WhatsApp for enterprise: How to make the most of instant messaging

Automated messaging 

For a fashion retail brand like Zara, responding to a flood of customer queries during seasonal drops or festive sales can be overwhelming. Questions about order tracking, size availability, or return policies often pile up, leading to long wait times and frustrated customers. With WhatsApp Business API’s automated messaging, Zara can deploy intelligent chatbots that instantly handle these queries in a natural, conversational tone. Not only does this reduce the load on human agents, but it also ensures customers feel heard and always supported—boosting satisfaction and conversion rates. 

Multi-agent support 

An insurance company like HDFC Ergo often deals with high volumes of customer inquiries, ranging from policy clarifications to claim updates. Using the WhatsApp Business App limits them to a single device and makes it hard to manage queries efficiently. With multi-agent support on the Business API, multiple team members can respond to customers simultaneously. Integrating WhatsApp with their CRM also enables smart routing—so leads are assigned to the right agent or department automatically—making support faster and more personalized. 

Broadcast messages 

A large FMCG brand like Hindustan Unilever often needs to update thousands of retailers and distributors about stock availability, product launches, or promotional offers. Traditional methods like SMS or email often go unread. Using WhatsApp’s broadcast feature, the brand can send personalized, pre-approved messages to a large audience instantly. These messages can include rich visuals and even direct CTAs, increasing engagement and ensuring timely, effective communication with their entire supply chain. 

Catalogs 

Home décor brands like Home Centre benefit greatly from WhatsApp’s catalog feature. Customers looking for new furnishings or festive collections often want a seamless browsing experience, but asking for images and pricing over chat can get tedious. By uploading product catalogs with photos, descriptions, and prices directly on WhatsApp, Home Centre lets users scroll through items and even initiate purchases—without needing to leave the platform. This frictionless experience boosts product discovery and drives impulse purchases. 

Interactive messages 

For a travel platform like MakeMyTrip, bookings often involve several steps: choosing dates, selecting seats, confirming add-ons, and more. If customers drop off mid-way, the company loses revenue. With WhatsApp’s interactive messages—like list messages and CTA buttons—MakeMyTrip can guide users step-by-step through the booking process. From “View Available Flights” to “Add Travel Insurance,” everything becomes just a tap away, leading to smoother journeys and fewer abandoned bookings. 

Rich media sharing 

A tech retailer like Croma faces a unique post-sale challenge: customers often need help setting up their devices or understanding features. Instead of burdening the support team, Croma can use WhatsApp to share rich media like how-to videos, setup PDFs, and product demos right after a purchase. This proactive support not only improves customer satisfaction but also reduces returns and builds trust in the brand. 

Integrations with CRMs and other ERP applications 

For logistics giants like Delhivery, the ability to integrate WhatsApp with CRMs and internal ERP systems is a game-changer. Every time a package is dispatched, delayed, or delivered, automated WhatsApp updates keep the customer informed in real time. Internally, all interactions get logged in the CRM, giving agents a 360-degree view of each shipment and customer history. This ensures transparent communication and enables faster issue resolution—critical in a business where every delivery counts. 

Enhanced user engagement with personalization 

WhatsApp for Business is one of the best platforms for personalized communication. With the WhatsApp Business API, enterprises don’t have to save the numbers of their customers. Businesses can use the data from their CRM or other applications to send out bulk messages while still personalizing each one. Whether you are a travel aggregator, fashion brand, or online tutoring platform, personalized communication can help engage and retain more customers.  

Reach like no other platform 

With a 98% open rate and universal adoption, WhatsApp is a goldmine for enterprises looking to reach customers where they already are. They don’t have to make their customers come to a new platform but can reach them where and when they want. This can also help engage customers who are not active on other channels, like email (elderly people, for example).   

Multi-device compatibility 

With WhatsApp, enterprises can reach customers on multiple devices, such as mobile phones, desktops, or tablets. Since user preferences vary, this multi-device compatibility ensures businesses increase the likelihood of their messages being seen. This can give enterprises an edge, especially while trying to reach their customers and prospects during working hours. Since a segment of their audience would be on desktop or laptop-based jobs, multi-device compatibility can ensure better open rates, and therefore, more reach.  

Scalability 

WhatsApp for Enterprise offers endless possibilities for scaling marketing and communication. With the Business API, you can send unlimited messages—provided you follow WhatsApp’s terms of use. These include using approved message templates for outbound messages, obtaining user opt-ins, and responding to queries within 24 hours. Staying compliant ensures better engagement and avoids penalties. 

1. Simplifying booking and appointment scheduling

Service-based enterprises like Urban Company are using WhatsApp to make booking and rescheduling a breeze. Whether it's a home cleaning, appliance repair, or salon service, customers can confirm appointments, reschedule slots, or receive reminders – all within a single chat. With WhatsApp, Urban Company ensures customers stay updated at every step, reducing last-minute cancellations and creating a smooth, hassle-free experience.

2. Boosting marketing and promotions

Marketing teams are leveraging WhatsApp to engage customers directly with promotional messages. They send offers, product announcements, and exclusive content that stand out in busy inboxes. WhatsApp helps businesses keep customers excited and informed without the clutter of traditional marketing channels.

3. Improving customer service and support

Enterprises across industries are bringing their support channels to WhatsApp to make help feel faster and more personal. Take Vodafone Idea (Vi), for instance – one of India’s leading telecom providers. Vi uses WhatsApp to assist users with everything from checking data balances to troubleshooting network issues. Instead of waiting on long calls or navigating complex IVRs, customers simply message Vi’s official WhatsApp number and get instant, guided support. It’s support that feels familiar, intuitive, and right at your fingertips.

4. Streamlining order management and tracking

Retailers and e-commerce companies are leveraging WhatsApp to provide real-time order updates, dispatch confirmations, and live tracking links. For instance, Delhivery, delivery partner to many e-commerce and courier companies in India, shares delivery updates using WhatsApp, including key information like OTPs. This proactive communication keeps customers informed and significantly reduces "Where is my order?" (WISMO) queries, enhancing the overall customer experience.

5. Enhancing internal collaboration

WhatsApp is helping teams within enterprises communicate faster and more efficiently. Employees collaborate on projects, share updates, and handle approvals all within the app. It cuts through the clutter of emails, letting people focus on what matters and stay connected wherever they are.

6. Supporting HR and employee engagement

HR teams are using WhatsApp to keep employees in the loop, answer questions, and handle onboarding processes. Whether it’s sending company updates or offering policy clarifications, employees feel more connected and engaged when HR uses WhatsApp as a fast, informal communication channel.

7. Managing events and ticketing

BookMyShow, a leading entertainment ticketing platform in India, integrates WhatsApp to send users their ticket confirmations and M-tickets (mobile tickets) directly through the app. These messages include QR codes that attendees can present at the venue for seamless entry, eliminating the need for physical tickets or emails. This integration not only simplifies the check-in process but also ensures timely communication with attendees.

8. Collecting customer feedback and surveys

Feedback has never been easier to gather than with WhatsApp. Companies are sending short surveys directly to customers after interactions, making it simple for them to share their opinions. This instant feedback loop helps businesses understand what’s working and what needs improvement, fast.

9. Enabling tutoring, consultation, and learning

WhatsApp is becoming a go-to platform for enterprises offering training or consultations. They send materials, schedule sessions, and follow up with learners—all within the chat. It’s a flexible and efficient way to support ongoing education and personalized learning experiences.

10. Adapting across industries

No matter the industry, WhatsApp is making a difference. From banks confirming transactions to e-commerce companies updating delivery statuses, enterprises are finding creative ways to use the platform. WhatsApp adapts to each business’s unique needs, turning routine messages into impactful customer touchpoints.

Enterprises that embrace WhatsApp as more than just a messaging tool turn everyday communication into real-time action. These use cases prove that with the right strategy, WhatsApp can become a powerful engine for smarter, faster business.

1. Booking and appointment scheduling 

Users currently book over 46% of appointments online, showing a clear shift toward digital scheduling solutions. This is only likely to increase in the coming years. WhatsApp can ease this process for enterprises by directly integrating with their booking and appointment system. 

Some of the key features of WhatsApp that will enhance the effectiveness of the booking and scheduling process are: 

• ‍Conversational AI: Enterprises can use chatbots to allow users to make bookings and appointments using natural chat queries. ‍
• Automated reminders: Whether you are running a B2B or B2C business, automated reminders can enhance the overall experience of appointment booking and ensure that neither party misses a meeting. ‍
• An always-on booking system: With WhatsApp chatbots, customers can ask questions, check availability, and book appointments—all within the same chat. And if plans change, they can easily reschedule or cancel with just a few taps, making the entire experience seamless and hassle-free. 

2. Marketing and promotions 

Today, businesses actively use WhatsApp marketing, with 65% of WhatsApp Business API users sending promotional messages combining pictures or videos. So, there is no reason why enterprises shouldn’t use WhatsApp for their marketing efforts. 

3. Customer service and support 

Approximately 54% of consumers prefer using WhatsApp Business for customer service interactions, while 42% utilize it for pre-purchase inquiries. Consumers already have a high affinity for WhatsApp when it comes to customer support. Enterprises must make the most of this and integrate WhatsApp into their daily customer service and support efforts. 

4. Order management and tracking 

Although offline shopping remains the dominant force in retail sales, e-commerce is expanding quickly. It currently makes up over 19% of global retail sales and is expected to rise to 22% by 2027. 

WhatsApp Business will contribute a significant share of this, with online commerce paving the way to social commerce. The WhatsApp Business API makes this easier for enterprises by allowing them to integrate in real time with platforms like Shopify and WooCommerce. 

Depending on the industry and the types of products or services offered, enterprises can use WhatsApp for business for other functions such as: 

• Customer feedback and surveys 
• Online tutoring and consultation 
• Ticketing and event management 
• Internal collaboration 
• Learning and knowledge sharing 

In short, the possibilities are endless. WhatsApp as a platform offers everything you need to succeed in your marketing and communication activities. 

1. Shortens decision cycles

With WhatsApp, decision-makers get the info they need – instantly. No waiting for email replies or missed calls. Whether it's supplier quotes, internal approvals, or customer confirmations, businesses move faster and close gaps in their workflows.

2. Reduces friction in B2B communication

According to the Salesforce State of the Connected Customer Report, 48% of B2B buyers now expect instant messaging options from vendors. This shows the importance of speed in communication in the B2B world. Despite this increase in expectation, B2B conversations often get buried in email threads or spam folders.

WhatsApp helps to overcome this challenge by bringing simplicity and speed to B2B communications, whether it is for the purpose of vendor negotiations, partnership coordination, or distributor updates – without losing professionalism.

3. Drives cross-functional alignment

WhatsApp makes it easier for teams across departments – sales, support, product, finance – to stay in sync. Shared groups, automated updates, and clear message trails reduce silos and miscommunication.

4. Boosts field team efficiency

Many enterprises with on-ground teams (like delivery agents, sales reps, or maintenance staff) rely on WhatsApp to assign tasks, share updates, and collect on-the-go proof of work – all without forcing team members to learn a new app.

5. Improves first-response resolution

When customers or stakeholders reach out, WhatsApp’s immediacy helps brands respond with answers or actions in the very first touchpoint through quick replies and chatbot-enabled responses. This reduces escalation and enhances trust.

6. Cuts operating costs

Businesses integrating WhatsApp Business API have reported up to a 40% decrease in customer support expenses by automating responses to repetitive queries and reducing the need for extensive support teams. By automating alerts, reminders, and internal processes, WhatsApp saves enterprises time and staffing costs – especially when scaled across thousands of conversations per day.

7. Enhances brand accessibility

Indian e-commerce firm JioMart was able to realize a 7x growth in monthly orders by using the WhatsApp Business API. With the API, enterprises become easier to reach. Clients, partners, and employees no longer have to spend hours browsing large knowledge bases. They just need to send a message on WhatsApp and can get what they need in a channel they already trust.

For enterprise businesses, WhatsApp brings agility, simplicity, and clarity at a scale traditional systems can’t match. And when done right, it becomes the backbone of smarter, more human communication.

1. Mercedes-Benz Turkey 

Mercedes-Benz Turkey incorporated the WhatsApp Business Platform into its marketing strategy to promote its commercial van lineup, boost lead generation, and enhance customer interactions for faster vehicle sales. With this approach, the automotive giant was able to generate the following outcomes: 

By using WhatsApp for Business, the brand unified all customer interactions in one place. This meant that users no longer had to fill out forms and wait for agents to get back to them to gather more information about their favorite Benz products. 

2. Tata CliQ 

Tata CliQ is the fashion and lifestyle brand of Indian business conglomerate the Tata Group. Using WhatsApp, Tata CliQ implemented personalized messaging at scale, increasing click-through and conversion rates and significantly increasing ROI. 

Given below are the key benefits the brand was able to realize by implementing WhatsApp for business: 

• 10x increase in ROI over email, in-app push notifications, and SMS messages. 
• 500K USD in sales in one month attributed to WhatsApp. 
• 57% click-through rate with WhatsApp. 
• 1.7x more likely that customers will purchase when using WhatsApp. 

WhatsApp for Business helped Tata CliQ overcome one of its key challenges: sending custom-fit notifications. Leveraging the personalization feature, the brand customized its messages based on past purchase behavior and demographic characteristics. 

3. Indian Oil Corporation 

Indian Oil Corporation (IOCL), India’s largest state-owned oil and gas company, also uses WhatsApp to automate customer communication. Engaged in refining, pipeline transportation, and marketing petroleum products, IOCL has a strong presence in energy and petrochemicals. The company uses WhatsApp to share booking confirmations and important information with customers. Below is a sample message sent by IOCL using the WhatsApp Business API. 

4. Dermalogica 

Dermalogica is a professional skincare brand known for its science-backed, dermatologist-approved products, which focus on skin health and personalized skincare solutions. 

Acknowledging shifting consumer preferences, the brand began promoting its products through one-on-one consultations on WhatsApp, achieving higher revenue, open rates, and click-through rates compared to similar email campaigns. 

Dermalogica achieved the following benefits by using WhatsApp for its messaging and communications: 

• 5x higher click-through rate than email from January to July 2024. 
• 1.9x higher open rate than email from January to July 2024. 
• 1.7x more revenue per recipient than email from January to July 2024. 

These numbers highlight WhatsApp’s immense potential as a marketing channel for beauty and skincare brands, outperforming even popular platforms like email. 

1. Official business API access 

Make sure your provider is officially certified by Meta. This ensures that your communications remain compliant and secure from day one. Gallabox, for instance, offers full access to WhatsApp’s Business API, enabling you to build robust, scalable workflows through a verified infrastructure. 

2. Feature completeness 

Start with your business objectives: do you need automated follow-ups, chatbot support, broadcast capabilities, or advanced reporting? Choose a provider whose features align with your current needs and can grow with you.  

3. Flexible, transparent pricing 

Enterprise needs evolve fast. You want pricing that can scale without causing budget headaches. Look for providers offering custom plans that adapt to your business size and complexity, not a one-size-fits-all approach. 

4. User-centric interface 

A clunky dashboard is the fastest way to kill momentum. Ensure your provider offers a clean, intuitive UI that makes it easy for teams to configure journeys, campaigns, and automations without requiring constant developer support. 

5. Seamless integrations 

Your marketing doesn’t exist in isolation. The WhatsApp platform must integrate with CRMs, ERPs, lead capture tools, and support platforms to ensure uninterrupted data flow. 

6. Data security & compliance 

Handling large volumes of customer data comes with responsibility. Ensure your WhatsApp provider offers end-to-end encryption, secure data storage, and GDPR compliance so you can protect both your customers and your brand reputation. 

7. Infrastructure & support reliability 

What happens when your system goes down during a campaign? Choose a platform with proven uptime, load-handling capacity, and responsive customer support—ideally with SLAs tailored for enterprises. 

The best WhatsApp software partner will not only help you start strong but scale seamlessly. As you grow, your communication strategy will become more complex—with more agents, channels, campaigns, and automation paths. A flexible, well-integrated platform like Gallabox can help you handle that growth without breaking a sweat. 

1. Is WhatsApp for Enterprise suitable for global businesses? 

Absolutely. With more than 3 billion users across 180+ countries, WhatsApp is the world’s most universal messaging platform. It supports local numbers, multilingual chatbots, and region-specific compliance, letting global brands run hyper-local campaigns at scale, all from one place. 

2. How can enterprises automate customer support using WhatsApp chatbots? 

Enterprises can deploy rule-based or AI-powered chatbots to instantly respond to customer queries 24/7. By integrating these bots with CRMs and ticketing systems, you can offer seamless support without human intervention. This reduces resolution time and boosts customer satisfaction. 

3. Can WhatsApp for Enterprise handle bulk messaging without violating policies? 

Yes, when done right. To maintain delivery rates and engagement, use WhatsApp-approved message templates, avoid spammy content, and comply with privacy norms. Following platform guidelines ensures long-term campaign success.