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Level Up Your Hustle: WhatsApp Business Tips For Kenyan Entrepreneurs

· 7 min read
Zawadi Muthoni
Zawadi Muthoni
The Digital Hustle Coach
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In Kenya WhatsApp is the backbone of communication,it is one of the most common tool kenyans use to communicate and keep in touch with their friends and family.As of 2025 WhatsApp isn't just a messaging app,it is where business happens.

From selling thrifted clothes ,to managing your photography studio.WhatsApp business,which is WhatsApp's professional brother has become the preferred go-to tool for many youth-led brands,SMEs and side hustlers.It's free,familiar,secure and packed with features that help you sell smarter, build trust and stay organized.

If you're running a business and are still using a personal WhatsApp,it is time to upgrade.This guide breaks down how to use WhatsApp business to grow your hustle - step by step,with Kenyan realities in mind.

🔧 Step 1 : Set Up Your WhatsApp Business Profile Like a Pro​

In WhatsApp business,your profile is your digital store front.This is the first thing that existing clients and potential future clients see.We all know that first impressions matter and for most businesses this digital storefront sets up the tone for how trustworthy and professional your brand feels.A well-crafted profile can turn casual visitors into loyal clients.

What to include in your WhatsApp business profile​

  • Business Name - Use your brand name and not your personal name. e.g. "Thrifted by Tasha" or "Jirani Tech Repairs."
  • Profile Photo - A clean logo or product photo builds credibility. Avoid selfies or blurry images.This should be easy given the rise of AI image generation and editing tools.
  • Business Description - Keep it short, clear, and emotionally resonant. e.g. "Affordable fashion for Nairobi's bold youth" or "Fast, reliable phone repairs in Thika."
  • Location & Hours - Add your shop location or delivery zones (e.g. CBD, Rongai, Juja) and working hours for example 9:00 AM - 5:00 PM.
tip

Use keywords like "delivery" "custom orders" or "affordable" to boost discoverability when customers search.

🛍️ Step 2: Build a Product Catalog That Converts​

Think of your WhatsApp Business catalog as your shop shelf online.Instead of sending the same photos and prices over and over to your customers or potential customers,they can simply scroll through your products like they're window-shopping,only this time,it is on their smartphone.

It's quick,simple and professional.A well-organized catalog that neatly displays your products and services can bring in serious customers willing to pay or spend for your goods and services.

📸 How to Build It​

  • Upload clear, well-lit photos of each product or service that you offer.
  • Add short and clear descriptions with prices.
  • Group items by category: 👗 Ladies' Wear, 💻 Digital Services, 🍔 Snacks & Treats.

Kenyan Use Cases:

  • A thrift seller can showcase dresses, shoes, and accessories.
  • A baker can list cupcakes, birthday cakes, and delivery options.
  • A photographer can showcase a variety of photos highlighting the occasions they have covered.
  • A graphic designer can display sample logos, posters, and pricing tiers.
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🔗 Bonus: Link your catalog to your Instagram or Facebook page for cross-platform sales.

🤖 Step 3: Automate Replies to Save Time and Build Trust​

With WhatsApp business,you do not have to reply manually to every "Hi" or "How much?" that lands in your inbox.WhatsApp Business has you covered for most of this interactions,with Automated replies.

Automated replies can handle routine interactions for you,ensuring that your customers always feel acknowledged even when you're offline.

⚙️ Use These Automated Replies Features​

  • Greeting Message - Automatically welcome new customers. e.g., "Karibu Janjez Photography! How can we help you today?"
  • Away Message - Let people know when you're closed. e.g., "We're currently closed. We'll reply by 9 AM tomorrow."
  • Quick Replies - Save answers to FAQs like "Do you deliver?" or "How much is shipping to Kisumu?"

Why It Matters​

  • Reply speed builds trust
  • Automation keeps you consistent with your clients
  • Automated replies can save time for real conversations and order fulfillment
tip

Use emojis sparingly to keep messages friendly but professional.

🏷️ Step 4: Make Use of Labels to Stay Organized​

Labels in WhatsApp business helps you manage conversations like a pro.The importance of Labels become more clear and apparent when orders start piling up.Instead of scrolling endlessly through chats,you can tag conversations with Labels such as "New Order","Pending Payment" or "Completed".

This simple system is very effective as it keeps your workflow organized,ensures no customer is forgotten,and makes follow-ups faster and more professional.

Suggested labels​

  • "New order"
  • "Paid"
  • "Pending Payment"
  • "Pending Delivery"
  • "VIP customer"
  • "Follow-Up Needed"
tip

Labels are not confined to just this suggested ones.As a business owner you can use unique and descriptive labels that are appropriate for your kind of work.

Example​

Let's say you sell phone accessories.You can label chats as "Paid" once M-PESA confirms, then "Pending Delivery" until rider drops off the package.

Labels can help you treat WhatsApp Business like a CRM and not just a chat app.Furthermore you can organize and filter chats by labels.

📢 Step 5: Use Broadcasts and Status Updates to Market Smart​

WhatsApp Statuses and Broadcasts are your powerful promotional tools.This becomes more apparent as you grow a larger and recurring customer base for you business.

How to Use Them​

  • Broadcast Lists - Send flash sales, new arrivals, or updates to multiple customers (only if they've saved your number).
  • Status Updates - Post daily offers, behind-the-scenes content, or customer shoutouts.

Kenyan Tips:

  • Post new stock every Friday evening - when youth are prepping for weekend shopping.
  • Share customer testimonials or delivery photos to build trust.
  • Use countdowns for flash sales: "🔥 3 hours left for 20% off!"
tip

🚫 Avoid spam.Use this features sparingly, Keeping it relevant and occasional.

💬 Step 6: Build Trust Through Consistent Communication​

Trust is your currency. Earn it daily.

Best Practices:

  • Respond promptly and politely.
  • Use voice notes or short videos to explain products.
  • Share delivery updates, thank-you messages, and feedback requests.

Kenyan Realities:

  • If a rider delays, update the customer early.
  • If a product is out of stock, suggest alternatives.
  • If a customer is loyal, offer a small discount or a freebie.
tip

Trust leads to referrals.Referrals leads to growth.

🔗 Bonus: Link WhatsApp to Your Website or Socials​

A large demographic of the kenyan population use WhatsApp on the daily, adding a link to your WhatsApp business profile on your websites or socials makes it easy for customers to reach you.

🔗 How to Do It​

  • Add a "Click to Chat" button on your blog, Instagram bio, or Facebook page.
  • Use wa.link to create short, branded WhatsApp links.

📲 Examples:

  • wa.link/janjezphotography - Directs customers to Janjez Photography Chat
  • wa.link/thriftedbytasha - Opens chat with your thrift shop
tip

💡 You can even print QR codes for posters, flyers, or packaging.

📊 Advanced Tips: Scale Like a Pro​

Once your WhatsApp Business is up and running smoothly, here's how to level up.

1. Use WhatsApp Web for Faster Replies - Type faster, manage chats better, and access files easily.Perfect for businesses with high message volume.

2. Integrate with Delivery Services - Partner with local riders or apps like Sendy, PickUp Mtaani, or Glovo.Share tracking updates via WhatsApp.

3. Track Sales and Customer Behavior - Use labels to monitor repeat buyers.Note which products get the most inquiries. Adjust your catalog and marketing based on trends.

Example: If "Ladies' Heels" get 80% of inquiries, make them your flagship product.

Final Thoughts: WhatsApp Is Your Hustle's Secret Weapon​

In Kenya, WhatsApp is the most popular communication tool,this brings in an business opportunity for entrepreneurs to leverage. Done right WhatsApp can elevate any business to heights it could never reach traditionally.

The opportunities are limitless.Best of all is that WhatsApp is free, familiar, and powerful.So whether you're selling clothes, offering services, or running an online business - WhatsApp Business helps you stay professional, organized, and emotionally connected to your audience.