How Australian small businesses can use WhatsApp Business effectively

What is WhatsApp Business?

WhatsApp Business is a free app designed specifically for small businesses. It builds on the popular WhatsApp Messenger platform, which millions of Australians already use every day to stay in touch with friends and family.

WhatsApp Business looks and feels similar to the regular WhatsApp app, but it adds several useful features for businesses. These include:

• A professional business profile
• Labels to organise chats
• Quick replies to speed up responses
• Automated messages (greeting and away messages)
• A product or service catalogue
• Basic message analytics

In short, WhatsApp Business gives small business owners a professional way to manage customer communication — all from their phone.

Why Australian small businesses should consider WhatsApp Business

Australia has one of the highest smartphone usage rates in the world. More than 93% of Australian adults own a smartphone, and WhatsApp is one of the most popular messaging apps on those devices.

Many Australian customers now prefer messaging over phone calls or emails. Messaging feels more personal and immediate. It also gives customers control — they can respond in their own time.

For a small business, this trend creates a huge opportunity. WhatsApp Business offers:

• A personal, trusted communication channel
• An easy, low-cost setup — no expensive software required
• A great way to build long-term relationships with customers
• A competitive edge over businesses still relying only on phone or email

Whether you run a retail shop, a café, a trades business, or an online store, WhatsApp Business can help you engage customers more effectively.

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Setting up WhatsApp Business

Getting started is simple. You can download the WhatsApp Business app for free from the Apple App Store or Google Play.

Here’s a step-by-step guide:

1. Download and install the app.
   Search for "WhatsApp Business" and install it on your phone.
2. Register your business number.
   You can use a mobile number or a landline. Note: If you use your existing WhatsApp number, it will convert your personal account into a business account.
3. Create your business profile.
   Fill in your business name, description, address, email, website, and hours of operation.
   Choose a professional profile picture — ideally your logo.
4. Adjust your settings.
   Set your business hours, configure auto-replies, and enable notifications.

That’s it. You’re ready to start using WhatsApp Business.

Key features and how to use them effectively

Once your account is set up, you can take advantage of several useful features:

Labels

Labels help you organise chats. For example, you can tag customers as "new enquiry", "pending payment", or "VIP customer".
This makes it easier to manage conversations and stay on top of tasks.

Quick replies

If you often send the same messages (such as your business hours or delivery terms), save them as quick replies.
You can then insert these messages with a simple shortcut — saving you time and effort.

Automated messages

WhatsApp Business allows you to set:

• Greeting messages to welcome new customers
• Away messages for when you’re offline or closed

This ensures customers always receive a professional response, even if you’re busy.

Product catalogue

You can create a product or service catalogue within the app.
Customers can browse your offerings and enquire directly — a great way to drive sales.

Broadcast lists

Broadcast lists allow you to send updates to multiple customers at once — for example, a promotion or an event invite.
Recipients see the message as a personal message (not in a group chat).

Analytics

WhatsApp Business provides simple insights, such as:

• How many messages were sent
• How many were delivered
• How many were read

This helps you track engagement and fine-tune your messaging.

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Practical use cases for small businesses

Here are some real-world ways small businesses in Australia are using WhatsApp Business:

Customer service and support

Many businesses now offer WhatsApp as a customer support channel.
Customers can easily send questions or requests, and receive a fast, personal response.

Confirming orders and bookings

Tradespeople, beauty salons, restaurants, and retailers often use WhatsApp to confirm appointments, bookings, or order details.
It’s quicker and more convenient than back-and-forth phone calls.

Sending invoices and payment reminders

You can use WhatsApp to send customers their invoices, payment links, or gentle reminders — a friendly, effective way to keep cash flow healthy.

Sharing product updates and promotions

Broadcast lists are perfect for announcing new products, special offers, or seasonal promotions.
Unlike email marketing, messages sent via WhatsApp have very high open rates.

Gathering feedback and reviews

You can follow up with customers and ask for feedback or reviews.
This helps you improve your service and build a strong reputation.

Building long-term customer relationships

Perhaps the greatest value of WhatsApp Business is relationship building.
You stay connected with customers in an ongoing, conversational way — not just through one-off transactions.

Best practices for using WhatsApp Business

To get the most out of WhatsApp Business, keep these tips in mind:

• Be responsive. Customers expect quick replies on messaging platforms. Even a short "Thanks, I’ll check and reply shortly" goes a long way.
• Keep communication professional but friendly. This is a personal channel, so use a conversational tone, but maintain professionalism.
• Respect customer preferences. Always get permission before adding customers to broadcast lists or sending promotions.
• Don’t spam. Focus on providing value. If customers find your messages helpful, they’ll stay engaged.
• Use images and videos. Rich media is very effective on WhatsApp. Show your products, behind-the-scenes content, or happy customers.
• Integrate with your other systems. Where possible, connect WhatsApp to your CRM or marketing tools to streamline communication.

Potential limitations to consider

WhatsApp Business is a great tool — but it’s not a complete business solution. Be aware of these limitations:

• Not a full CRM system. While labels help, WhatsApp Business lacks advanced CRM features like pipelines or reporting.
• Limited bulk messaging. You can’t mass market like with email newsletters — WhatsApp enforces limits to prevent spam.
• Compliance and privacy. Always comply with Australia’s privacy laws and spam regulations. Don’t send messages without consent.
• Data security. While WhatsApp messages are encrypted, be cautious about sharing sensitive customer information.
  Always back up important business data in a secure system.

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How WhatsApp Business can complement your accounting and business management

One of the smart ways I’ve seen businesses use WhatsApp Business is to support their accounting and financial management processes.

For example:

• Follow up on invoices. After sending an invoice (through your accounting system), you can message the customer to check that it was received and offer payment options.
• Share payment confirmations. If a customer pays via bank transfer, you can confirm receipt with a quick message — improving trust and customer experience.
• Keep customers informed about orders. You can send payment reminders, order updates, and delivery tracking.

Of course, WhatsApp should not replace your accounting or invoicing system — it’s a complement.

This is where having an automated accounting platform like Thriday makes a big difference.
Thriday automates your banking, accounting, and tax processes — saving you time and money.

With Thriday handling your financial admin in the background, you can focus on using WhatsApp Business to engage customers and grow your business.
For example, Thriday automatically tracks income and expenses, generates reports, and handles tax compliance — so you don’t have to.

Together, these tools can help you build a highly efficient, customer-focused small business.

Key takeaways

WhatsApp Business is a simple but powerful tool that any Australian small business can use to improve customer engagement.

With very little setup or cost, you can start:

• Providing faster, more personal service
• Building better customer relationships
• Driving sales and repeat business

Just remember to use the platform thoughtfully — respecting customer preferences and privacy. And pair it with a strong accounting system to keep your finances running smoothly.

If you’re looking for an automated way to manage your small business banking, accounting, and tax, I highly recommend giving Thriday a try.

It’s the perfect complement to WhatsApp Business — helping you save time, stay organised, and focus on what really matters: your customers.