10 WhatsApp Business Features to Improve CX

Udit Agarwal
November 27, 2023
-min read
Subscribe to our newsletter
Dive into the world of Better Engagement, your bi-weekly newsletter dedicated to unearthing the finest strategies.🌟
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

WhatsApp Business App offers a suite of features designed to enhance customer experience (CX). Leveraging these tools can transform your interactions with customers, making them more efficient, personalized, and engaging. Whatsapp Business app is available on both app store and google play store.

Here's an in-depth look at 10 key features of WhatsApp Business that can significantly improve customer experience.

1. Business Profile

  • Essence: A comprehensive business profile on WhatsApp Business app provides customers with essential information at a glance.
  • Details: Include your business name, address, description, working hours, email, and website. This transparency builds trust and helps customers feel more connected to your brand.
  • Impact: A detailed profile ensures that customers have all the necessary information, reducing the need for basic inquiries and saving time for both parties.

2. Catalog

  • Essence: The catalog feature allows you to showcase your products and services directly within WhatsApp app.
  • Details: Upload product images, descriptions, and prices. You can also include product codes and links to the product page on your website.
  • Impact: This feature makes it easy for customers to browse and learn about your offerings without leaving the chat, streamlining the shopping experience.

3. Automated Messages

  • Essence: Automated messages include greetings, away messages, and quick replies.
  • Details: Set up a greeting message for new chats, an away message for when you're not available, and quick replies for frequently asked questions.
  • Impact: These messages ensure that customers receive immediate, consistent responses, improving their experience and satisfaction.

4. Labels

  • Essence: Labels help you organize and categorize chats and customers.
  • Details: You can label chats based on the customer journey stage (e.g., new inquiry, pending payment, completed purchase) or customer type (e.g., VIP clients, regular customers).
  • Impact: Better organization leads to more efficient customer handling and personalized communication, enhancing the overall customer experience.

5. Chat Filters

  • Essence: Chat filters allow you to sort chats based on categories like unread, labeled, or broadcast messages.
  • Details: Use filters to prioritize responses and manage conversations more effectively.
  • Impact: By quickly accessing relevant chats, you can respond more promptly and accurately, improving response time and customer satisfaction.

Also Read: WhatsApp Business Customer Segmentation: A Guide to Better Marketing ROI

6. Interactive Business Messages

  • Essence: Interactive messages include list messages and reply buttons, making it easier for customers to interact.
  • Details: Use list messages to provide a menu of options (e.g., product categories, FAQ topics) and reply buttons for quick answers to common questions.
  • Impact: Interactive elements simplify decision-making for customers, making their items interact with your business more user-friendly and efficient.

7. Message Statistics

  • Essence: WhatsApp Business provides basic analytics like the number of messages sent, delivered, read, and received.
  • Details: Track these metrics to gauge customer engagement and the effectiveness of your messaging strategy.
  • Impact: Insights from these statistics can help you optimize your communication tactics, improving customer engagement and experience.

8. WhatsApp Web and Desktop Apps

  • Essence: The WhatsApp Web and Desktop app enable you to manage customer conversations on a larger screen.
  • Details: Sync your mobile account with your computer for easier typing and navigation with proper backup.
  • Impact: This feature facilitates multitasking, faster typing, and better management of customer interactions, leading to quicker and more efficient responses.

9. Payment Integration

  • Essence: WhatsApp Business allows for in-chat payment in some regions.
  • Details: Customers can complete purchases without leaving the app, using integrated payment options.
  • Impact: This seamless transaction process improves customer convenience, potentially increasing sales and customer satisfaction.

10. API Integration

  • Essence: The WhatsApp Business API enables integration with existing business systems and software.
  • Details: Integrate with CRM systems, e-commerce platforms, and other tools to automate and personalize customer interactions.
  • Impact: API integration can significantly streamline customer communication, providing a more tailored and efficient service.


By effectively utilizing WhatsApp Business features, you can significantly enhance your customer experience. This improvement leads to increased customer satisfaction, loyalty, and ultimately, business growth. The key is to understand your customers' needs, provide timely and personalized interactions, and continually adapt your strategy based on customer feedback and evolving business requirements. You can even perform Whatsapp chat automation with Spur. Get Started now!

Udit Agarwal
November 27, 2023
-min read

Start your free trial

Join the leading eCommerce brands already growing with Spur.