Rather.chat, a leader in chat commerce and customer engagement solutions, has called on South African businesses to urgently prioritise secure WhatsApp integration, warning that hesitation is costing companies opportunities, efficiency, and customer trust.

“WhatsApp is the most widely used communication platform in South Africa, yet many businesses remain reluctant to integrate it formally,” says Jonathan Elcock, co-founder and CEO at rather.chat. “This hesitation is not only misplaced but dangerous. End-to-end encryption makes WhatsApp far more secure than web forms or email. The real risk lies in how companies are not using it correctly; where staff default to their personal WhatsApp accounts to finalise client transactions unbeknown to the company, which puts sensitive customer data at risk and undermines compliance.”

Sectors such as property finance, vehicle sales, and insurance already rely heavily on WhatsApp for customer engagement, but often without the proper usage frameworks in place. “If a salesperson’s phone is stolen, dozens of customer records can be compromised,” Elcock explains. “When companies implement verified WhatsApp Business API accounts, linked to CRM systems and brand-verified channels, the results are powerful: customer trust improves, compliance is protected, and deal closure rates increase measurably.”

There is already plenty of compelling data around this: businesses that adopt WhatsApp integration see response times double, lead drop-off rates fall, and conversion rates rise. 

“WhatsApp conversations deliver a 50% uplift in lead conversion, with a 62% improvement when instant information is available,” Elcock adds. “Companies that ignore WhatsApp are not avoiding risk - they are creating it, both through shadow usage by staff and through appearing out of step with how customers want to engage.”

Looking ahead, WhatsApp’s role in enterprise operations will only expand. Global markets such as Brazil and India are already integrating payments, AI-driven chatbots, and full-service commerce channels into WhatsApp. 

“South African companies that act now will be better positioned to adopt these advancements quickly,” Elcock concludes. “The future of customer engagement is conversational, and WhatsApp is at the centre of it. Secure integration is no longer optional; it’s a strategic imperative.”