With 80%+ of Singaporeans using WhatsApp daily, it's not just a messaging app - it's a business tool. WhatsApp Business offers features specifically designed to help SMEs connect with customers more effectively.
Setting Up for Success
- Use WhatsApp Business app - Not regular WhatsApp. The business version has essential features.
- Complete your profile - Business name, description, address, hours, email, website. This builds trust.
- Add a catalog - Showcase your products/services directly in WhatsApp. Customers can browse without leaving the app.
- Set business hours - Manage expectations about when you'll respond.
- Create labels - Organize chats: New Customer, Pending Payment, Completed, VIP, etc.
Automated Messaging
Save time while staying responsive:
- Greeting message - Automatically welcome new customers or those who haven't messaged in 14 days.
- Away message - Let customers know when you're unavailable and when you'll reply.
- Quick replies - Save and reuse frequent responses. "/hours" could expand to your full business hours.
Example greeting message:
"Hi! Thanks for messaging [Business Name]. We'll get back to you within 2 hours during business hours (9am-6pm). For urgent matters, call us at [number]."
Best Practices for Customer Communication
- Respond quickly - Aim for under 1 hour during business hours. Speed builds trust.
- Be personal but professional - Use their name, be friendly, but maintain appropriate boundaries.
- Send relevant updates - Order confirmations, delivery tracking, appointment reminders.
- Don't spam - Only message when there's value. Nobody likes promotional bombardment.
- Use voice notes sparingly - Some people can't listen immediately. Default to text.
- Confirm important details - Recap orders, appointments, and quotes in writing.
WhatsApp Business is free and incredibly powerful for Singapore SMEs. Set it up properly, use automation wisely, and treat it as a relationship-building tool, not just a messaging app.