In a digital age where convenience and connection are key, small businesses are turning to powerful tools to enhance customer service, increase engagement, and boost sales. One standout tool leading the charge is WhatsApp Business, a platform helping entrepreneurs build stronger relationships, manage inquiries, and streamline their operations.
For Chef Uche Annie Uzoka, the visionary founder and creative director of Gourmet Twist, WhatsApp Business has been a game-changer. Known for its handcrafted banana bread, pastries, and Afro-infused meals, Gourmet Twist has become a beloved name in Lagos, Nigeria, and beyond. Since launching in 2017, the brand has captivated food lovers with unique flavors and an innovative culinary touch.
But running a food business isn’t without its challenges. From coordinating with suppliers to managing a growing customer base, the demands can quickly become overwhelming. That changed in 2020, when Chef Uche integrated WhatsApp Business into her operations.
“WhatsApp Business has been instrumental in helping us maintain real-time, personalised customer interactions,” says Chef Uche. “It has made communicating with suppliers easier and streamlined how we process orders.”
From Conversations to Conversions
WhatsApp Business has become a vital part of Gourmet Twist’s communication strategy. With features like catalogs, automated replies, status updates, and labels, Chef Uche and her team have been able to improve engagement and simplify order tracking.
The catalog feature lets customers browse menu items and view images before placing an order, making the process smoother and more visual. Whenever the team shares a new product or time-limited offer via Status, they see a surge in interest and sales.
“Our customers love the ease of just sending us a quick message to place orders or ask questions. It’s direct, fast, and feels more personal,” she adds.
Labels help the team track and prioritize urgent orders and special requests, while quick replies reduce response time for frequently asked questions. By consolidating all interactions into one platform, Gourmet Twist avoids miscommunications and delays that once occurred when using multiple channels.
Building a Loyal Community
Beyond its operational benefits, WhatsApp Business has helped Gourmet Twist nurture a loyal customer base. The brand sends updates and loyalty reminders after every purchase, encouraging repeat business by rewarding customer consistency.
Chef Uche is also exploring WhatsApp Channels to reach VIP customers more effectively. “We currently use broadcast lists for promotions and updates, but with Channels, we can scale our communication without losing that personal touch,” she says.
A Strategic Tool for Growth
What sets Gourmet Twist apart is its intentional use of WhatsApp Business as more than just a messaging app—it’s a full-fledged customer relationship platform. Chef Uche encourages other small business owners to adopt a similar mindset.
“Use WhatsApp Business strategically. Make use of all its features—catalogs, automated replies, labels, and status updates—to create a more personalized and efficient customer experience,” she advises. “Strong relationships are the foundation of loyalty and sales.”
Looking Ahead
As Gourmet Twist continues to grow, WhatsApp Business remains an essential ingredient in its recipe for success. With the right strategy and digital tools, small businesses like Chef Uche’s are proving that they can thrive—even in a competitive marketplace—by staying connected, responsive, and customer-focused.
WhatsApp Business isn’t just a tool—it’s a bridge between entrepreneurs and their customers, helping brands build trust, deliver value, and drive meaningful growth in today’s digital-first world.
