An advantage of WhatsApp Business as customer service is that you don't have to respond to customers within a few seconds. You can take your time to answer a customer's question. It's smart to make the most of this by personalizing messages to your customers. You can use emojis if it fits your business, but you can also format your text. WhatsApp added this option a few years ago.

You can format your text by typing a message, selecting the text (or part of it), and then clicking through to the formatting options (italic, bold, strikethrough, or monospace). Want to format your text while typing? Then you can use these characters:

Italic: _ _

_Wappy_

Bold: * *

*Wappy*

Strikethrough: ~ ~

~Wappy~

Monospace: ``` ```

```Wappy```

It is important to think not only about the formatting of your automated messages. The rest of the conversation with customers is just as important! You can personalize a conversation by carefully reading what a customer is asking you and responding to it, but also by using photos, videos, emojis, GIFs, and stickers.

Do keep in mind that within these chats, you should consider the image of your company. If your company's Tone of Voice is playful, humorous, and/or informal, then using the aforementioned options fits your company. If your company primarily presents itself in a formal and businesslike manner, it may be wise to stick to personal messages and photos or videos for explanations.