In Türkiye, WhatsApp sits at the centre of business. Customers write there, quotes go out there, appointments are made there. The problem is that WhatsApp is a communication channel, not a record system.
Where it is very good
- First contact and quick questions
- Sharing photos and location
- Giving delivery and status updates
- Keeping the relationship warm with an active customer
Where it breaks
It disappears in search: finding a price you quoted three months ago becomes impossible. It can’t be handed over: the phone belongs to one person, and that person is on leave. It doesn’t remind you: a message saying “call in two weeks” doesn’t remind itself. You can’t measure it: how many quotes went out, how many closed, nobody knows.
A healthy setup
- Let first contact stay in WhatsApp
- Write quotes and bookings into a system and send the link through WhatsApp
- Let the call note land on the customer record
- Let reminders go out from the system
Don’t give up WhatsApp; just don’t trust it with your memory.
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