WhatsApp support does not read like email support, and treating it like email is the fastest way to make it feel cold. Customers message the way they message their friends: short, informal, sometimes impatient. Meeting that expectation is most of the job.
Shorter is almost always better
A three paragraph explanation that would be normal in an email feels like a wall of text on WhatsApp. Break it up. Answer the actual question first, then add detail only if it is needed.
Speed matters more here than anywhere else
Customers on WhatsApp expect a reply in minutes, not hours. If an answer will take longer to find, say so immediately rather than going quiet. "Checking on this now, back to you in a few minutes" keeps the conversation alive.
Voice notes and media have a place
A quick voice note can explain something faster than typing it out, especially for older customers who are more comfortable talking than typing. Use it when it genuinely saves time, not as a gimmick.
Know when to move the conversation
Not everything belongs on WhatsApp. Anything involving sensitive account details or a lengthy back and forth is often better handled by phone or email, and it is fine to say that directly to the customer.