How to increase sales in retail using WhatsApp Business Platform

Customers expect their retail experience to be smooth, convenient and personalised, whether they’re shopping online or in store. That means businesses need marketing channels that make it easy to share relevant offers, answer questions and encourage customers to buy.

The WhatsApp Business Platform allows retailers to deliver these messages through a channel many of their customers already use to communicate with friends and family – one that boasts open rates of up to 98%. 

In this guide, we’ll explain how you can use the WhatsApp Business Platform to increase sales and deliver more engaging marketing campaigns. 

Key takeaways

• The WhatsApp Business Platform helps retailers engage customers with personalised promotions, rich media and interactive messaging.
• Features such as chatbots and personalised offers make it easier to guide customers from discovering a product to purchasing it.
• Integrating WhatsApp with your CRM and e-commerce platform helps you automate campaigns, deliver more relevant marketing messages and improve the customer experience.

What we’ll cover

• Frequently asked questions
• Does WhatsApp marketing work for retailers?
• How can the WhatsApp Business Platform help retailers increase sales?
• Get started with the WhatsApp Business Platform

Does WhatsApp marketing work for retailers?

One of the biggest advantages of the WhatsApp Business Platform is its ability to engage customers. Compared with traditional email and SMS campaigns, it offers higher open rates and stronger engagement, making it well-suited to retail marketing.

Metric	Email	SMS only	Rich messaging (including WhatsApp)
Typical open rate	Around 25%	Around 95%	95%
Typical customer response time	Hours to days	Minutes	Minutes
Typical click-through rate	3–5%	15–20%	20–30%
Typical conversion rate	2–5%	10–30%	20–35%

Figures reflect industry benchmarks available in 2026. Success varies depending on audience, campaign type and sector. Sources: Mailchimp, GetResponse, GDMA International Email Benchmark and Drip.

How can the WhatsApp Business Platform help retailers increase sales?

Send rich marketing messages

The WhatsApp Business Platform supports much more than text messages. Images, videos, product carousels, GIFs, audio, location sharing and interactive buttons help retailers create more engaging campaigns that encourage customers to take action.

Rich media is particularly effective for promoting new products, seasonal sales and limited-time offers. You can also include links to personalised product recommendations, making it easier for customers to move from browsing to buying.

Features include:

• Images
• Video
• Audio
• GIFs
• Product carousels
• Call-to-action buttons
• Quick replies
• Location sharing

Create automated customer journeys

Chatbots can answer common customer questions instantly, helping shoppers get the information they need without waiting for a member of staff. This improves the customer experience while allowing your sales and support teams to focus on more complex enquiries.

Retailers also use chatbots to support cross-selling and upselling. For example, once a customer has shown interest in a particular product, a chatbot can recommend complementary items that match their purchase.

Send personalised offers and discount codes

Personalised discounts and promotional codes are an effective way to encourage customers to complete a purchase or visit a physical store.

Using the WhatsApp Business Platform, every message can be tailored to the individual customer. Sending relevant offers based on previous purchases or preferences helps create a more personal shopping experience while encouraging customers to return. 

Get started with the WhatsApp Business Platform

If you’re looking to make your retail marketing more engaging, the WhatsApp Business Platform offers a reliable way to reach customers at the right time, within a platform they already trust. 

Ready to make WhatsApp a key part of your retail marketing strategy? Start your free trial with Esendex today and see how the WhatsApp Business Platform could support your next campaign.