The Power of WhatsApp for Business: Why Smart Brands Are Adopting It

Business looks completely different now to what it did in the early nineties. We’ve had the .com bubble, we then entered the age of social media. What now? Customers expect fast, personal communication, WhatsApp has become one of the most valuable tools a business can use to reach and engage its audience. Far from just a messaging app, WhatsApp has evolved into a business communication powerhouse that helps brands build trust, boost conversions, and improve customer experience.

How Many People in the UK Use WhatsApp?

WhatsApp isn’t just popular globally. It is deeply embedded in everyday life in the UK. Current data shows that over three quarters of UK adults use WhatsApp, and for many it is their primary method of communication with friends, family and increasingly, businesses.

Globally, WhatsApp has around 3 billion monthly active users, making it the most widely used messaging platform in the world.

For businesses, this matters because it means you are not asking customers to download something new or learn a new platform. You are meeting them where they already spend time every single day.

How to Set Up WhatsApp for Your Business

Getting started with WhatsApp for business is relatively straightforward.

1. Choose the Right Option

There are two main ways to use WhatsApp for business:

• WhatsApp Business App
  Best for small businesses and sole traders. It is free and easy to manage from a single device.

• WhatsApp Business Platform (API)
  Designed for growing businesses and teams that want automation, CRM integration and multiple users managing conversations.

2. Download and Register

For the Business app, download WhatsApp Business from your app store and register using a dedicated business phone number. This number should not already be linked to a personal WhatsApp account.

3. Set Up Your Business Profile

Your profile should include:

• Business name

• Logo

• Description of what you do

• Opening hours

• Contact details and website

This helps build trust and reassures customers that they are speaking to a legitimate business.

4. Use Built-In Business Features

WhatsApp Business allows you to:

• Set automated greeting messages

• Create quick replies for FAQs

• Label and organise conversations

• Share product or service catalogues

• Send automated notifications if using the API

Even basic setup can significantly improve how quickly and professionally you communicate.

Should You Add WhatsApp to Your Website?

In most cases, yes.

Adding WhatsApp to your website removes friction. Instead of filling in a form and waiting for a reply, visitors can start a conversation instantly.

This is particularly powerful for:

• Service-based businesses

• High-trust or high-value services

• Local businesses

• Enquiries that benefit from quick clarification

Common Ways to Add WhatsApp

• A click-to-chat button on key pages

• A floating WhatsApp icon that follows the user

• QR codes on offline marketing materials

For larger businesses, WhatsApp can also be integrated into booking systems, ecommerce platforms and CRMs to automate confirmations, reminders and follow-ups.

Practical Considerations Before You Jump In

While WhatsApp is powerful, it does come with responsibilities.

1. Speed of Response

People expect fast replies on WhatsApp. If you offer it as a channel, you need to be ready to respond quickly or clearly manage expectations with automated messages.

2. Consent and Privacy

Only message people who have actively opted in to hearing from you. WhatsApp should be treated with the same respect as email or SMS in terms of consent and data protection.

3. Internal Processes

Decide who will manage messages and when:

• Who replies during office hours?

• What happens out of hours?

• Are messages logged anywhere for follow-up?

Without clear ownership, conversations can be missed.

4. Automation and Scaling

The free Business app is ideal for small volumes. If you need automation, team access or CRM integration, the Business Platform involves additional setup and ongoing costs.

5. Record Keeping and Compliance

WhatsApp is not designed as a formal record-keeping system. For regulated industries or important contractual discussions, you should have a process for saving key communications elsewhere.

Lastly… What will it help with?

WhatsApp is no longer just a personal messaging app. It is a highly effective business communication channel that allows brands to be more accessible, more human and more responsive.

Used properly, WhatsApp can:

• Increase enquiry conversion rates

• Improve customer experience

• Shorten sales cycles

• Build stronger relationships

If your customers already use WhatsApp daily, adding it to your business is not about chasing a trend. It is about communicating in the way people now expect.

If you would like help setting up WhatsApp properly, integrating it into your website or building automated journeys around it, that is exactly the sort of thing we help businesses with every day.