This blog was updated on 02 May 2025, for more information connect with our team: https://www.easystore.co/contact 

How to Grow Your E-commerce Business with WhatsApp

With over 2 billion users across more than 180 countries, WhatsApp is one of the most widely used messaging platforms today. 

While many businesses already use it to engage customers, WhatsApp can also be a powerful tool to drive e-commerce growth.

This article explores how you can leverage WhatsApp to increase sales, improve customer communication, and build stronger customer relationships for your e-commerce business.

WhatsApp Business vs WhatsApp API: Which is Right for E-commerce?

Avoid using a personal WhatsApp account for your store. Here’s why:

• Personal accounts only support one user at a time, making it difficult to manage multiple conversations.

• They don’t scale well as your business grows.

• A business account adds credibility and builds brand trust.

Instead, consider using WhatsApp Business, WhatsApp API, or WhatsApp Business API. 

These tools are designed for businesses and include features like broadcast messaging, automated replies, and template messaging.

Why WhatsApp Works for E-commerce

Personalized Communication

Unlike email or phone calls, WhatsApp allows for real-time, 1-on-1 interaction. 

This helps humanize your brand and gives customers a more personal experience, similar to chatting with a friend.

Strengthening Customer Relationships

With a large user base and global reach, WhatsApp is ideal for building stronger connections with your audience. 

According to surveys, 55% of people feel more personally connected to a business when they can message them directly.

Advanced Business Features

WhatsApp offers several features to support e-commerce operations:

• Broadcast Messaging

Send bulk messages to up to 256 contacts at once. Each message appears personal and private to the recipient. Use it to announce promotions, product launches, or store updates.

• WhatsApp Groups

Ideal for discussions and community-building. Messages are visible to all members and managed by group admins.

• Automated Messaging

  • Greeting Messages: Automatically respond to new or inactive chats.

  • Away Messages: Inform users you're unavailable outside working hours.

  • Quick Replies: Use predefined responses to save time on common questions.

Messaging is Preferred Over Calls

Studies show that over 58% of consumers prefer texting a business over calling. 

The reasons include faster responses, more helpful replies, and greater confidence in the interaction.

Cost-Effective Marketing

The WhatsApp Business app is free and packed with features suitable for startups. 

If you require more automation or integration, the paid API options are still relatively affordable for most businesses.

Getting Started: Creating a WhatsApp Business Profile

1. Download the WhatsApp Business app from the Apple App Store or Google Play.

2. Register your account using a phone number and 6-digit verification code. 

3. Set up your profile with your business name, category, and profile image. 

4. Add business info like your location, description, and operating hours. 

5. Start chatting with your customers. 

If you're working with a WhatsApp Business Solution Provider (BSP), the setup may differ slightly based on their system.

How to Use WhatsApp in Your E-commerce Operations

Customer Support

WhatsApp enables quick and direct communication with customers, helping you resolve issues promptly and strengthen your brand’s reputation for responsive service.

Taking Orders

Share product images, prices, and details via chat. Set up a product catalog for customers to browse items directly within WhatsApp. 

You can also use menu-based or keyword-based chatbots to guide users through the purchase process.

Source: Landbot.io

Abandoned Cart Recovery

The average cart abandonment rate is 69%. 

Instead of relying solely on email (which has low open and click-through rates), send WhatsApp messages to recover sales more effectively. 

Use templates for speed and consistency.

Transaction Confirmations and Order Updates

Notify customers about payment confirmations, shipping updates, and delivery statuses through secure, encrypted messages.

After-Sales Support

Follow up with customers post-purchase to ensure satisfaction. This builds loyalty and encourages repeat business.

Collecting Feedback

Ask for feedback directly through WhatsApp. It’s faster than web forms and shows customers that you value their input.

Automating FAQ Responses

Use WhatsApp chatbots to handle common queries such as shipping timelines, return policies, or payment methods. 

This saves your team time and offers immediate answers to customers.

WhatsApp Best Practices for E-commerce

Add a Chat Widget to Your Website

Instead of just listing your WhatsApp number, embed a chat widget so visitors can instantly message you without saving your number.

Source: NovoChat

Install a chat widget in your website to easily capture website visitors

Use Chatbots Wisely

Chatbots can automate basic tasks, freeing up your team for more complex issues. 

However, always maintain a human touch in your conversations to build trust.

Source: WATI

Avoid Spamming Customers

Use WhatsApp to enhance customer experience — not to overwhelm them. 

Sending daily updates or promotions may drive users to block your account. 

Focus on relevance and timing.

Final Thoughts

WhatsApp offers a powerful, cost-effective, and customer-friendly way to boost your e-commerce performance. 

Whether you're just starting out or scaling operations, integrating WhatsApp into your strategy can help improve conversions, support, and customer loyalty.

Ready to grow your e-commerce business with WhatsApp?

Make Customers Love Buying From You

EasyStore empowers your brand to prioritize customers and enhance their experience, creating a unified customer experience (UCX) that makes customers love buying from you.

Over 50,000 brands have grown their businesses by embracing unified customer experiences (UCX) strategy through EasyStore across multiple sales channels - online store, retail outlets, marketplaces, and social media, ensuring consistency in product and service offerings for a seamless shopping journey.