Mastering Conversational Marketing with WhatsApp: A Comprehensive Guide

Conversational marketing has revolutionized the way businesses connect with their customers. It enables personalized, two-way conversations in real-time, allowing brands to engage with their audience on a deeper level. One platform that has become incredibly popular for conversational marketing is WhatsApp. In this comprehensive guide, we will explore what conversational marketing is, how it can be implemented on WhatsApp, and provide examples of successful strategies.

1. Introduction to Conversational Marketing

What is Conversational Marketing?

Conversational marketing is an approach that focuses on one-on-one conversations between businesses and consumers. It aims to engage customers, provide personalized assistance, and guide them towards making informed purchase decisions. Unlike traditional marketing tactics, conversational marketing emphasizes two-way communication, allowing businesses to build relationships with their customers.

The benefits of conversational marketing are numerous. It enables brands to offer real-time support, gather valuable customer insights, and create a more personalized and convenient shopping experience. By leveraging conversational marketing, businesses can shorten the sales cycle, increase customer satisfaction, and foster long-term customer loyalty.

2. Leveraging WhatsApp for Conversational Marketing

Understanding WhatsApp's Role in Conversational Marketing

With its global reach and exceptional user engagement, WhatsApp has emerged as a powerful channel for conversational marketing. 

With its widespread popularity, it offers businesses the opportunity to engage with customers on a platform they are already familiar with and actively use. WhatsApp provides a seamless and convenient way to communicate, making it an ideal channel for personalized conversations and customer support.

Real-time communication is a key aspect of conversational marketing, and WhatsApp excels in this regard. It enables businesses to respond to customer inquiries promptly, provide instant assistance, and guide customers through their shopping journey. With WhatsApp, businesses can offer personalized recommendations, address customer concerns, and ultimately drive conversions.

3. Implementing Conversational Marketing on WhatsApp

Setting Up a WhatsApp Business Account

To get started with conversational marketing on WhatsApp, businesses need to set up a WhatsApp Business account. This specialized account allows businesses to verify their identity, showcase their brand, provide important business information, and engage with customers in a professional manner. Setting up a WhatsApp Business account is a straightforward process and involves confirming the business phone number and creating a business profile.

Creating Personalized Chat Experiences

Personalization is key in conversational marketing, and WhatsApp provides several features to create personalized chat experiences. Businesses can use pre-designed templates to send messages related to order updates, shipping notifications, and more. Additionally, they can leverage custom responses to automate frequently asked questions and provide quick replies to common queries. Through these personalized chat experiences, businesses can enhance customer satisfaction and build stronger relationships.

Leveraging Chatbots for Automation

Chatbots play a vital role in automating conversations and providing instant responses to customer inquiries. By leveraging conversational marketing chatbots, businesses can handle a large volume of customer interactions efficiently, while automating repetitive business processes. Chatbots can be programmed to understand and respond to common customer queries, provide product recommendations, and even process transactions. With the help of chatbots, businesses can streamline their customer support process, save time, and deliver a seamless experience to their customers.

4. Driving Engagement with WhatsApp Broadcasts

The Importance of Interactive Messages

WhatsApp broadcasts provide businesses with a platform to reach a large audience simultaneously. To drive engagement and encourage customer interaction, it is important to use interactive messages. These messages can include options for customers to respond or take specific actions, such as participating in polls, answering questions, or requesting more information. By incorporating interactive elements in broadcasts, businesses can capture customer attention and encourage meaningful conversations.

Crafting Compelling Broadcast Campaigns

When creating broadcast campaigns on WhatsApp, businesses should focus on crafting compelling messages that resonate with their target audience. The content should be informative, engaging, and tailored to the needs and preferences of the recipients. Including personalized elements, such as the customer's name or previous purchase history, can make the messages feel more relevant and increase customer engagement. By delivering valuable content through broadcasts, businesses can build brand loyalty and drive conversions.

Encouraging Customer Engagement and Feedback

WhatsApp broadcasts also provide an opportunity for businesses to gather customer feedback and encourage engagement. By including prompts for customers to reply, rate the business, or share their thoughts, businesses can foster conversations and gain valuable insights. Feedback from customers can help businesses improve their products, services, and overall customer experience. By actively seeking and responding to customer feedback, businesses can demonstrate their commitment to customer satisfaction and build stronger relationships.

5. Customer Support and Shopping Assistance on WhatsApp

Providing Proactive Support

Customer support is an essential component of conversational marketing on WhatsApp. Businesses can provide proactive support by anticipating customer needs and offering assistance before they even reach out. This can be achieved through automated messages that provide relevant information, such as order updates or tracking details. By proactively addressing customer concerns, businesses can enhance the overall customer experience and build trust.

Hannun, the sustainable home furnishings brand, strategically added WhatsApp into its communication platform to enhance operational efficiency and empower proactive customer support, aiding customers in making purchases and exploring new products. As a result, they achieved a remarkable 2X boost in agent productivity and an impressive 6.8% increase in customer satisfaction scores. 

Link: https://www.facebook.com/business/success/hannun

Automating Frequently Asked Questions

Frequently asked questions (FAQs) are a common aspect of customer support. By automating responses to FAQs, businesses can provide instant answers to common queries. This saves time for both the customer and the business, allowing for smoother and more efficient interactions. Automating FAQs also ensures consistency in responses and reduces the burden on customer support agents, enabling them to focus on more complex inquiries.

Empowering Customers with Live Agent Support

While automation is valuable, there are instances where customers require human assistance. By incorporating live agent support into the WhatsApp conversational marketing strategy, businesses can provide customers with the option to connect with a real person. This human touch can be crucial in addressing complex issues or providing personalized recommendations. Live agent support allows businesses to offer a comprehensive customer support experience, combining the benefits of automation and human interaction.

In 2017, KLM made history as the world's first airline to have a verified WhatsApp Business account, enabling customers worldwide to access flight information, check-in notifications, boarding passes, flight status updates, and customer service inquiries in 10 different languages through the official WhatsApp Business application.

This pioneering move aligns with KLM's commitment to being where their customers are, leveraging WhatsApp's extensive user base, and providing a seamless experience for travelers to access information at their convenience, even connecting with KLM's social media service agents 24/7 via WhatsApp.

Link: https://news.klm.com/klm-first-airline-with-verified-whatsapp-business-account/

6. Nurturing Customers and Driving Conversions

Building Personalized Customer Journeys

Conversational marketing on WhatsApp enables businesses to build personalized customer journeys. By understanding customer preferences and behaviors, businesses can tailor their messaging and offers to individual customers. This level of personalization enhances customer engagement and increases the likelihood of conversions. Businesses can leverage customer data to create targeted campaigns, recommend relevant products, and provide personalized incentives to drive conversions.

Re-engaging Inactive Customers

Businesses often encounter customers who have become inactive or disengaged. Conversational marketing on WhatsApp offers an opportunity to re-engage these customers. By reaching out with personalized messages, businesses can remind customers of their previous interactions, offer exclusive promotions, or inquire about their needs and preferences. The goal is to reignite the customer's interest and encourage them to re-engage with the brand.

Utilizing Post-Purchase Automations

Post-purchase communication is a critical phase for customer satisfaction and retention. Businesses can leverage WhatsApp's post-purchase automation capabilities to provide a seamless customer experience. This includes sending order confirmations, delivery updates, and requesting feedback. By engaging customers after a purchase, businesses can gather valuable insights, address any issues promptly, and foster long-term loyalty.

7. Making Payments in Chat with WhatsApp

The Convenience of In-Chat Payments

What would conversational marketing on WhatsApp be, without the ability to enable payments within chat conversations? Businesses can offer a seamless and convenient payment experience to their customers, that reduce friction and enhancing the overall customer experience. 

Streamline Payments, Drive Conversions

To enable payments on WhatsApp, businesses need to integrate with a payment solution. With Clickatell's Transact package, businesses can provide customers with a secure and hassle-free way to complete transactions within WhatsApp. Clickatell, a leading WhatsApp solutions provider, offers a global payment gateway for PCI-compliant payment acceptance on multiple messaging channels. With secure and frictionless payment options within WhatsApp, businesses can build trust and confidence in their customers. The seamless payment process eliminates the need for customers to navigate external payment gateways or share sensitive information outside of the messaging platform. With secure payments, businesses can streamline the purchase journey and drive higher conversion rates.

FlySafair, South Africa's largest low-cost airline, teamed up with Clickatell in 2021 to introduce a WhatsApp customer communication channel, tapping into WhatsApp's popularity among 96% of South Africa's population.

Passengers can send "Hi" to FlySafair's WhatsApp number for flight info, boarding passes, and secure in-messaging payments, including luggage fees. This convenient solution has greatly boosted customer satisfaction, with over 30,000 monthly check-ins, 12,000 flight status updates, and 5,000 live agent chats via WhatsApp.

Link: https://www.clickatell.com/case-studies/flysafair

Enhancing the Customer Experience with Secure Payments

In-messaging payments not only provide convenience to customers but also enhance the overall customer experience. By offering secure and frictionless payment options within WhatsApp via Clickatell's Chat 2 Pay solution, businesses can instill trust and confidence in their customers. The seamless payment process eliminates the need for customers to navigate external payment gateways or share sensitive information outside of the messaging platform. With secure payments, businesses can streamline the purchase journey and drive higher conversion rates.

8. Best Practices for Conversational Marketing on WhatsApp

Keep Conversations Natural and Personal

When engaging customers on WhatsApp, it is important to keep conversations natural and personal. Businesses should aim to blend in with the platform's messaging style and use formatting, emojis, and short sentences to create a conversational tone. Personalization is key, and businesses should leverage customer data to tailor their messages and offers to individual customers. By maintaining a natural and personal approach, businesses can build stronger connections and foster meaningful conversations.

Leverage Automation for Real-Time Responses

To ensure real-time responses and efficient customer support, businesses should leverage automation tools. Chatbots and menu-driven experiences can handle common inquiries, triage more complex ones, and provide instant responses, freeing up human agents to focus on more complex issues. By automating responses, businesses can provide timely assistance and maintain a high level of customer satisfaction. However, it is important to strike a balance between automation and human interaction to ensure a personalized and empathetic customer experience.

Ensure Seamless Hand-Off and Continuous Support

Conversations can sometimes require human intervention, especially for complex queries or unique customer situations. Businesses should have a seamless hand-off process in place to transfer conversations from automated chatbots to live agents. This ensures that customers receive the support they need and prevents any frustration or confusion. It is essential to provide continuous support throughout the customer journey, from initial inquiries to post-purchase assistance, to deliver a consistent and positive experience.

During the initial phase of the COVID-19 outbreak, Iberia, the Spanish airline, upgraded its WhatsApp-powered digital assistant to handle a fourfold surge in customer inquiries. This initiative led to an impressive 77% monthly average First Contact Resolution rate (FCR) and a remarkable 41% increase in return on investment for IBot in the first quarter of 2020 compared to the previous quarter, Q4 2019.

Link: https://www.facebook.com/business/success/iberia

9. Choosing the Right Conversational Marketing Platform

Clickatell: A Leading WhatsApp Solutions Provider

When it comes to conversational marketing on WhatsApp, choosing the right platform is crucial. Clickatell is a trusted and leading WhatsApp Business Solutions Provider (BSP) that offers a platform for large consumer brands to deliver comprehensive conversational marketing campaigns. With Clickatell, businesses can unlock the power of conversational marketing, leverage automation, deliver live-agent support, and enable secure in-chat payments, all on WhatsApp.

Clickatell's Chat Commerce Platform helps businesses offer personalized and real-time communication with customers, allowing for enhanced engagement and satisfaction. The platform's automation and orchestration capabilities streamline customer support processes, improve operational efficiency, and drive conversions. With the ability to enable secure in-chat payments, businesses can offer a seamless and convenient digital commerce experience to their customers. 


Conversational marketing on WhatsApp has transformed the way businesses engage with their customers. By leveraging real-time communication, personalized experiences, and automation tools, businesses can drive engagement, nurture customer relationships, and increase conversions. Clickatell's Chat Commerce Platform enables businesses to unlock the full potential of WhatsApp as a powerful marketing and digital commerce channel. By implementing conversational marketing strategies on WhatsApp with Clickatell, businesses can deliver exceptional customer experiences and stay ahead in the ever-evolving digital marketing landscape.

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