and recommendations to expecting and new parents.

How to Get Started with WhatsApp Business?

If you are interested in using WhatsApp Business for your business, here are the steps you need to follow:

Download the WhatsApp Business App or Register for the WhatsApp Business Platform

The first step is to decide whether you want to use the app or the platform. If you are a small business owner who wants to manage your own conversations with customers, you can download the app from Google Play or Apple App Store. If you are a medium to large business owner who wants to automate and scale your conversations with customers, you can register for the platform on the official website.

Create a Business Profile and Catalog

The next step is to create a profile for your business that includes your business name, logo, description, website, address, phone number, email, and hours of operation. You can also create a catalog of your products and services that showcases your offerings and prices. This will help your customers find relevant information about your business and browse your catalog from within the app.

Set Up Messaging Tools and Templates

The final step is to set up messaging tools and templates that will help you communicate with your customers more effectively and efficiently. You can use away messages, greeting messages, quick replies, and labels to manage your chats and contacts. You can also use message templates to create and send standardized messages for common scenarios. You can access these tools and templates from the app settings or the platform dashboard.


WhatsApp Business is a powerful tool for businesses to connect with customers on the platform they already use and trust. It offers a range of features that can help you improve your customer experience, expand your global reach, increase your profitability, and enhance your employee satisfaction. Whether you choose to use the app or the platform, you can get started with WhatsApp Business in a few simple steps.


What is the difference between WhatsApp Messenger and WhatsApp Business?

  • WhatsApp Messenger is for personal use only, while WhatsApp Business is for business use only. You cannot use both apps with the same phone number.

How much does WhatsApp Business cost?

  • The app is free to download and use for small businesses. The platform charges a fee per message depending on the country and type of message.

Can I use WhatsApp Web or Desktop with WhatsApp Business?

  • Yes, you can use WhatsApp Web or Desktop with both the app and the platform. You just need to scan a QR code from your phone to access your chats on your computer.

How can I verify my business on WhatsApp?

You can verify your business on WhatsApp by getting a green checkmark next to your business name. This indicates that WhatsApp has confirmed that the phone number belongs to your business. To get verifie

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