Your customers are already on WhatsApp. They message friends, family, and increasingly, businesses. So why are you still asking them to download yet another app, navigate a clunky website, or wait in a phone queue to place an order?
WhatsApp ordering lets customers browse your menu, choose items, and pay — all within a WhatsApp conversation. No app to download. No account to create. No 15-30% commission to a delivery platform. Just a simple, familiar chat experience that converts.
Why WhatsApp Over Other Ordering Platforms
The Problem with Third-Party Platforms
| Platform | Commission | Customer Owns? | Your Branding? |
|---|---|---|---|
| Deliveroo | 25-35% | They own the customer | Their branding |
| Just Eat | 15-25% | They own the customer | Their branding |
| Uber Eats | 15-30% | They own the customer | Their branding |
| Your own app | 0% | You own them | Your branding |
| WhatsApp Ordering | 0% | You own them | Your branding |
Third-party platforms take a massive cut and keep your customer data. A €10 coffee order on Deliveroo might net you €6.50 after commission. Over a year, that adds up to thousands in lost revenue.
Why WhatsApp Works
- 2+ billion users worldwide — your customers already have it
- No download required — unlike your own app, which 90% of customers won’t bother to install
- 97% open rate — WhatsApp messages get read (vs 20% for email)
- Personal and direct — feels like texting a friend, not a corporate transaction
- Works everywhere — any phone, any country, WiFi or mobile data
How WhatsApp Ordering Works
The Customer Experience
- Customer sends “hi” to your WhatsApp Business number
- Menu appears — a visual catalog showing your items with photos and prices
- Customer taps items to add to cart, selects quantities
- Customer taps checkout — gets a payment link (via Square)
- Customer pays — secure payment processed through Square
- Confirmation message — “Your order is confirmed! Ready in 10 minutes”
- Updates — “Your order is ready for collection!” or “Your delivery is on the way”
The entire process takes under 60 seconds. No account creation, no app download, no learning curve.
The Business Side
- New order notification — you see the order come in on your dashboard or POS
- Order details — items, quantities, special requests, payment status
- Prepare the order — make the coffee, pack the food
- Notify the customer — “Your order is ready!” via WhatsApp
Key Features
WhatsApp Product Catalog
- Upload your full menu with photos, descriptions, and prices
- Organise by category (Hot Drinks, Cold Drinks, Food, Snacks, etc.)
- Update prices and availability in real time
- Seasonal specials and daily offers easily added
Square Payment Integration
- Secure card payments processed through Square
- No additional payment terminal needed
- Funds deposited to your bank account
- Full transaction history and reporting in Square Dashboard
- Support for tips and service charges
Order Management
- Real-time order notifications
- Order queue with preparation status
- Automatic customer updates (order received, preparing, ready)
- Daily/weekly sales reports
Customer Communication
- Automated welcome messages
- Order confirmations with estimated ready time
- Ready-for-collection notifications
- Follow-up messages (e.g., “How was your order? Leave us a review!”)
- Broadcast promotions to customers who’ve ordered before
Who Is This For?
Cafés & Coffee Shops
- Skip-the-queue ordering — customers order on WhatsApp, walk in and collect
- Pre-orders for morning rush — “Send your order on the way, it’ll be ready when you arrive”
- Office orders — entire office orders on one WhatsApp thread, one payment
Restaurants
- Takeaway and collection orders
- Pre-ordering for dine-in (“Table for 4 at 7pm, we’ll have our starters ready”)
- Event catering orders
- Regular customer reordering (“Same as last time”)
Retail & Shops
- Browse products via WhatsApp catalog
- Reserve items for collection
- New stock notifications to loyal customers
Hotels & B&Bs
- Room service ordering via WhatsApp
- Guest amenity requests
- Restaurant pre-booking
- Checkout and billing
How It Compares
| Feature | WhatsApp Ordering | Deliveroo/Just Eat | Your Own App |
|---|---|---|---|
| Commission | 0% | 15-35% | 0% |
| Customer download | None needed | Required | Required |
| Setup time | 1 day | 1-2 weeks | 2-6 months |
| Monthly cost | Low fixed fee | Commission-based | Development + hosting |
| Customer data | You own it | Platform owns it | You own it |
| Branding | Your brand | Platform brand | Your brand |
| Payment processing | Square (low fees) | Platform handles | You build it |
Setting Up WhatsApp Ordering
What You Need
- WhatsApp Business account — free from Meta (Facebook)
- A phone number — dedicated to your business WhatsApp
- Square account — for payment processing (free to set up)
- Product catalog — menu items with photos and prices
- Setup by ITelecoms — we handle the technical integration
Timeline
- Day 1: Menu upload, Square integration, WhatsApp Business setup
- Day 2: Testing and training
- Day 3: Go live
Most businesses are taking orders within 24-48 hours of starting setup.
Costs
- No per-order commission — you keep 100% of the order value
- Square processing fees — standard card processing rates (1.75% per transaction)
- Fixed monthly fee — for the WhatsApp ordering platform
- No hidden fees — no setup charges, no minimum order requirements
Real-World Example: A Day in the Life
7:30am — First orders start coming in. Office workers on their commute send their coffee orders via WhatsApp. “Large Americano, oat milk, extra shot” — the order lands on your screen before they’ve even parked.
8:00am — Morning rush. Instead of a queue out the door, customers are collecting pre-ordered coffees with their name on them. Your team focuses on making drinks, not taking orders.
12:30pm — Lunch rush. A local office sends their regular group order — 8 sandwiches, 4 soups, 8 coffees. One WhatsApp message, one payment. No phone calls, no confusion.
3:00pm — Quiet period. You send a broadcast to your regular customers: “Afternoon special: any pastry + coffee for €5 until 5pm.” 15 minutes later, orders start flowing in.
5:00pm — End of day. You check your Square dashboard: 47 WhatsApp orders today, €680 in revenue, zero commission paid to any platform.
Frequently Asked Questions
Do I need a separate phone for WhatsApp Business?
No. WhatsApp Business can run on your existing phone alongside personal WhatsApp, or on a dedicated device. You can also use it via the web interface on a computer.
Can I still use delivery platforms alongside WhatsApp ordering?
Absolutely. WhatsApp ordering complements platforms like Deliveroo — use delivery platforms for discovery and new customers, but encourage repeat customers to order directly via WhatsApp (saving you the commission).
What if I need to update my menu?
Menu updates are instant. Add new items, change prices, mark items as unavailable — all in real time. No app update required, no printing new menus.
Do customers need to save my number?
No. Customers can message your WhatsApp number directly. But if they save it (or you give them a QR code to scan), it makes reordering even easier.
Can I see order history and customer data?
Yes. Every order is logged with customer details, items, amounts, and timestamps. Use this data to understand your best customers, most popular items, and peak ordering times.
What about delivery?
WhatsApp ordering handles the order and payment. For delivery, you can use your own delivery staff or integrate with a local courier service. The system can collect delivery addresses and pass them to your driver.
Want to set up WhatsApp ordering for your café, restaurant, or shop? Contact ITelecoms — we’ll have you taking orders within 48 hours. No commission, no contracts, no download needed for your customers. See our WhatsApp Ordering service page for more details.