WhatsApp for retail ideas to elevate your business in 2025

Online retailers are noticing a growing trend: customers frequently abandon their carts. Despite enticing products and competitive prices, they lose sales due to a lack of follow-up.

However, retailers can bridge this gap effectively by employing the WhatsApp Business API. With automated reminders and personalized messages, retailers can reach out to customers who left items behind, asking if they need assistance. It not only increases sales but also strengthens customer relationships.

Additionally, with 98% message open rates and a highly interactive nature, WhatsApp Business offers advanced CX and order management features.

Read on as we explore how to use WhatsApp for retail, from lead generation to customer retention, and boost your ROI with smart strategies.

Why do retailers need WhatsApp?

The global retail market size reached USD 30,092.3 billion in 2024 and is anticipated to reach USD 48,867.9 billion by 2033.

Let's look at how WhatsApp can help retailers stay relevant in this highly competitive market:

Enhance customer engagement

Customers who receive messages from a brand are 7.2 times more inclined to shop than those who don't receive any. Also, these customers are retained for 3 times longer.

WhatsApp presents a direct and real-time communication channel between retailers and shoppers. You can create a meaningful bond with your customers by sending welcome greetings, festive offers, birthday wishes, specially-curated promotions and more.

Additionally, sending real-time order status updates and shipping notifications on WhatsApp can make the customers feel valued and keep them engaged.

Boost conversion rates

Conversion rates in the retail sector refer to the percentage of customers who complete a desired action after engaging with a brand.

Retailers can employ WhatsApp during the consideration and decision stages of the sales funnel. For example, a beauty retailer could provide virtual skin assessments and recommend suitable products based on unique requirements via WhatsApp.

This encourages the customer to transition from a prospect to a buyer.

Additionally, when customers are on the brink of purchasing, WhatsApp can be used to send tailored promotions. This includes offering a limited-time discount on a product a customer showed interest in during their browsing session.

Build brand identity

86% of customers will purchase from brands with an authentic image. This highlights the power of a strong brand image, especially in the retail sector.

While there are many traditional marketing techniques for image building, one highly effective yet lesser-known tool is WhatsApp marketing.

But what is unique about it? Irrespective of the size of your business, communicating with customers on WhatsApp provides a personal touch.

May it be sending personalized product recommendations or introducing a new line of clothing, retailers can build a bond of trust and loyalty by reaching out to customers on WhatsApp.

Seamless shopping experience

Experience is second in importance to price and product quality, according to 73% of consumers. Additionally, 43% of shoppers would pay more for increased convenience.

Retailers can level up the shopping experience of customers by using WhatsApp. You can share product images, catalogs, and even video demonstrations to navigate customers through the buying journey.

Furthermore, features like payment processing and automated order confirmations make it easy for customers to keep a tab on all updates from a single interface.

How to use WhatsApp for retail marketing and sales

There are two ways to use WhatsApp for retail marketing. Either you can create a WhatsApp Business account or partner with a WhatsApp Business API provider.

While both are effective, the latter comes with an added suite of advanced features.

Here are some interesting ways to use WhatsApp for retail:

• Drip campaigns: Retailers can automate targeted messaging sequences to nurture leads over time. From customer onboarding to product launches, use WhatsApp to keep your customers engaged.

• Loyalty programs: Create and manage customer loyalty programs through WhatsApp. Send updates about loyalty points and rewards to encourage repeat purchases.
• WhatsApp ad campaigns: Boost customer acquisition by incorporating WhatsApp into your advertising strategy. Use ads on platforms like Facebook and Instagram that direct users to your WhatsApp chat.

• WhatsApp chatbots: Implement chatbots to deliver personalized recommendations.

Key features of WhatsApp Business for retail

From automating personalized messages to showcasing product catalogs, WhatsApp Business empowers retailers to connect with customers more efficiently. Whether you're managing orders, answering queries, or running promotions, it offers everything you need to deliver a seamless shopping experience.

Here are the standout features that make WhatsApp a game-changer for the retail industry:

1. Automated messages

Retailers can use WhatsApp Business to set up automated greetings for new inquiries or away messages when they are unavailable.

For instance, a retailer can automatically send a welcome message that introduces their brand and shares current promotions. This auto-response feature ensures that every customer feels acknowledged even during peak hours of business.

2. Interactive buttons

Interactive buttons make communicating with customers more interesting. Retailers can create buttons for common actions such as ‘Shop Now’, ‘View Catalog’, or ‘Contact Us.’

These clickable options streamline the customer journey and encourage users to take immediate action without the need for extensive back-and-forth conversation. 

3. Rich media sharing

Rich media sharing is one of WhatsApp Business's most notable capabilities that enables retailers to send dynamic content to their customers.

This includes high-quality visuals and videos that can showcase products in innovative ways. For instance, a retailer might share a video of a new clothing line to boost brand engagement.

4. WhatsApp broadcast lists

Broadcast lists are instrumental for retailers who want to reach multiple customers simultaneously while also retaining a personal touch.

Retailers can use this feature to send messages to multiple recipients without the messages appearing as group chats. Additionally, send targeted promotions or personalized product recommendations by segmenting the audience based on several factors.

For instance, offer a special sale that is only available to past buyers of a particular product line. This will increase sales and build loyalty.

5. WhatsApp Payment

Retailers can streamline the checkout process by enabling smooth purchases straight through the app with WhatsApp Payments.

It improves the shopping experience for customers by minimizing the effort and time required to complete a purchase.

Retailers can utilize this feature to promote limited-time offers or exclusive deals. It will smoothen the instances of impulse buying while reducing transaction friction.

6. WhatsApp Catalog

The WhatsApp Catalog or WhatsApp Shop feature offers retailers the ability to create a digital storefront instantly accessible to customers. This organized product display helps buyers to browse items without having to navigate away from the chat.

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In addition to providing customers quick access to products, a carefully curated catalog enables retailers to effectively display new arrivals or seasonal products.

7. WhatsApp ads integration

Retailers can improve their digital marketing efforts by integrating WhatsApp with Facebook and Instagram advertising.

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You can create "Click to Chat" ads that direct potential customers to conversation threads on WhatsApp. This connection between ads and immediate interaction enables retailers to engage with interested shoppers right at the moment they show interest.

This helps in increasing conversion rates and further driving sales.

8. WhatsApp status

WhatsApp Status is an underutilized feature that can be highly effective for retailers to share

• Limited time offers
• Festive discounts and promotions
• New product launches
• Behind-the-scenes content

Businesses can update their audience with this 24-hour, short-lived content without cluttering individual chats.

9.  Business insights and analytics

For contemporary retailers, making decisions based on data is now essential, not just desirable. WhatsApp Business also provides insights that can guide strategic choices.

Retailers get access to useful analytics like

• Customer engagement levels
• Read receipts
• Message delivery rates

Retailers can use these insights to determine areas for improvement and assess CSAT scores.

10. Integrations

WhatsApp Business offers various integrations with additional platforms that are beneficial for retailers looking to streamline operations.

WhatsApp can be easily integrated with CRM or e-commerce platforms with the help of a business API. This will help retailers increase efficiency by automating several tasks from a single interface, including:

• Importing customer data
• Tracking inquiries
• Managing orders

Top use cases of WhatsApp for retail businesses

Here are the most effective use cases of WhatsApp for retail ideas:

1.  Lead nurturing

Retailers can use WhatsApp to enhance lead nurturing through multi-touch campaigns.

You can maintain prospect engagement and advance them through the sales funnel by developing customized sequences for buyer segments. Then, use the WhatsApp broadcast messaging feature to reach out to potential leads.

Additionally, utilize interactive buttons and contextual auto-replies to provide immediate responses. This increases the efficacy of your WhatsApp campaigns.

2.  Lead generation

Retailers can easily collect lead data, including name and phone number when leads start conversations using WhatsApp web chat or the WhatsApp app.

Even though WhatsApp chat links by themselves might not boost sales, when combined with Facebook and Instagram ads, they can be a powerful tool for improving your WhatsApp advertising strategy.

You can enable shoppers to start a WhatsApp discussion with your company directly from the advertisement by developing click-to-chat campaigns on Facebook and Instagram. Your brand can benefit greatly from this smooth fusion of texting and social media marketing.

Hugg Beverages, a popular D2C venture, partnered with Gallabox to boost lead generation and improve productivity. They integrated a WhatsApp chatbot to cut down on response times and gather relevant data for lead generation.

Additionally, their quiz-to-sample purchases increased by 20% using Gallabox flows.

Here's what Hugg achieved:

3. Customer support

60% of customers are likely to walk away from a brand as a result of a company's slow response.

Retailers can use a WhatsApp chatbot to automate common customer queries and forward critical issues to agents. It cuts down on customer waiting times and equips the customer to solve minor doubts on their own using available resources like FAQs.

For instance, Gallabox offers a WhatsApp shared inbox feature that tags a team member or assigns conversations without having to switch between multiple channels. It boosts customer response rates by 2X.

Thread Bucket Studio, a growing ethnic wear retailer, was facing issues with limited visibility into employee conversations with customers and inconsistent team communications. They partnered with Gallabox to implement broadcast capabilities and automated workflows with chatbots.

This advanced integration led to:

• 50% boost in employee productivity
• 30% growth in customer base
• 20% reduction in marketing spend

4. Retargeting

According to the Baymard Institute, 70% of online retail shoppers abandon their shopping carts on average.

WhatsApp provides a solution to the recurring problem of abandoned carts in retail. Retailers can send personalized messages to users who have added products to their cart but didn’t complete the purchase.

For example, a simple reminder like, “Hey Michael, we noticed you left something behind! Here’s a special discount on your favorite item to help you decide,” can significantly reduce cart abandonment rates.

When paired with customized offers, this simple strategy can persuade customers to finish their transactions.

5. Customer retention

Bain & Company claims that because dedicated customers make larger purchases over time, even a 5% increase in customer retention might result in a profit rise of more than 25%.

Hence, boosting conversions is not the only end result. Real success comes from being able to retain customers. In fact, retaining customers costs you far less than acquiring new ones.

Retailers can use WhatsApp to follow up with customers and encourage them to share reviews on the purchased products. Additionally, you can offer exclusive discounts or loyalty rewards via WhatsApp to encourage repeat purchases.

How to set up WhatsApp for retail: A step-by-step guide

WhatsApp Business App and WhatsApp Business API are two powerful tools that you can utilize to promote your retail store.

Follow these steps to set up WhatsApp business for your retail store:

Step 1: Download and launch the WhatsApp Business App

• It only takes a few simple clicks to download the WhatsApp Business app, which is available for free on the Google Play Store and Apple App Store.
• To launch the WhatsApp Business app, tap its icon. Go through the WhatsApp Terms of Service.

• After you're done, choose Agree and Proceed to accept the terms, and you're ready to go!

Step 2: Register your business

• Choose your country from the drop-down list and click Next after entering your phone number in the suggested box.
• Verify the number before you proceed. Click "OK"
• You will be prompted to submit a CAPTCHA-style verification after selecting "OK."
• You now need to verify your phone number. Enter the code and click "Done."

Step 3: Permit contact and photo access

Grant the WhatsApp Business app access to your phone's address book to add contacts faster.

Additionally, you can also give WhatsApp easy access to your device's files, videos, and pictures.

Step 4: Reactivate your old account if necessary

At this stage, you can restore your account from a Google Drive backup if you have formerly used the WhatsApp Business app.

It's also rather simple to transfer your account details from WhatsApp Messenger to the WhatsApp Business app.

Step 5: Create a profile for your retail business

Simply enter your company name, business category, and add a logo or profile picture to create your WhatsApp Business Profile.

Your business profile is now complete and available for messages.

Despite being free, the WhatsApp Business App has several drawbacks.

• A 256-user WhatsApp broadcast restriction
• The inability to monitor analytics
• Unable to track agent's activity
• Doesn't support integrations like WhatsApp Chatbot

However, you can go beyond these limitations by opting for a WhatsApp Business API. All you need to do is partner with a WhatsApp Business API provider like Gallabox to utilize high-end features.

Here's a detailed guide to get you started using Gallabox!

• To begin connecting your WhatsApp channel with Gallabox, select the "Connect by Yourself" option. Then, enter your company's details here.

• Create a WhatsApp Business (WABA) profile. The information you submit here will be visible to WhatsApp users under your company profile.

• Add your phone number and make sure it is correct.
• Give the account creation process three to five minutes.
• Before proceeding, you must first create a 360 Dialog account. You can use your company email address or your Facebook account to complete this.
• Simply adhere to 360 Dialog's instructions to complete the registration process if you choose to use your company's Facebook account.

• The next step is to decide which WhatsApp Business Account (WABA) to use for your business.
• Enter all relevant credentials and provide consent to Gallabox's integration rights. This step enables smooth communication between your Gallabox and WhatsApp Channel.

• Your WhatsApp number is now successfully linked to Gallabox. Start exploring the cutting-edge features to boost your sales.

Benefits of using WhatsApp for retail

Whether you run an online store or a physical shop, WhatsApp can help you get more repeat customers and improve your marketing and support. Its real-time, personalized communication boosts trust and builds stronger customer relationships at every stage of the buyer journey.

Let's take a look at the key benefits:

1. Personalized outreach

Personalized experiences increase the likelihood of a purchase by 80% for customers.

Retailers can use WhatsApp to interact with customers on a personal level by sending tailored messages based on their shopping behaviors. For example, fashion retailers can send personalized recommendations to customers based on their purchase history or browsing activities.

This creates a more engaging shopping experience and helps in building brand loyalty.

2. Instant assistance

Quick response or speedy service reduces the relevance of pricing, just as efficiency and customer service do. Customers are willing to shell out an average of 19% more for "always quick service," including not having to wait in line or on hold.

WhatsApp allows retailers to provide real-time customer support. Whether it's answering FAQs or offering tips, retailers can cut down on customer wait times by automating queries.

For example, if a customer asks how to take care of a product they have purchased, a retailer can quickly send a guide via WhatsApp.

3. Upselling and cross-selling

According to McKinsey & Company, techniques like cross-selling and category penetration boost sales by 20% and profitability by 30%.

WhatsApp provides an ideal platform for upselling and cross-selling to customers. Retailers can leverage customer interactions to suggest complementary products or upgrades. This goes well with the conversational nature of the medium.

For instance, if a customer is purchasing a smartphone, a retailer can suggest relevant accessories like screen protectors.

It increases the average order values and enhances the overall shopping experience.

4. Secured payment Support

WhatsApp's utility for retail businesses has been further enhanced with the addition of payment tools. Customers can pay right within the chat window thanks to secure payment methods, which expedite the purchasing process.

This simplified checkout process includes quick purchase links that can expedite transactions. For instance, a store can provide a payment link straight to a customer after they have discussed a product and persuade them to complete their purchase without leaving the chat.

This way, retailers can lower cart abandonment rates by reducing friction in the payment process.

5. Simplified order management

WhatsApp Business improves order management procedures, which is advantageous in the retail industry. Following a purchase, retailers can provide customers with immediate order confirmations and updates.

Also, retailers can use WhatsApp to send real-time delivery tracking messages. For instance, the store can send the consumer an automatic message with a tracking link when a shipment is ready for delivery. 

Additionally, automated processes for refunds and returns can quickly address problems and ensure a hassle-free shopping experience.

6. After-sales support

After-sales support nurtures customer relationships and ensures satisfaction. WhatsApp makes it easy for businesses to follow up with customers after a purchase by facilitating an effective feedback loop.

In addition, retailers can include troubleshooting guidance and product recommendations based on customer feedback in after-sales assistance.

For instance, if a consumer expresses difficulty using a feature of the product, you can offer advice or recommend similar items that could improve the UX.

Best practices for implementing WhatsApp in retail

Below are the most effective and unique ways to implement WhatsApp in retail for enhanced ROI:

1.  Dynamic segmentation of audiences

Use dynamic segmentation based on current consumer behavior in place of static categories. Keep track of interactions with past messages or purchase history to customize your offerings.

If a customer frequently buys athletic gear, send them personalized promotions or tips related to fitness. This strategy increases engagement and conversion rates by making sure your messages are timely and relevant.

2.  Use rich media to tell stories

Who doesn't enjoy a good story? Why not use rich media to improve your communications rather than merely texting?

Use images or even voice notes to tell the story behind a product. If you’re launching a new clothing line, share behind-the-scenes videos of the design process or style tips using photos.

This not only grabs attention but also establishes a rapport with your audience, increasing their level of brand loyalty.

3.  Automate customer journeys with interactive messages

Make use of WhatsApp's interactive features to build an automated customer journey. Consider it as having a dialogue that leads customers through the purchasing process.

For example, you can put up a system that allows users to use quick reply buttons to place orders and ask questions about products. This improves the overall customer experience in addition to expediting the purchasing process.

4.  Reduce the number of promotional broadcasts

Retailers can retarget customers with promotional broadcasts that offer exclusive offers or the most recent information.

As of right now, Meta restricts companies to delivering two marketing templates to each client in 24 hours. In case the customer replies, you can send another template message.

However, it is advisable to send limited promotional messages to upkeep customer experiences. Consider the customer's point of view. Even if they have chosen to participate in promotions, retailers must be mindful of their approach.

Make good use of your message scheduling; for instance, when a sale is about to end, send out a meaningful reminder.

5.  Present instant discounts on WhatsApp

One of the main problems of online retail businesses is Return to Origin (RTO). Customers use Cash on Delivery to acquire products, but they decline to pay for them when they are delivered. The business must pay twice for shipping when the order is returned to the facility or store.

40% from 70% of COD orders are returned to the warehouse, which doubles the shipping costs that retailers must pay.

How can it be reduced, then?

Employ this tactic to cut down on COD orders: whenever a customer places an order using COD as a payment option, give them an offer on WhatsApp that entices them to finish the payment in advance, such as a 10% discount if they pay now.

By introducing promotional offers, you can reduce COD orders and RTO losses by converting 40–50% of COD transactions to prepaid ones.

Sattvic Stores, an online retailer selling organic health supplements, was facing a 25% RTO. They partnered with Gallabox to implement high-end WhatsApp features like chatbot, broadcast messaging and shared inbox to reduce RTO.

This resulted in:

• 10% reduction of RTO in 30 days
• Marketing budget reduction by 30%
• Acquired 2000+ customers within 2 months
• Reduced manual agent efforts by 50%

6.  Post the WhatsApp link on social media

A WhatsApp link is a special URL that contains your WhatsApp number and may be shared on any social media network with your followers!

Users who click this link will be redirected to your WhatsApp account, where they can send you a pre-written message that will appear in the chat box.

A WhatsApp link allows you to:

• Invite interested buyers to use WhatsApp to send you direct messages.
• Encourage one-on-one WhatsApp interactions.

Future of WhatsApp in Retail

Global retail e-commerce sales are predicted to surpass 4.3 trillion dollars in 2025, and this amount is anticipated to rise to unprecedented levels in the years to come. This cutting-edge competition calls for retailers to embrace innovative marketing and CX methods.

Here are the top expected trends of WhatsApp in retail to help you stay ahead of the curve:

1. Social commerce expansion

With retailers using WhatsApp's large user base to boost sales, social commerce is poised to take off on the platform.

It's possible that features like "Buy Now" buttons and in-app shopping carts will become standard, enabling users to make purchases without ever leaving the chat window.

Users will be able to find products through social interactions and complete purchases all within the app, thanks to this integration, which will make shopping easier.

2. Augmented reality (AR) integration

Retailers may begin using WhatsApp to offer immersive shopping experiences as augmented reality gains traction.

Imagine if buyers could use the camera on their phone to see how an item of apparel would appear on them or how furniture would fit in their living rooms. Retailers can enable customers to visually "try on" or view things in their surroundings before purchasing using augmented reality features.

3. AI-driven customer support

Artificial intelligence is going to dominate WhatsApp's customer support in the future.

Cutting-edge AI chatbots will offer highly customized recommendations and solutions by learning from past interactions. Furthermore, these chatbots will be able to switch between languages and adapt to cultural nuances for a more advanced CX.

Drive holistic growth with WhatsApp for retail using Gallabox

WhatsApp Business has fueled the growth of many small and large-scale retailers. It has developed into a fully functional channel that companies are using to sell and do business with customers, making it the most effective way to purchase and sell digitally.

If you are a retailer looking for effective ways to incorporate WhatsApp in your marketing initiatives, consider partnering with Gallabox. We offer a wide suite of WhatsApp Business API solutions for lead conversion and customer support. Here are our top offerings:

• Allows retailers to showcase their products using WhatsApp catalog
• Enables cross-selling with tailored product recommendations
• Automates promotional messages using WhatsApp drip campaigns
• Offers secure payments within WhatsApp chat

Book a free trial today to explore our WhatsApp business offerings for the retail industry!

FAQs on WhatsApp for Retail

Can WhatsApp be integrated with existing retail point-of-sale (POS) systems?

Yes, WhatsApp can be integrated with existing retail POS systems using APIs. Many POS providers offer integration solutions or third-party tools that facilitate these connections.

Are there any tools or services that help automate retail processes on WhatsApp, such as order confirmations and shipping updates?

Yes, several tools and services are available, such as WhatsApp Business API and automation platforms like Gallabox. These can help retailers automate processes like order confirmations, shipping updates, customer queries, and more.

How can retailers use WhatsApp for customer retention?

Retailers can use WhatsApp for customer retention by sending personalized messages and exclusive offers to keep customers engaged. Additionally, regular communication through surveys and loyalty programs helps to nurture a strong customer relationship.

Is it possible to run WhatsApp ads for retail businesses?

Yes, you can run WhatsApp ads for your retail business by opening a WhatsApp Business account and connecting it to your Facebook or Instagram page.