Websites · 4 min read
WhatsApp is where UK customers actually reply — set it up properly
Adding a WhatsApp button with a pre-filled message typically lifts enquiries because it removes the two things people hate: composing an email and waiting on hold. Pair it with a short form for people who prefer not to message, use quick replies for your five most common questions, and log every conversation somewhere so nothing is lost in the thread.
By Raja Wahab, Co-founder, Fixby Studios · Updated
Set it up so it converts
- Pre-fill the message with the page context: 'Hi, I'm enquiring about a kitchen rewire.'
- Show it in the header and as a floating button, not buried in the footer.
- Set an away message with a realistic response time.
- Use a business number, so you can hand it to staff without handing over your personal phone.
- Save quick replies for prices, availability, coverage area and deposits.
Don't let it become the only record
The failure mode is a phone with 400 unread chats and no idea who was quoted what. Push enquiries into a simple pipeline — even a shared sheet — so follow-up is a process rather than a memory test.
Raja Wahab is co-founder of Fixby Studios, a Huddersfield studio building websites, SEO, social media and business software for small, owner-managed businesses across West Yorkshire.
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Fixby Studios builds websites, runs SEO and manages social media for small businesses across Huddersfield and West Yorkshire.