Is WhatsApp the best way to follow up on leads?

The answer is simple: no! Nothing beats a face-to-face conversation, and if that’s not possible, a phone call comes next. Data from Walcu at Ligier Store Doesburg – Experience Center shows that spontaneous showroom visitors convert the best. Next is a phone appointment, then WhatsApp. Then comes a long gap, followed by email and SMS.

Still, you can’t do without WhatsApp in the mix for online lead follow-up and store accessibility. It offers a lot of value, as I recently discovered.

Direct engagement

I saw that someone called the store this morning at 7:24 AM. Even our backup, CARMEN Automotive BDC, wasn’t active at that hour. The call wasn’t answered. The customer didn’t get a direct reply on their preferred channel but did receive a WhatsApp message. They responded and booked an appointment for this Saturday at 3:00 PM. Without the WhatsApp automation in Walcu, this customer would’ve had to call again after 9:00 AM, or the sales team would’ve had to check the logs. Instead, a simple WhatsApp message solved it – soon to be automated with Novaco AI (formerly AutoChat) and Walcu.

Missed calls

We use WhatsApp for missed calls and every incoming lead. First, we call via Calldrip. Then the customer gets an email and a WhatsApp message. If the customer doesn’t answer but replies on WhatsApp, that becomes the primary communication channel. If they pick up the phone, that remains the primary channel.

WhatsApp is great for evening follow-ups. For buyers who prefer not to call but still want to engage, it’s crucial—much like the messaging center on Marktplaats: informal and fast, just what today’s customer expects.

Some car portals, like Autotrack and Autoscout24, have a CTA (Call to Action) button that links directly to a WhatsApp chat. But our 2024 stats show that this is not necessarily the strongest way to start a conversation. Most sales still begin with a phone call initiated by the customer, followed by a completed form, a showroom visit, and only then a WhatsApp conversation.

In short: WhatsApp should be a key part of your lead follow-up process. With tools like AutoChat’s WhatsApp automation in lead management systems like Walcu and LEF, it’s become indispensable. Is it the best way to follow up? That depends on the customer. If you get to choose, go for the conversation.