You might be scanning through the 600 million WhatsApp chats between businesses and customers happening right now — and wondering how some companies seem to do it better than others. And you'd be right to ask.
The difference often comes down to knowing what's under the hood of WhatsApp Business. Some features are sitting there, ready to transform your customer conversations, but 76% of customers who want to chat with businesses don't get the experience they're looking for.
Small businesses start with WhatsApp Business for free, and that's good enough to test the waters. But when you're ready to scale up, there's a whole set of tools waiting for you. We're talking about features that turn simple chats into sales, automated responses that feel personal, and ways to showcase your products that actually work.
And the timing couldn't be better — WhatsApp has hit 2 billion users worldwide. That's a lot of potential customers scrolling through their phones right now.
So let's look at the WhatsApp Business features your competitors might have missed, since these might be the tools that could make your customers choose you over someone else.
A good Business Profile can make or break your first impression on WhatsApp. And honestly, with so many D2C brands jumping on WhatsApp Business, you'll want yours to look better than "good enough."
Think about it — when was the last time you bought something from a business that didn't even bother to fill out their basic info? Your customers feel the same way. They're looking for your business name, what you do, where to find you, and how to reach you. Simple stuff, but it matters.
The verified badge is a bit like getting a thumbs-up from WhatsApp itself. You might think it's just a little blue check, but it's actually doing a lot of heavy lifting for your brand. You can show off who you are, tell your story, and share what you're about — all with that extra layer of trust that comes from verification.
Want to know what really works? A jewelry store we worked with added some casual photos of customers wearing their pieces — just regular people looking happy with their purchases. Their engagement went up right away. That's the kind of thing that makes customers stop and look.
And when it comes to writing your description, keep it real. Talk like you would to a customer in your store. Tell them what makes your products special, but skip the fancy words. Just be genuine.
The thing about a great Business Profile? It's right there, waiting to be used. And while your competitors might be rushing to try the latest marketing trick, you're building something that works around the clock to bring in customers who trust you before they even message you.
Quick Replies can change how you talk to customers — and I mean really change it. For instance, here’s a case of Purplle, a Zoko client who manages 40,000 customers monthly through their unified inbox. They scaled from 10 to 100+ agents while keeping their service smooth. And 76% of their customers said they were happier using WhatsApp compared to email or phone support.
Here's what works really well for customer messages:
Speaking of making messages better — emojis and GIFs are your friends here. A simple "thanks" with a smile emoji feels way more personal than just plain text.
You can make your automated messages sound more human. Instead of "Order confirmed," try something like "Got your order! We're getting it ready right now." Or when someone asks about delivery, you could say "On its way — our delivery team is moving faster than my coffee disappears in the morning!"
The best thing about Quick Replies? They save you time while making your customers feel good about talking to you. And that's what keeps them coming back.
Let's talk about automatic messages. Meta's just launched AI-powered messaging for WhatsApp Business, and it's changing how we think about automated responses. One of our clients, MotherSparsh, now handles 2,600 order tracking requests monthly through automation. They saved money and freed up 196 hours of support time — that's what good automation looks like.
Your welcome message is your first hello to customers. Instead of the usual "How can we help?" try telling them a bit about why you started your business. Something short and friendly works great here. For example:
When you're not around, your away message can do more than say "we're closed." You could say something like:
These messages work around the clock, making your customers happy while saving you time. That's the kind of win-win we like to see.
Contact Labels might sound basic, but they're actually one of the most powerful tools in WhatsApp Business. Take 1 Hair Stop, for example — they recovered $57,000 from abandoned carts in just 90 days by targeting the right customers at the right time.
Here's what works well when setting up your labels:
Speaking of messages — keeping an eye on how different groups respond can make a big difference. When 1 Hair Stop tried this approach, they got 500% better results compared to other channels. And they turned 18% of abandoned carts into sales — that's pretty good for just sending a few targeted messages.
Try different message styles with each group. Maybe your VIP customers like early access to sales, while others respond better to educational content about your products. The stats will tell you what's working and what needs tweaking.
By grouping your contacts the right way, you can send messages that actually matter to people. And when your messages matter, your customers come back for more.
Message statistics might sound boring, but they're gold when you know how to read them. Take Zoko client, Petsy, for example — they watched their stats closely and made $79,648 in revenue from WhatsApp broadcasts in just 4 months.
Here's what to look for in your stats:
Petsy got pretty smart about this. They split their customer list into different groups and saw their open rates hit 49%. That's way higher than regular marketing messages usually get. And their conversion rates went up 32% too — all because they paid attention to what the numbers were telling them.
You might try sending two different types of messages to see what works better. Maybe a casual "Hey, check this out!" works better than "We're excited to announce..." The only way to know is to test and watch those stats.
Message statistics tell you exactly what your customers like, without you having to guess. When you see what works, you can do more of it. Simple as that.
Interactive messages can change how customers talk with you. Our client Care n Cure found this out when they collected 5,003 Google reviews in just 12 months — that's 500% more than they got through email. Even better? Their messages got 95% open rates within 2 minutes.
Here's what works really well:
When you're showing products, e.g., through WhatsApp Catalog for Shopify, keep your lists simple. Break things down into clear groups — like "Summer Collection" or "Under $50." It helps customers find what they want without scrolling forever.
Care n Cure saw their star ratings go up 39% when they started asking for feedback through WhatsApp. That's because people actually see and respond to WhatsApp messages.
Think about it this way — when customers can reply with one tap instead of typing out a whole message, they're way more likely to respond. And when they respond, you learn what they want, what they like, and how to serve them better.
The best part? All of this happens right in WhatsApp, where your customers already spend their time. No need to download another app or visit another website. It's all right there in the chat.
A good WhatsApp catalog can do amazing things. Just ask one of Zoko clients, Animeal — they made ₹1 Million in revenue in 3 months using theirs. And here's something really interesting: for every 100 WhatsApp chats, they got 30-40 orders. That's a 35% conversion rate — way better than most online stores see.
The hidden costs of WhatsApp catalog aren't really costs at all when you do it right. You can actually save money by letting customers pay right in the chat. No extra apps, no complicated checkout pages — just tap and buy.
With Zoko’s help Animeal figured out something smart: people who can buy right away are more likely to actually buy. Their 35% conversion rate proves it.
Here's what they did right:
Your catalog can be your best salesperson. When customers can see what they want, ask questions, and buy all in one place, good things happen.
It’s one thing to know about WhatsApp Business features — it's another to actually make them work for your store. We've seen businesses transform their customer service, boost their sales, and save serious time with these tools.
Whether you're sending automated messages that feel personal (like MotherSparsh saving 196 hours of support time), using catalogs that convert (like Animeal's 35% conversion rate), or collecting reviews that actually work (like Care n Cure's 95% open rate) — these features are waiting to make your life easier.
Ready to turn your WhatsApp chats into a real sales channel? Start your 7-day free trial with Zoko and see how much better WhatsApp can work for your business. No complicated setup, no long-term commitment — just tools that work.
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