For many Indian customers, WhatsApp is the easiest way to ask a question. For a business, it also means messages arrive at all hours with details scattered across chats. A little structure goes a long way.
Decide what you need to know
Write the four or five details you need for every enquiry, such as name, requirement, location and preferred time. Ask for them in the first reply.
Use quick replies and a greeting
WhatsApp Business lets you save common answers and set a greeting and away message. Use them for hours, location and common questions, but keep them human.
Use labels to track progress
- New enquiry
- Waiting for customer
- Quote sent
- Closed
Record details somewhere permanent
A simple spreadsheet is enough to begin with. Add each enquiry with its date and next follow-up.
Get consent before messaging
Send promotional messages only to people who have agreed to receive them, and follow WhatsApp's policies. Unsolicited bulk messages can lead to a blocked number.
Make it easy to start a chat
Add a click-to-WhatsApp link with a prefilled message to your website and Google Business Profile so customers start with the right details.
Related service: WhatsApp Automation.