Using WhatsApp Business in LATAM to Build Trust and Credibility

February 23, 2023
Posted in LATAM
February 23, 2023 Jesse Locke

WhatsApp has become an increasingly popular messaging app, with over 2 billion active users worldwide. 

In Latin America, WhatsApp is particularly popular, with over 76% of internet users in the region using the app daily

This presents an opportunity for businesses in the region to leverage the app to connect with customers, build trust, and establish credibility.

How can businesses use WhatsApp Business in LATAM to create more meaningful interactions with customers, and to build trust and credibility with their audience?

We’ll look at some of the unique features of the app that make it a powerful tool for customer engagement, as well as some best practices for using WhatsApp Business effectively. We’ll also provide some statistics on WhatsApp usage in Latin America, highlighting why it’s a platform that businesses in the region simply can’t afford to ignore.

Whether you’re a small business owner, an e-commerce store, or a multinational corporation, WhatsApp Business can be a powerful tool for building trust and credibility with your audience in Latin America and beyond.[/vc_column_text]

What is Whatsapp?

WhatsApp is a popular instant messaging app that allows users to send text messages, voice messages, photos, videos, and other types of media to other users. It was created in 2009 by two former Yahoo employees, Brian Acton and Jan Koum, and was later acquired by Facebook in 2014.

WhatsApp allows users to communicate with individuals and groups, and it can be used on a variety of devices, including smartphones, tablets, and computers. The app uses end-to-end encryption to ensure that messages are secure and private.

In addition to its messaging features, WhatsApp also offers a variety of other features, such as voice and video calling, file sharing, and location sharing. It also has a business version called WhatsApp Business, which is designed to help businesses connect with their customers and manage their interactions more efficiently.

Why is Whatsapp so popular in LATAM?

WhatsApp’s popularity in Latin America can be attributed to several factors. 

Inclusion in ‘Prepaid’ cellphone plans.

Nearly every pre-paid cellphone package in LATAM includes unlimited WhatsApp messaging, where SMS and voice calls will carry an additional fee and limit. This means prepaid users have a very cost efficient way of communicating.

Take a look at the percentage of  Prepaid vs Postpaid users:

Using WhatsApp Business in LATAM to Build Trust and Credibility

© Statista 2023


Ease of number change

Anyone who has spent some time in LATAM will tell you how often phone numbers are changed.

There are several reasons for this:

  • Many people in the region use prepaid phone plans, which require them to purchase credit in advance in order to use their phone. If someone runs out of credit, they may need to purchase a new SIM card or phone number in order to continue using their phone.
  • Additionally, there may be security and privacy concerns that lead people in Latin America to change their phone numbers frequently. For example, some people may be concerned about receiving unwanted calls or messages from strangers, or may want to avoid being tracked by others.
  • Finally, it’s worth noting that there are cultural differences that may lead people in Latin America to view phone numbers differently than people in other regions. In many Latin American countries, for example, it’s common for people to share phone numbers with friends and family members, or to use multiple phone numbers for different purposes.

WhatsApp has a unique feature called “Change Number” that allows users to easily update their phone number without losing their chat history or contacts. When a user changes their phone number, they can simply update their WhatsApp account with the new number, and the app will automatically update all their contacts with the new number. This means that users don’t need to manually update their contacts, which can be a time-consuming and frustrating process.

LATAM focused marketing

Finally, WhatsApp’s popularity in the region can be attributed to the fact that it has been actively marketed and promoted in Latin America, with local influencers and celebrities often endorsing the app and encouraging their followers to use it.


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What is WhatsApp Business, and how does it differ from regular WhatsApp?

WhatsApp Business  offers a variety of features that are designed to help businesses connect with their customers and manage their interactions more efficiently.

Here are some of the key differences between WhatsApp Business and regular WhatsApp:

  1. Business Profile: WhatsApp Business allows businesses to create a profile that includes information about their business, such as a description, address, website, and business hours. This can help customers find and connect with businesses more easily.
  2. Automated Messages: With WhatsApp Business, businesses can create and send automated messages, such as greetings, away messages, and quick replies. This can help businesses manage customer inquiries more efficiently, and can also be used to provide customers with important information, such as order confirmations and delivery updates.
  3. Labels: WhatsApp Business allows businesses to label conversations with customers based on their status, such as new customer, pending payment, or completed order. This can help businesses keep track of their customer interactions and prioritize their responses.
  4. Messaging Statistics: WhatsApp Business provides businesses with messaging statistics, such as the number of messages sent, delivered, and read. This can help businesses track the effectiveness of their customer communications and make adjustments as needed.
  5. Integration with Facebook: WhatsApp Business can be integrated with a business’s Facebook page, allowing businesses to manage their Facebook and WhatsApp communications from a single platform.

How do businesses leverage WhatsApp in LATAM?

Businesses can use WhatsApp Business in a variety of ways to connect with customers, promote their products or services, and manage customer interactions more efficiently:

Customer Service

WhatsApp Business can be used as a customer service channel, allowing businesses to respond to customer inquiries, provide support, and resolve issues more efficiently. Businesses can create automated messages and quick replies to provide customers with helpful information, such as order confirmations, delivery updates, and troubleshooting tips.

Marketing and Promotion

WhatsApp Business can be used to promote products or services, offer discounts or special offers, and provide customers with personalized recommendations. Businesses can create and send targeted messages to specific groups of customers, and can also use WhatsApp’s broadcast feature to send messages to a large group of customers at once.

Sales and Transactions

WhatsApp Business can be used to facilitate sales and transactions, allowing businesses to receive orders, process payments, and provide receipts through the app. This can be particularly useful for small businesses that may not have the resources to set up a full e-commerce platform.

Feedback and Surveys

WhatsApp Business can be used to gather feedback from customers and conduct surveys to better understand their needs and preferences. Businesses can use WhatsApp’s group chat feature to create a community of customers who can provide feedback and share their experiences.

Appointment Scheduling

WhatsApp Business can be used to schedule appointments and consultations with customers. Businesses can use WhatsApp to confirm appointments, send reminders, and provide directions or other helpful information.

Recap: Should I use WhatsApp for conducting business in LATAM?

Whether or not you should use WhatsApp  for your business in LATAM depends on several factors, including your goals, target audience, and the nature of your products or services.

However, there are several reasons why WhatsApp Business can be a useful tool for businesses in LATAM:

Large User Base

WhatsApp is one of the most popular messaging apps in Latin America, with over 76% of internet users in the region using the app. This presents a significant opportunity for businesses to connect with their target audience and reach a large number of potential customers.

Ease of Use

WhatsApp is a user-friendly app that is easy to use and navigate, making it accessible to a wide range of customers in the region.

Low Cost

WhatsApp is a free app that can be used to send messages, photos, and other types of media, making it an affordable option for businesses in LATAM that may not have large marketing budgets.

Customer Engagement

WhatsApp Business allows businesses to create more meaningful interactions with their customers, providing a more personalized and engaging experience that can help build customer loyalty and drive sales.

Customer Service

WhatsApp Business can be used as a customer service channel, allowing businesses to respond to customer inquiries and resolve issues more efficiently. This can help improve customer satisfaction and loyalty.


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Jesse Locke

Jesse Locke

Jesse Locke has been working in digital marketing for over 25 years and is the founder of

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