What Is WhatsApp Business and Why It Matters for Small Businesses
WhatsApp for Business is a free app designed specifically for business owners. It looks and feels like the regular WhatsApp you already use, but includes extra tools to help you communicate professionally with customers, automate replies, and build a trusted brand presence.
For Shopify merchants and local service providers, it’s a simple way to manage conversations, share product information, and support customers using a tool they already know and trust.
Build Trust with a Verified Business Profile
One of the first things you’ll do is create a business profile that shows your logo, address, website, opening hours, and a short description of your products or services. This helps customers see that they’re messaging a legitimate business, not a personal account. A complete profile builds credibility and makes it easier for people to find and contact you.
Save Time with Automated and Quick Replies
Small business owners are often stretched for time. WhatsApp for Business helps by letting you set up:
- Greeting messages to welcome new customers when they first message you.
- Quick replies for common questions like “What are your opening hours?” or “Do you deliver?”
- Away messages to let customers know when you’re unavailable.
These automation features help you stay responsive without having to be online 24/7, improving customer satisfaction and response times.
Stay Organised with Chat Labels
You can label conversations to track leads, orders, and payments. For example, use labels like “New Lead”, “Order Confirmed”, or “Payment Pending”. This turns WhatsApp into a simple mini-CRM that helps you manage customer relationships efficiently, especially if you receive a high volume of messages.
Showcase Products and Prices with Catalogues
WhatsApp Business includes a built-in product catalogue that works like a digital shop window. You can upload images, prices, and descriptions for your products or services, then share them directly in chat. It’s ideal for Shopify merchants who want to showcase products without sending customers to another platform.
Each product listing includes a link that can lead shoppers back to your Shopify store for easy checkout or more information.
Reach Customers Where They Already Are
Your customers already use WhatsApp daily. Messaging them there feels natural and personal – much more conversational than emails or web forms. This helps build stronger customer relationships and encourages quicker responses, whether you’re confirming an order or sharing a new product update.
Free to Use with Optional Upgrades
The WhatsApp Business app is completely free to download and use. There are no subscription fees unless you decide to upgrade to the WhatsApp Business Platform (the paid API version) later on. The free app is more than enough for individual entrepreneurs and small teams.
How to Set Up WhatsApp Business in 10 Minutes
Getting started is quick and simple. Here’s how:
- Download the WhatsApp Business app from the Google Play Store or Apple App Store.
- Register your business phone number (either mobile or landline).
- Verify your number using the 6-digit code sent via SMS or call.
- Create your business profile with logo, description, and contact details.
- Set up your greeting, away messages, and quick replies.
- Add your products or services to the catalogue.
Using WhatsApp Business with Your Shopify Store
Many Shopify merchants use WhatsApp to send order confirmations, answer customer questions, and share delivery updates. By linking your WhatsApp number on your Shopify store, customers can message you directly from your site for faster support.
Apps like WhatsApp Chat + Abandoned Cart and SuperLemon make this integration easy, helping you connect WhatsApp with your Shopify checkout flow and marketing messages.
Sharing Access Across Your Team
If you have multiple team members who need to reply to customers from the same number, consider upgrading to the WhatsApp Business Platform. It integrates with tools like Meta Inbox, Twilio, WATI, or Zoko, allowing shared access, conversation tracking, and message assignment. It’s ideal for small customer service teams.
Using WhatsApp on Multiple Devices
You can use the same WhatsApp Business account on up to four linked devices, including desktops. This makes it easy for team members to respond from their computers using WhatsApp Web or the desktop app. However, all linked devices share the same chat history, so for larger teams, using a customer support platform is recommended.
Is WhatsApp Business Right for You?
If you’re a tradesperson, small retailer, freelance service provider, or Shopify merchant who wants to communicate faster and look more professional, WhatsApp for Business is a great place to start. It helps you deliver quick, personal service without investing in complex or expensive software.
Final Thoughts
WhatsApp for Business gives small businesses a simple, reliable way to connect with customers, build trust, and streamline communications. It’s fast, familiar, and free – and when combined with your Shopify store, it becomes a powerful tool for engagement and conversion.
See WhatsApp for Business in Action
At United Apps, we use WhatsApp for Business every day to chat with Shopify merchants just like you. Send us a message through WhatsApp to see how it works in real time - and discover how simple it can be to connect with your customers too.