How to Use WhatsApp For Customer Support (2025 Guide)

No waiting lines, delayed replies, or impersonal messages — this is what customers dream about in communication with brands. Satisfied customers, high open rates, and fast replies are KPIs of the other side, company managers. 

The solution? Right customer service tool and communication on channels where your customers are.

So meet an undisputed leader with over 3 billion users — WhatsApp. 98% open rate and 40% response rate make it one of the best customer service channels. 

Here are seven tips on how to use WhatsApp for customer support most effectively in 2025. In this article, you’ll find out what integrations to use, messages to send, when to connect live agents, launch instant replies or chatbots, and their copy. 

Let’s dive in.

Why Use WhatsApp for Customer Support

Email and phone support can often feel slow and outdated. WhatsApp, on the other hand, enables real-time, two-way communication where customers can reach you instantly, just like chatting with a friend.

Here’s why businesses worldwide are shifting to WhatsApp for customer service:

• Instant responses that improve customer satisfaction.
• Rich media support for images, videos, PDFs, and voice notes.
• 24/7 availability through automation and AI.
• Verified business profiles that increase trust.
• Personalization and automation in a single chat window.

With the right setup, customer support on WhatsApp can help you scale your service, reduce costs, and create loyal customers who feel truly cared for.

1. Optimize Your WhatsApp Business Profile for Customer Support

What people see when they enter your brand page on WhatsApp? Brand name, avatar, and description are the first that comes to mind. But, unfortunately, that's not enough to define that an account is not fake and how to connect with a brand on the app.

A optimized WhatsApp profile is vital. Here are must-haves and optional elements of a business profile on WhatsApp: 

Must have:

• Logo
• Brand Name
• Description of what your brand does with CTA to engage customers
• Website Link
• Work hours
• Contact details (phone, email, address, etc)

2. Highlight your products with WhatsApp Catalogues 

Besides description, there is another way to tell users about your products — product catalogues.

Over 40 million consumers look through product catalogues on WhatsApp monthly.

Ensure you create it, especially if you’re an eCommerce brand. Add product images, titles, and short descriptions of your best-performing items. Thus, customers can choose what to order without switching to your website.

Using AiSensy, you can seamlessly connect your WhatsApp Catalogues & send product catalogues to users right on WhatsApp. Now, with the introduction of WhatsApp pay to AiSensy enables you to sell your products end-to-end right on WhatsApp.

3. Promote Your WhatsApp Customer Support Channel

Congrats! You created a WhatsApp profile. Time to spread the word about it among your potential customers. 

One effective way to start is by creating a digital business card that showcases your WhatsApp business presence along with other contact details. This professional approach helps customers easily save and access your contact information.

To contact you, they should have your phone number. Even if you use a virtual phone system, ensure you display it on your website and socials.  It can be: 

• Phone number in the header or “Contact Us” section; 
• Website widget by clicking which customers can directly send you WhatsApp messages; 
• WhatsApp QR code on your brand banners, brochures, printed ads, etc. 

When everything is set up, it’s time to chat with consumers.

Just do this & see how your customer engagement skyrockets from Day 1!!

4. Manage Conversations with AiSensy Live Chat

90% of customers view an instant response as either crucial or very important when they need customer service assistance.

But, let's say your inbox is flooded with 1000s of user messages. How do you tackle such a challenge?

There's a very simple solution: Use AiSensy's Live Chat to ensure that customers get the response they want in a flash.

How? Well, with AiSensy, you can have as many customer support agents as you want answering customer queries in one go.

The Live chat is divided in three sections: Active, Requesting & Intervened.

Active chats are chats handled by the WhatsApp Chatbot, the requesting chats are chats requested for human intervention & the intervened chats show chats which your agents have intervened

You can easily add agents to AiSensy & assign them these chats. Refer this doc to know how.

5. Automate Customer Support with WhatsApp Chatbots & FAQs

Creating a brand profile is the first thing WhatsApp offers you to do. But a customer journey starts in chat. So make sure you don’t welcome them with silence.

a. Launch an automated greeting message

Here is an example of what it may look like. 

Generally, it'll be a short description of the brand or a simple communication from the brand that they'll be sending you messages on WhatsApp.

This is also known as a WhatsApp Optin which is crucial for every business to send messages legally to all users.

b. Set an away message and response time expectations

You can easily set automated away messages for your business in AiSensy. Here's how. 

It will help to guide customers when your support agents aren’t working. Tell when they can get support from a human agent and provide alternative sources of information for FAQs. 

What about processing customer requests? There are two types: complex ones that require in-depth research from an agent and frequently asked questions that don’t need human assistance. 

Here is where you can save your team’s time. Define the list of FAQs, prepare answers, and send them automatically. How to do that?

1. Launch a chatbot. You can create the simplest one with pre-defined answers like these two:

The same chatbot type can assist customers in simple processes like booking, order tracking, food ordering, and purchase. 

You must be thinking that it would require coding expertise to create a Chatbot, right?

Well, not with AiSensy!! You can create simple Drag & Drop Chatbots allowing you to create Chatbot flows as quickly as in 10 minutes.

Automated messages aren’t limited to answering FAQs or guidance only 👇

6. Send customer notifications via WhatsApp

Customer service is more than just answering questions. It is about proactive communication as well. Things like confirmation of the purchase and doctor appointment reminders ease customers’ life. That’s possible with a proper WhatsApp business API and customer service tool integrated with your CRM.  

Here are ideas for automated and manual WhatsApp messages to engage your audience. 

• Confirmation of purchase or booking: Here is an example of an automated booking confirmation reminder:

• Payment or Appointment Reminders: People tend to forget things like doctor appointments or payment deadlines. Send them a gentle nudge to keep your clients informed.

• Delivery status: There are two ways to inform customers about the status of their order. Look at this example: 

• Sales announcement. Share details of the upcoming offer with links to a promo landing page. Here is an example:

Customers can follow the link or click the “Top offers” button to see the best deals in a chat. 

• Cart abandonment messages are an excellent way to return customers. 3-5 days after visiting your store, send potential customers a message with a link to their cart. Offer limited in time discount to engage them in return.  

• Back-in-stock alerts. It is a common thing when the desired item is out of stock. Now imagine your sales increase when customers finally get an opportunity to buy it. To ensure they know about your update, allow them to subscribe to that item tracking and send them relevant alerts when it is back in stock. 

Add items’ images and links to the product page to make your message more appealing. 

• Product recommendations are perfect for retaining customers’ attention. Track their website behavior and purchases. Based on this data, you can define a product they are interested in most of all and offer it in a WhatsApp message like the Tata CLiQ store team did:

This recommendation is based on the customer's browsing history from the past month and a follow-up regarding abandoned cart items.

Read also: Top 7 Strategies to Get WhatsApp Opt-in from users easily

7. Collect Customer Feedback on WhatsApp

WhatsApp is an excellent source of inspo for improving your service or products. Ask customers about their experience, what they like, and want. Messengers like WhatsApp have an incredible open rate. So there are more chances to get an answer than via email.

Usually, brands send customer surveys after purchase, like Alpha Coffee Company in this example:

Ensure you integrated WhatsApp with your customer support tool to collect the statistics data.

8. Send Rich Media WhatsApp Messages

WhatsApp isn’t just about text — customers engage more when brands use images, videos, carousels, and even GIFs. Visual storytelling helps explain products better, increases response rates, and makes customer interactions feel more personal.

With the rise of AI image generator tools, businesses can now create stunning visuals from simple prompts. For example, an eCommerce store can instantly generate lifestyle product images to share via WhatsApp, making support conversations both helpful and visually appealing.  

9. Enhance Customer Support with AI Agents

Generative AI is transforming WhatsApp customer support. Instead of relying solely on human agents or simple rule-based bots, AI-powered agents can understand intent, handle complex queries, and deliver natural, conversational experiences.

With AiSensy’s AI WhatsApp Chatbot, businesses can provide round-the-clock support while reducing agent workload. AI agents can instantly answer FAQs, recommend products, and even escalate to a live agent when needed.

10. Hybrid WhatsApp Customer Support.

Want the best of both worlds? With AiSensy, you don't have to choose between human and chatbot support.

You can seamlessly switch between AI automation and live agents depending on the complexity of a query — ensuring speed and empathy in every interaction.

Let the chatbot handle routine questions and, for more complex queries, include a “Talk to Human” button or "Request Intervention" node in the Flow Builder to hand over the chat.

For step-by-step setup, see How to Use Live Chat with WhatsApp Chatbot

11. Track and Analyze WhatsApp Customer Support Performance

Customer support isn’t just about responding — it’s about improving continuously. Inside AiSensy Live Chat, managers can track key KPIs such as:

• First response time
• Average resolution time
• Number of new vs. active conversations

By monitoring these insights, businesses can identify bottlenecks, optimize agent performance, and measure customer satisfaction (CSAT). Tracking results ensures WhatsApp becomes a measurable, ROI-driven support channel instead of just another inbox.

To sum up: The secret element

Now you know six tactics on how to provide personalized customer service on WhatsApp. Let’s recall the best insights:

1. Set up your business profile. Add your brand logo, description, contacts, and tell people how to use this channel. 
2. Highlight your products in a catalog.
3. Integrate WhatsApp into your tech stack. Connect it with CRM and a customer support tool your team uses. 
4. Spread the word about your WhatsApp number among the target audience.
5. Take care of customer requests. Use instant replies and chatbots to answer FAQs. 
6. Send triggered messages about upcoming sales, purchase confirmations, event reminders, etc. 
7. Improve your service and products with customer feedback. 
8.  Send rich media WhatsApp Messages and watch your engagement soar.
9.  Enhance Customer Support with AI Agents instead of relying solely on human agents.
10.  Combine Human Agents with Chatbots and offer the best of both worlds.
11.  Tracking and analyze results. This will help you understand how effective new customer service efforts are.

FAQs about WhatsApp for Customer Service

Q. How can I use WhatsApp for business support?

Q. Which companies use WhatsApp for customer service?

Q. Why would a business use WhatsApp?

About the Author

Evelina Carillo

Evelina Carillo is a friendly and skilled writer and blogger with more than a decade of experience in crafting all sorts of content for the marketing, customer support chatbot and business world. She's also spent five years diving into the exciting world of EdTech where she's continued to learn and grow in her field.