WhatsApp has rapidly become the channel of choice for B2C communication. It gives businesses the ability to deliver faster, more natural, and more engaging customer interactions.
But for contact centres, simply being on WhatsApp isn’t enough. The real value comes from unlocking its full potential- using automation, rich media, and seamless integrations to transform the customer experience.
Here are the five ways to stay ahead. If you’re not doing these 5 things on WhatsApp, you’re already falling behind.
Think about the questions your customers ask most often. With WhatsApp, you don’t need an agent on the line for every “How do I book?” or “Can you check my issue?” Instead, customers can self-serve through intelligent, automated journeys that you design once and let run around the clock.
The best part? Customers no longer need to wait for office hours to book appointments, troubleshoot an issue, or get an answer to a common question. And the impact speaks for itself: companies already using WhatsApp have cut an average of 3 minutes per call, reduced daily call volumes by 1,000, and freed up 50 hours of agent productivity - just by automating routine interactions.
Automation on WhatsApp creates a conversation that feels two-way and available 24/7, driving higher self-serve rates, lower call volumes, and happier customers, while your contact centre sees an immediate boost in both productivity and CSAT scores.
With WhatsApp, you can go beyond text interaction and deliver rich media like video directly within the conversation.
“How-to...” videos are more popular than ever, over a billion people use YouTube every month for tutorials and educational content. And it’s easy to see why: videos are visual, easy to pause, simple to follow, and repeatable. Even better, on mobile devices, viewers can take the video right to the source of the problem, whether that’s setting up a router, fixing a product, or following a step-by-step guide at their own pace.
For contact centres, this is a game changer. Imagine a telecoms company: instead of phoning an agent to ask why their internet isn’t working, a customer can watch a short, digestible video to set up their service correctly and diagnose common issues themselves.
And this isn’t just for telecoms. Every industry can benefit from a library of clear, helpful explainer videos. WhatsApp makes this even more powerful by automating video delivery, sending the right content at the right moment, exactly when customers need it.
Sure, WhatsApp is great for quick self-serve tasks like FAQs or video support - but what about more complex requests, like authentication, updating an address, or accessing account details? The good news: it’s all possible through WhatsApp.
By integrating WhatsApp with your CRM, CMS or other systems, customers can securely update their information, make logistical changes, or request account data - all without ever needing to speak to an agent. Authentication questions can be seamlessly built into the flow, ensuring everything stays secure before changes are made.
The result is a customer experience that feels effortless, secure, and always available. And for contact centres, it means freeing up agents to focus on the cases that truly need a human touch.
SMS has had its day, but when you compare it to WhatsApp, the differences are hard to ignore. Every SMS message you send is charged, yet the experience for customers is bare-bones: plain text, no branding, no rich media, and no sense of two-way conversation. It’s transactional at best.
WhatsApp flips that on its head. Not only is it much cheaper, but it also gives you richer engagement tools (like branded profiles, images, videos, documents, and interactive buttons) all inside a channel customers actually use and trust.
The pricing model makes it even more attractive:
That means better branding, deeper engagement, and lower costs - all in one change. For businesses still relying on SMS, the shift to WhatsApp isn’t just about keeping up - it’s about getting more value for every interaction.
The customer journey doesn’t end at checkout, it’s just getting started. Post-purchase communication is where you build trust, encourage loyalty, and turn one-time buyers into repeat customers. And WhatsApp is the perfect channel to do it.
Imagine sending customers instant order confirmations, live delivery updates, or personalised how-to videos right after their purchase, all within the same conversation thread. No more refreshing email inboxes or wondering when a package will arrive. Customers stay informed, reassured, and connected to your brand at every step.
Beyond customer service, WhatsApp gives you a way to nurture relationships post-purchase. You can share product care tips, recommend complementary items, or even send satisfaction surveys in a natural, conversational way. This not only reduces “Where is my order?” calls but also drives higher retention and repeat sales.
Put simply: post-purchase communication on WhatsApp keeps the conversation alive, long after the transaction is complete. And that’s how good customer experience turns into long-term loyal brand advocacy.
What’s next?
WhatsApp isn’t just another messaging channel, it’s a platform that can completely transform how you connect with customers. By enabling 24/7 conversations, supporting video diagnostics, and integrating seamlessly with your existing systems, you give customers the tools to solve problems faster while freeing up your agents for the tasks that matter most.
Add to that the shift from costly, limited SMS to WhatsApp’s branded, engaging, and cost-effective conversations, and the opportunity becomes even bigger. And when you use WhatsApp to deliver post-purchase communication - from instant confirmations to proactive updates and personalised follow-ups - you don’t just serve customers, you build loyalty.
The result is faster service, happier customers, more efficient operations, and stronger relationships. If you’re not using WhatsApp in these five ways, chances are your competitors already are - and that means you’re falling behind.
Speak to use about our WhatsApp Managed Service for everything you need to know about how to get started on WhatsApp. Contact us.
Our friendly team, headed by Meta’s own former WhatsApp egghead Gareth Bray, will gladly answer any questions you have and point you in the right direction!.