WhatsApp as a sales channel
WhatsApp is the most widely used messaging app in Australia, with millions of active users. Many business owners use it daily for personal and professional communication, making it a natural channel for sales conversations.
The key advantage of WhatsApp is immediacy. Messages are read faster and responded to more quickly than emails, and the conversational format lends itself to building rapport.
When WhatsApp is appropriate
WhatsApp works best when:
- The prospect has given you their number and is comfortable with messaging
- You have already had an initial conversation via another channel
- The prospect is a small business owner who uses WhatsApp for business communication
- You need to send quick updates, reminders, or answers to questions
WhatsApp is generally not appropriate for:
- Initial cold outreach to someone who has not given you permission
- Sending lengthy proposals or formal documents
- Communicating with enterprise or corporate contacts (email is better)
Setting up WhatsApp Business
Use WhatsApp Business (free) instead of regular WhatsApp. It provides:
- A business profile with your company name, description, and website
- Catalogue features to showcase products
- Quick replies for common messages
- Labels to organise your contacts
Best practices for sales conversations
Keep it professional but friendly
WhatsApp is more casual than email, but you are still conducting business. Use proper grammar, be respectful of their time, and avoid sending messages outside business hours.
Be responsive
If someone messages you on WhatsApp, they expect a faster response than email. Aim to reply within a few hours during business hours.
Use voice messages sparingly
Voice messages can feel personal and build connection, but they can also be inconvenient for the recipient. Use them when the prospect has sent voice messages first, signalling they are comfortable with the format.
Share useful content
Send articles, videos, or case studies that are relevant to their business. This positions you as a helpful resource, not just a salesperson.
Ask for permission to add them
Before adding a prospect's number to your WhatsApp contacts for business purposes, ask: "Would it be okay if I messaged you on WhatsApp? It tends to be quicker for these kinds of conversations."
Converting WhatsApp conversations to deals
WhatsApp is excellent for nurturing and follow up, but closing usually happens through a formal channel:
- Use WhatsApp to build rapport and understand their needs
- Schedule a call or meeting for the detailed discussion
- Send the formal proposal via email
- Use WhatsApp for quick follow ups and questions after the proposal
Managing your WhatsApp contacts
Use WhatsApp Business labels to categorise your contacts: New Lead, In Conversation, Proposal Sent, Customer, Follow Up Later. This helps you stay organised and ensures nobody slips through the cracks.