WhatsApp Marketing 101: The Ultimate 2025 Guide for Ecommerce

WhatsApp marketing is a powerful tool that directly engages customers, boosts sales, and builds lasting relationships.

Unlike one-way tactics like social media ads, search engine promotions, SMS, and emails, WhatsApp adds a human touch, taking your eCommerce business one step closer to “conversational marketing”. With features like that, we believe this is a must-have approach for today’s online stores.

Looking to kickstart marketing on WhatsApp? Keep scrolling through. Here’s your guide to getting started with WhatsApp marketing tools and solutions!

What is WhatsApp Marketing?

WhatsApp marketing is a way for businesses to connect and market directly to customers via the WhatsApp app. It lets brands share updates, offer support, and run promotions to customers, creating instant, direct connections.

WhatsApp marketing is usually associated with accessible communication and personalization. You can send messages directly to potential or existing customers and tailor your messages to each customer’s preferences and past activity.

Examples of popular WhatsApp marketing messages. Image source: WebEngage

Why Should Online Businesses Use WhatsApp for Marketing?

WhatsApp marketing thrives in India (596.6 million users), Brazil (139.3 million users), the United States (91.3 million users), Germany (51.9 million users), and many more countries. Since people use the app daily to chat, it’s the perfect space for businesses to connect with engaged customers. Here are some impressive statistics on WhatsApp usage:

• WhatsApp has more than 2 billion users worldwide.
• Over 100 billion messages and 100 million voice calls are made through WhatsApp every day.
• The average user opens WhatsApp 23-25 times a day.

Speaking of more reasons to use WhatsApp for marketing, did you know:

• People in the UK and the U.S. think WhatsApp is the easiest method to contact a business.
• WhatsApp is one of the five most popular channels for product discovery for the APAC population.
• Open rates on WhatsApp reach 98%. This means your promotions or exclusive deals sent to customers won’t stay in the spam.
• WhatsApp’s conversion rates peak at 45% to 60%, and it’s a true haven for any online business.

It’s time to elevate your online store with WhatsApp marketing - your next big growth opportunity. Don’t know where to start? We’ve got you covered. Let’s jump straight into making WhatsApp work for your business!

How to Use WhatsApp Marketing Tools to Boost Your Business?

To begin with WhatsApp marketing for eCommerce, you need a WhatsApp Business account - not a personal phone number - to connect directly with customers, offering updates, promotions, and personalized support. Unlike email or SMS, WhatsApp allows real-time, conversational interaction that strengthens relationships and engagement.

What is WhatsApp Business? WhatsApp Business is a version of WhatsApp specifically designed for businesses to communicate with customers. It provides features like automated messages, quick replies, and product catalogs, allowing brands to engage directly with customers, offer support, and promote products. Unlike the standard app, WhatsApp Business enables companies to create a verified business profile with essential details like location, hours, and website links, making it a powerful tool for personalized, real-time communication and building customer relationships.

How to build a business profile on WhatsApp:

• Install app: Download WhatsApp Business app from the Play Store or App Store.
• Register: Provide your phone number and verify it with a code.
• Grant permissions: Allow access to your contacts, photos, and files.
• Create an account: Fill in your business name, category, and profile picture.
• Build your business profile: Add details like address, description, and hours.
• Start chatting with customer: Search for or select a contact to begin messaging

Here’s a complete video guide to starting a business profile on WhatsApp:

Once you’ve built your business profile, you can start marketing with WhatsApp. Here are some practices:

• Integrate WhatsApp with other channels or tracking platforms like Google Analytics 4. This would help you track specific metrics, including open rates, delivery rates, and more. However, you cannot directly link WhatsApp to another platform. This can only be done by using a third-party app. We recommend you consider Dondy - A top-tier WhatsApp marketing platform, and we’ll discuss more in the following sections.
• Customize the WhatsApp message templates according to your business requirements (updates, discounts, order tracking, etc.). Along with WhatsApp templates, you can employ the WhatsApp chatbot. However, it is only available in certain countries (Brazil, the U.K., the Philippines, Bolivia, Guatemala, and Paraguay) and English language.

Example of a WhatsApp message. Image source: Wati

• Set behavior-based triggers. This helps with performance marketing activities such as cart abandonment, customers’ milestones (birthday, anniversary, etc.), or your brand’s special discounts.

That’s the basics of WhatsApp marketing. Now, we’ll take you to the use cases and brands that applied the strategy well.

Use Cases of WhatsApp Marketing for eCommerce

Ecommerce businesses can use WhatsApp marketing for several cases, including:

• Automated lead generation
• Promotional broadcasts
• Abandoned cart reminders
• Pre, post, and during-purchase support
• Order and shipping updates

Automate Lead Generation

Benefits of using WhatsApp API for Lead Generation. Image source: ChatDaddy

With a click-to-chat feature, you can encourage store visitors to interact with your business on WhatsApp, similar to how live chat works to gather visitor information. The WhatsApp Business API can automate interactions to collect specific information from leads for personalized follow-ups later.

An example of WhatsApp marketing message. Image source: RADICA

Broadcast Promotions for New Launches, Sales, and Discounts

WhatsApp's broadcast feature lets you send updates about ongoing and upcoming sales, discounts, and deals to keep customers engaged. Automated broadcast campaigns can be scheduled to promote and remind customers of your offers.

Speaking of promotions and campaigns, don’t forget to make your landing pages, discounts, and special deals stand out before sending them to WhatsApp customers. Check out a few examples for reference right below:

• BFCM demo store:

Discounts for BFCM demo. Image source: Foxify Demo

• Seasonal sales template:

Seasonal promotions built by Foxify. Image source: Foxify Demo

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Automate Abandoned Cart Reminders

Ecommerce businesses often face a 69.9% cart abandonment rate. With WhatsApp Business API, you can automate reminders to reach consumers about the products and offers left behind. Also, the tool lets you offer exclusive discounts to encourage purchase completion.

Offer Customer Support Before, During, and After Purchase

WhatsApp’s conversational interface simplifies providing customer support to online shoppers, addressing their concerns before, during, and after a purchase. Brands like Nestasia have achieved a 200% increase in support efficiency using WhatsApp Business API automation.

Customer support and catch-up via WhatsApp. Image source: Rasayel

Automate Order Status and Shipping Alerts

Over 70% of online shoppers want proactive notifications about their order status. Integrating your business account with a logistics aggregator via WhatsApp Business API allows you to send out order status and shipping alerts to customers, reducing anxiety and improving customer satisfaction.

An automated WhatsApp message for shipping status and order alerts. Image source: Trengo

Brands That Use WhatsApp Marketing

Absolut Vodka: Doorman at the Party

Image source: SocialEpoch

Absolut Vodka wanted to create excitement for their limited-edition vodka launch in Argentina. So, they ran a WhatsApp marketing campaign with a fun twist by introducing Sven, a made-up party doorman.

During this campaign, fans sent creative messages, photos, and videos, which sparked massive engagement. Unsurprisingly, Absolut Vodka generated 1,000 user-submitted entries, over 600 new contacts, and extensive social media buzz in just 3 days. Beyond anything, all those achievements came from a single phone and SIM card.

What eCommerce businesses can learn from Absolut Vodka’s WhatsApp marketing campaign:

• Connect directly with customers through WhatsApp to offer exclusive, fun experiences or promotions. Brands can personalize their interactions with customers by doing this, boosting their satisfaction and loyalty..
• Launch limited-time events or offers that make customers feel special, similar to how Absolut created a “VIP party” vibe with their campaign.
• Always encourage UGC content. This authentic content with photos and videos would be the best material to promote your brand.
• A successful campaign doesn’t require a complex setup. Keep it straightforward. One phone and a creative idea can go a long way.

Environmanly: Everlasting Engagement via WhatsApp

Image source: Environmanly

Environmanly has effectively used WhatsApp marketing tools to keep customers informed and create lasting engagement. They broadcast updates, share personalized messages, and reconnect with past customers via the smart chatbox. Beyond that, the brand claimed WhatsApp was extremely helpful for building a personalized experience.

Getting Started with WhatsApp Marketing on Shopify

WhatsApp offers numerous benefits to businesses, bringing back conversational elements to online shopping journeys. To tap into its potential, you should start with eCommerce WhatsApp marketing today.

For Shopify users ready to tap into WhatsApp marketing, tools like Dondy offer powerful solutions for automating messages, lead generation, and customer support.

🌟 Dondy is available on Shopify App Store with thousands of other tools to make your eCommerce business successful. Check it out today. And if you haven’t got a Shopify store? FoxEcom has the best deal just for you - $1 for your first month! Grab it today and start embracing your online presence!

Why Choose Dondy for WhatsApp Marketing Automation?

Dondy stands out as a market leader for WhatsApp marketing solutions. Here’s why you should consider Dondy for your Shopify store:

• User-Friendly Interface: Dondy offers an intuitive dashboard that simplifies the management of WhatsApp campaigns.
• Advanced Automation: Automate lead generation, abandoned cart reminders, order status updates, and more.
• High Open Rates: WhatsApp campaigns via Dondy enjoy higher engagement rates, ensuring your messages reach and resonate with customers.
• Comprehensive Support: From setup to ongoing support, Dondy provides excellent customer service to ensure you maximize the potential of WhatsApp marketing.

Image source: Dondy

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WhatsApp Marketing: Frequently Asked Questions

Can WhatsApp be used for marketing?

Yes, with the launch of the WhatsApp Business API, you can send marketing messages directly to customers. These include promotional broadcasts, order alerts, abandoned cart reminders, and customer support.

Is WhatsApp a good marketing tool?

Yes, WhatsApp is a great tool for marketing. With billions of people using it daily, it’s perfect for businesses wanting to connect with customers while adding a human touch. Messages sent through WhatsApp are direct and conversational. They make customers feel seen and appreciated.

What is WhatsApp marketing automation?

WhatsApp Marketing automation is a process that automates customer interactions and marketing tasks on WhatsApp. It enables businesses to send instant replies, schedule messages, segment audiences, and track engagement without manual effort. With tools like Dondy, businesses can set up automated messages for abandoned carts, order updates, and promotional broadcasts, making it easier to connect with customers at the right time.

What is the difference between WhatsApp Business and WhatsApp API?

The WhatsApp Business app is designed for small businesses needing one-on-one customer communication. In contrast, the WhatsApp Business API is for larger brands requiring scalable customer communication with automation for marketing, customer service, and support.

What is the difference between a group and a broadcast group?

A WhatsApp group is a chat where all members can see and participate in the conversation. A WhatsApp broadcast sends messages to multiple recipients privately, where recipients cannot see each other.

Can WhatsApp broadcast recipients see each other?

No, broadcast recipients cannot see each other. Broadcasts send messages to lists of recipients (such as existing customers and subscribers), similar to email marketing lists, ensuring recipient privacy.