In many small businesses, customers message a single number: the owner's. At first, it is convenient. Then the business grows, and that number becomes a trap.
Three problems with the owner's number
- When the owner is asleep, travelling or in a meeting, nobody answers. The customer waits, then messages a competitor.
- Personal and business life get mixed up. Family messages get lost among orders, and orders get lost among family messages.
- When an employee uses their own number for customers, one day they leave with it. The contacts, the order history and the customer relationship go with them.
The strategy: a number that belongs to the business
- Get a SIM card dedicated to the business. This number is only for customers. It stays with the business, whoever answers.
- Install WhatsApp Business, WhatsApp's free app for businesses, with that number.
- Fill in the business profile: company name, description, address, opening hours. Add your catalogue of products or services.
- Connect the team's devices. In WhatsApp Business: Settings › Linked devices › Link a device, then scan the QR code from WhatsApp Web on the office computer, or from another phone. Several people can then answer customers on the same number.
- Turn on two-step verification on this number, so nobody can steal it.
What it changes
- The whole team answers, even when the owner is away.
- The history stays: if an employee leaves, just log out their device. Customers and conversations stay with the business.
- Your personal number becomes personal again.
Going further
Once the number is set up, configure the greeting and away messages: read our guide to replying fast to your customers on WhatsApp. And to protect this number, follow the two-step verification guide.
In short
A SIM for the business, WhatsApp Business, and the whole team connected. The number belongs to the business: customers stay.
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