Ask South Africans how they prefer to contact a business and many will say WhatsApp. It is quick, familiar and works on almost any phone. If your customers are already there, your business should be too.
WhatsApp Business: the free app
WhatsApp Business is a separate free app made for companies. It gives you a business profile with your address, hours, website and a short description, plus tools that make replying faster:
- A catalogue to show products or services with prices.
- Quick replies for questions you answer every day.
- An automatic greeting and an away message for after hours.
- Labels to keep track of new enquiries, quotes and paid orders.
Use a dedicated business number rather than a staff member's personal phone, so the account stays with the business.
Put it everywhere customers look
- Add a "Chat on WhatsApp" button to your website, so visitors can start a conversation in one tap.
- Add your WhatsApp link to your Google Business Profile, Facebook and Instagram.
- Use it on printed materials: business cards, signage and vehicle branding.
Use it well
- Reply fast. A WhatsApp message feels urgent to the person who sent it.
- Be clear about your hours, and use the away message to set expectations.
- Do not send marketing messages to people who have not asked for them. It annoys customers, can get your number blocked and POPIA requires consent for direct marketing.
- Keep it professional: friendly, clear and on brand.
When you outgrow the app
For larger volumes, the WhatsApp Business Platform lets several staff share one number, connects WhatsApp to your CRM and supports automated messages such as order updates and appointment reminders.
Add an AI assistant
An AI assistant on WhatsApp can answer common questions, take bookings and qualify enquiries at any hour, then hand over to a person when needed. It works best with clear limits on what it can say and a quick route to a real person.
If you would like WhatsApp built into your website, marketing or customer service, our social media and AI teams can set it up.