WhatsApp is the app Indian customers check most often. Used well, it is one of the most effective ways to answer enquiries, share offers and bring customers back. Used badly, it gets your number blocked. Here is how to do it right.
WhatsApp Business app vs WhatsApp Business API
- WhatsApp Business app: free and good for small businesses replying manually from one or two phones. It includes a catalogue, quick replies and labels.
- WhatsApp Business API (through an official provider): for growing businesses that need several team members, automation, chatbots, CRM integration and broadcasts to large opted-in lists.
Always get opt-in first
Only message customers who have agreed to hear from you, for example through a checkbox on your website form, a "message us" button or a QR code in your store. Messaging people who did not opt in leads to blocks and reports that can restrict your account.
Five ways to use WhatsApp for marketing
- Instant lead replies: answer new website and ad enquiries within minutes, automatically.
- Catalogues: let customers browse products and services without leaving the chat.
- Broadcasts: send offers, launches and reminders to segmented, opted-in lists.
- Chatbots: answer common questions, qualify leads and book appointments 24×7.
- After-sale follow-up: order updates, feedback requests, review links and reorder reminders.
Write messages people welcome
- Keep it short, personal and useful: one message, one clear action.
- Use the customer's name and relevant details.
- Do not message too often. Quality and relevance prevent opt-outs.
Connect WhatsApp to the rest of your business
The real power comes from automation: website forms, Shopify or WooCommerce orders, CRM updates and appointment systems can all trigger the right WhatsApp message at the right time, with email as a backup channel.
Measure the results
Track delivery and read rates, replies, leads, bookings and revenue from each campaign, and compare segments to see which messages work best.
Set it up with AppSage
AppSage sets up the official WhatsApp Business API, chatbots and automated follow-up flows for Indian businesses. See our WhatsApp and email marketing service.