What you will learn
- Explain why response speed and follow-up affect how many leads become customers
- Set up WhatsApp Business features such as quick replies and labels
- Track leads through clear stages in a CRM or spreadsheet
Many campaigns fail after the lead arrives, not before. Someone who enquires about a course or a sofa is usually comparing several options, and the business that replies first with a clear answer often wins. Decide who answers enquiries, how quickly, and what they say. A lead that waits a day for a reply may already have chosen someone else.
The WhatsApp Business app includes tools that make this easier. Set up a business profile with hours, address, and website. Create a greeting message and an away message for after hours. Save quick replies for common questions such as prices, delivery areas, and payment options. Use labels such as New lead, Quote sent, and Paid to see where each chat stands, and use the catalogue to share products.
A CRM records every lead and what happened next. A small business can start with a shared spreadsheet: name, phone, source, date, stage, next action, and outcome. Later, a CRM tool can automate reminders and connect to forms. Tracking the source of every lead matters, because it lets you see the real cost per lead and cost per sale for each channel, not just the clicks.