As eCommerce companies have limited physical customer interaction, it is important that they make their online interactions instant, easy and powerful. Platforms like WhatsApp business app allow businesses to do just that.


The Whatsapp Business API has opened up a new avenue of customer engagement for eCommerce businesses.

Here are some ways e-commerce businesses can integrate WhatsApp into their communication strategy.

1. To acquire new customers

The WhatsApp API offers a great opportunity to offer advanced chatbots and opt-ins to capture leads on your store.

On-site Chat:

Instead of an on-site assistance bot waiting in the corner of the site, you can create a WhatsApp chat bubble or button to invite website visitors to engage with you. You can further create bots to capture leads and assist visitors with the buying process.

Notification opt-ins:

This way you allow potential customers to receive notifications, news and updates via a channel they check and use frequently. For E.g. your lead can sign up to receive a notification when a product is back in stock or there’s a price drop!

Campaign ads CTA:

Campaign ads CTA: 

A great way to drive acquisition is to use the click-to-WhatsApp marketing approach in your paid campaigns. That is, when prospects click on your Facebook or Google ad, instead of a landing page, they will be invited to a WhatsApp conversation that engages them right of the bat, in a familiar environment.

​2. To offer a great post-purchase experience

​WhatsApp Business API’s real power lies in the programmatic notifications you can send through it. Once customers make a purchase and allow (or select this as the preferred way to receive notifications) your business to send them notifications, you get a potent tool to offer a great post-purchase experience to your customers.

Here are a few ways eCommerce businesses are levelling up their post-purchase customer experience using Whatsapp.

​Order Updates:

Ecommerce businesses traditionally use email and SMS to send order-related information. WhatsApp API has opened up a new channel for businesses while making it more convenient for buyers. With the help of the API, you can send various order updates to the customers to their favourite messaging channel.

​Delivery Tracking:

Using GPS for live location sharing has always been a useful feature on WhatsApp. You can now implement live location sharing for your customers to locate their deliveries with WhatsApp Business API.

This will be particularly useful for e-commerce businesses, as the customers will be able to live track the package without switching between apps.

​Personalised Recommendations:

Sending personalized product recommendations is a great way to increase LTV while positively engaging with your customers. WhatsApp API allows you to send product recommendations and

To Collect Feedback:

The WhatsApp Business API helps you reach your customers through their most used messaging app, and gather instant feedback through their replies. Leverage the data you receive to better understand your customers through more reliable reporting based on a larger pool of responses.

Enable Loyalty Program Engagement :

Customer Loyalty programs are a great way to reward your customers to increase your sales. Through Whatsapp Business API, customers can easily use the app to track and manage their loyalty points. They can also look up personalized offers, search for rewards and acknowledge targeted notifications on the go.

3. To extend your customer support on WhatsApp

​Direct messaging applications, including WhatsApp, have become indispensable tools for achieving consumer satisfaction. Global trends are developing a tendency towards 1:1 customer service over peer-to-peer messaging platforms.