, 2 min read
WhatsApp for local businesses: what customers expect
In many countries WhatsApp is how people talk to everyone, including the businesses they use. What customers expect when they message you there, and how to keep your own number.
In much of the world, WhatsApp isn't just a messaging app. It's how people talk to family, friends, their child's school, and the businesses they use. If a customer has your number, there's a good chance they'll message it on WhatsApp before they think of calling.
What customers expect on WhatsApp
- A quick reply. WhatsApp shows when a message has been delivered and read. Silence is noticeable.
- A real answer. The same price, hours and availability they'd get on the phone.
- To stay there. If they started on WhatsApp, they want to book on WhatsApp, not be sent to a website form.
- Photos and voice notes. Customers often send a photo of the problem or a quick voice note. Those should be taken seriously, not ignored.
Keeping your own number
Many owners already use WhatsApp Business on their phone with the number customers know. Changing it would be a real loss. The good news is you don't have to: WhatsApp now lets the same number be used in the WhatsApp Business app on your phone and through an approved provider at the same time.
That means you can keep chatting from your phone as you do now, while every message also gets an instant answer when you're busy.
Set expectations in your profile
Your WhatsApp Business profile is often the first thing a new customer sees. Keep it current: opening hours, address or service area, a one-line description of what you do, and a link to your booking page or website. It saves customers asking, and it makes your business look established.
Use templates carefully
WhatsApp lets businesses send pre-approved message templates, for example reminders and confirmations. They're useful, but they should be short, clearly from you, and only sent to customers who expect them. A customer who feels spammed on WhatsApp can block you, and that's hard to undo.
How RingPost works with WhatsApp
RingPost connects to WhatsApp through Meta's official setup. You can connect the number you already use and keep using the app on your phone. RingPost answers messages from your information, books into your calendar and confirms in the same chat. You see every conversation in one inbox with your calls, texts, Instagram, Messenger and email, and you can step in at any time.
Nothing about how customers reach you changes, except that they get an answer every time.
See WhatsApp on RingPost.
Written by the RingPost team.