In today’s fast-moving digital world, running a small or medium-sized business in Zambia requires more than just great products and services. It’s about connecting with customers, building relationships, and staying top of mind — and one tool many business owners are underestimating is WhatsApp Business. Yes, the same WhatsApp you use to chat with friends and family can become a powerful business asset. Let’s break it down.

Why WhatsApp Business?

With over 2 billion users worldwide and nearly every Zambian adult owning a WhatsApp-compatible phone, the app has become a natural part of how we communicate. WhatsApp Business is a free app designed specifically for SMEs, allowing you to interact with customers, automate messages, showcase your offerings, and provide instant support — all from your phone. For many entrepreneurs juggling multiple roles, convenience, familiarity, and reach make WhatsApp Business an ideal entry point for digital customer engagement.

How It Works

WhatsApp Business offers tools tailored for business use, including:

• Business Profile: Display your contact info, address, email, website, and business description.

• Catalog: Showcase your products or services.

• Quick Replies: Set up templated responses for FAQs.

• Labels: Organize chats by stages like “New Customer,” “Pending Payment,” etc.

• Automated Messages: Greet new customers or reply when you're unavailable.

It’s built for the multitasking entrepreneur, the SME owner who’s handling customer service, sales, marketing — and still trying to grow.

But Here’s the Problem…

Most businesses in Zambia are only scratching the surface of what WhatsApp Business can do. They reply to messages. Maybe they set a greeting. But that’s it. Here are 7 underrated ways to use WhatsApp Business that can help you grow faster, communicate better, and even look more professional.

Build a 24/7 assistant with auto-greetings & away messages

Imagine someone messages your business at 11pm asking for delivery charges. You're asleep. They move on. With WhatsApp Business, you can set:

• A greeting message: “Hi there! 👋 Welcome to Nguzu & Wives Ltd. Someone will be with you shortly.”

• An away message: “We’re currently closed, but we’ll reply first thing tomorrow morning.”

Why it matters: Customers feel acknowledged immediately. You don’t lose leads when you’re offline.

Create a product/service catalog

Yes, WhatsApp can now act like a mini-website. With the Catalog feature, you can list:

• Products (with images, descriptions, prices)

• Services (consulting, rentals, coaching, etc.)

Customers can view, ask questions, and share with others. You make it easier for people to see what you offer without asking a hundred questions.

Use quick replies to save time

Tired of typing the same message over and over? You can save frequent responses and send them quickly by typing /shortcut. This matters because you respond faster, reduce errors, and sound professional. For example: A financial services business like Divitia sets a quick reply for: /loaninfo – “Thank you for your interest in our SME loan options. We currently offer flexible repayment terms and competitive interest rates. Click here to see more details”

Segment your customers with labels

You’re not just chatting — you’re building a customer base. It's a feature that helps you organize your chats, customers, or messages into easily manageable categories using color-coded tags.

Use labels to tag chats by category:

• 🟢 New Lead

• 🟡 Pending Payment

• 🔴 VIP Customer

• 🔵 Webinar Registrant

• 🟠 Feedback Required

Broadcast like a Pro (without spamming groups)

Most businesses misuse WhatsApp groups. Instead, use Broadcast Lists.

With broadcasts:

• You send one message to many people

• It lands in their inbox individually

• They can reply privately

• You avoid group noise

Note: Only people who’ve saved your number will receive broadcasts. So encourage customers to save your contact!

Bonus ideas for WhatsApp Business power users:

1. Post daily to status — not just for selfies: Many SMEs ignore it, but it’s free daily real estate in your customers' phones. Post things like behind-the-scenes, product features, customer testimonials, countdown to promotions, new stock, etc.
2. Link your WhatsApp Business Account with CRM tools like Zoko or SleekFlow for automation.

If you're already on WhatsApp but not using WhatsApp Business — you’re leaving money and efficiency on the table. This app allows you to look more professional, work faster, serve better, and convert more. In a digital world where attention is hard to earn, speed and simplicity win. At Divitia, we’re encouraging all our partners, customers, and fellow SMEs to go digital — but smartly.

Have you registered for our upcoming SME webinar?

Want to learn more about tools like this, manage your finances better, and avoid common SME mistakes?

Join our upcoming FREE webinar:

🎙️ Finance for Non-Finance Business Owners & SMEs

🗓️ April 24th, 2025 @ 17:00hrs

📍 Online via Google meet

Attendance is FREE but you need to register here - https://lu.ma/o84jeafg