What Are the Advantages of WhatsApp for eCommerce Businesses?

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WhatsApp has emerged as a prominent tool for eCommerce businesses. Its widespread adoption and numerous advantages have made it the talk of the town in recent times. 

With over 2 billion users, over 50 million users are of WhatsApp Business. 

Want to know the reason why?

Here is a comprehensive list of advantages of WhatsApp for marketing, sales and support for eCommerce businesses 

19 Advantages of WhatsApp for eCommerce businesses

There are several reasons why eCommerce businesses are now using WhatsApp for marketing, sales and customer support. Let’s look into some of the clear advantages: 

1. Global Reach

WhatsApp provides eCommerce businesses with a global reach, allowing them to connect with a vast audience across different countries. With its global presence, WhatsApp offers an excellent opportunity for businesses to expand their customer base and increase sales. As,

  • WhatsApp is the most downloaded chat and messaging app globally, with 40.6 million downloads in January 2022.
  • The platform is available in more than 180 countries, covering a significant portion of the global population.

WhatsApp's extensive user network and global reach provide businesses with an exceptional opportunity to connect with a large audience.

2. Higher Open Rate

Compared to other communication channels, a higher messaging open rate is one of the key advantages of WhatsApp. It ensures that your messages have a better chance of being seen by your target audience. This increased visibility can lead to improved customer engagement and conversion rates.

WhatsApp messages have an impressive open rate of 98%, surpassing emails and SMS. On top of that, more than 90% of WhatsApp messages are opened and read within 24 hours.

This is one of those advantages of WhatsApp which allows you to engage in conversations with customers at every stage of the funnel. For example, here are some ways.

WhatsApp messages have an impressive open rate of 98%, surpassing emails and SMS. On top of that, more than 90% of WhatsApp messages are opened and read within 24 hours.

                                                              Source- WhatsApp

3. Most Popular Messaging App

WhatsApp is the most popular messaging app globally, with a massive user base, making it an ideal platform for eCommerce businesses to reach a vast audience.

WhatsApp ranks as the third most popular mobile app globally, following TikTok and Instagram, with a user base exceeding 2 billion. 

This popularity gives you access to a diverse customer pool across various demographics and geographical locations.

4. Personalized Customer Engagement

WhatsApp allows businesses to engage with their customers in a personalized and interactive manner, fostering stronger relationships and enhancing customer satisfaction. This personalized approach can help businesses stand out and create meaningful connections with their audience.

You may, 

  • Share images, videos, and audio messages to visually showcase products or provide personalized messages.
  • Conduct polls, quizzes, contests, and interactive surveys for active customer participation.
  • Provide timely customer support and address inquiries through real-time messaging.

Recommended read: How to create personalized WhatsApp broadcast campaigns 

5. Set Up a Digital Storefront

Create a profile for your business
Source- WhatsApp

One of the benefits of WhatsApp marketing is that WhatsApp enables you to create a dedicated profile that serves as a digital storefront. This storefront allows customers to learn more about the business, access contact details, and browse through the available products or services.

The profile comprises, 

  • Essential information, including business name, description, contact details, website, address, and operating hours.
  • Showcase a product catalog and services through a digital storefront.
  • Display business information, such as contact details and operating hours, for easy access by customers.

6. Create Message Templates for Common Scenarios

To save time and improve efficiency in responding to customer inquiries, WhatsApp enables businesses to create message templates for common scenarios. These WhatsApp templates can be used to provide quick and consistent responses to frequently asked questions or commonly shared information.

Here are some best practices to consider while creating message templates: 

  • Set up automated replies and quick messages to respond to frequently asked questions or acknowledge incoming messages.
  • Optimize the template for mobile devices to ensure it displays correctly and is easy to read on different screen sizes.
  • Make use of emojis and visual elements to add visual appeal and enhance the message's impact.
  • Test the message templates before using them to ensure they work properly and appear as intended.
  • Follow WhatsApp's guidelines and policies while creating message templates to avoid any violations.
  • Regularly update and refine your message templates based on user feedback and performance data.

7. Automated Responses

Respond to customers faster with automated replies and quick messages
Source- WhatsApp

WhatsApp Business offers automated responses that can be set up to address customer inquiries, provide support, or simply acknowledge messages. 

This is one of those advantages of WhatsApp which allows businesses to provide instant and consistent replies, improving response times and overall customer service efficiency.

WhatsApp Business enables automation through various means including: 

  • Creating chatbots to automate customer interactions and provide quick responses.
  • Setting up automated messages for common scenarios to handle customer inquiries efficiently.
  • Facilitating order-taking directly through WhatsApp, streamlining the purchase process for customers.

8. Rich Media Capabilities

WhatsApp Business enables businesses to share rich media content, including images, videos, and documents, to showcase products or provide detailed information. This feature allows businesses to engage customers with visually appealing and interactive content.

Here are some tips: 

  • Share visually appealing product images and videos to attract customers and highlight key features.
  • Provide product demonstrations and tutorials through video messages.
  • Share relevant documents, brochures, or catalogs for comprehensive product information.
  • Engage customers with interactive and visually appealing content to enhance their shopping experience.
  • Audio messages can serve multiple purposes such as customer greetings, voice-guided instructions, or delivering detailed explanations.

9. Easy Integration

One of the advantages of WhatsApp is its seamless integration with third-party tools, streamlining customer interactions and improving operational efficiency.

WhatsApp Business API enables integration with existing CRM systems and backend systems.

You can integrate your WhatsApp Business account with third-party tools and platforms for customer support, chatbots, and marketing automation.

You can further,

  • Integrate WhatsApp with customer service platforms, CRM systems, or marketing tools for centralized management.
  • Messaging APIs for programmatically sending and receiving messages and automating interactions.
  • Web and Mobile SDKs for custom WhatsApp integrations into websites and mobile apps.

Recommended read: How to integrate WhatsApp Business API with your Shopify store

10. Analytics and Insights

WhatsApp provides valuable analytics and insights that help eCommerce businesses track and measure their performance, enabling data-driven decision-making and optimization of marketing strategies.

Here are some tips: 

  • Access metrics such as message delivery read receipts, and response rates to assess the effectiveness of communication.
  • Gather data on customer engagement and behavior to gain insights into their preferences and interests.
  • Monitor campaign performance and measure ROI to refine marketing strategies.

Recommended read: Learn How to Track Traffic and Sales From WhatsApp Marketing!

11. Broadcast Messages in Bulk

WhatsApp allows businesses to send broadcast messages in bulk, enabling efficient communication with a large customer base and maximizing reach.

Broadcast messages are ideal for sharing time-sensitive information, such as limited-time promotions, flash sales, event reminders, or important announcements, ensuring timely delivery to the intended recipients.

Sending broadcast messages in bulk eliminates the need for manual, one-on-one communication, resulting in cost savings for businesses.

12. Enhance Your Multichannel Marketing Strategy

By incorporating WhatsApp into your multichannel marketing strategy, you can diversify your communication channels, reach a broader audience, and strengthen customer engagement.

Here's how WhatsApp marketing can complement your multichannel strategy:

  • Direct communication: Engage in personalized conversations, provide support, and build relationships.
  • Broadcast lists: Send updates, promotions, and content to multiple contacts simultaneously.
  • Rich media sharing: Share images, videos, audio messages, and documents for engaging content.
  • Group chats: Foster community engagement, discuss topics, share content, and conduct surveys.
  • WhatsApp Business API: Advanced features for scaling customer service and marketing efforts.
  • Opt-in and privacy: Respect user privacy and obtain consent for messaging.
  • Integration with other channels: Seamlessly integrate WhatsApp into your multichannel strategy for a consistent customer experience.

13. Improves Customer Retention

WhatsApp fosters stronger customer relationships and improves customer retention by offering a convenient and personalized communication channel.

You can,

  • Provide personalized customer support and address inquiries promptly through WhatsApp.
  • Offer exclusive discounts, loyalty rewards, or personalized recommendations to enhance customer loyalty.
  • Nurture customer relationships with regular updates, relevant content, and proactive communication.

14. Secure and Trustworthy

One of the advantages of WhatsApp is that it is highly secure and trustworthy. 

WhatsApp prioritizes user privacy and security, providing a secure platform for businesses to communicate with their customers and build trust.


  • End-to-end encryption ensures that messages and data remain private and protected.
  • Robust security measures protect customer information from unauthorized access or data breaches.
  • Built-in authentication features, like two-step verification, add an extra layer of security.
  • Advanced security measures detect and block potentially harmful links, messages, or attachments that may jeopardize user devices or personal information.
  • Frequent updates address vulnerabilities and strengthen overall security, ensuring a safer user experience

15. Utilize QR Codes

WhatsApp provides eCommerce businesses with the opportunity to leverage QR codes for various purposes. These QR codes can be used to enhance customer engagement, streamline interactions, and effectively promote products or services. 

By generating QR codes, businesses can enable customers to initiate conversations directly, eliminating the need for manual searching and typing. 

This streamlined communication process not only saves time for both the business and the customers but also provides quick access to product information, discounts, or promotions through scanned QR codes.

16. Showcase Your Products via a Product Catalog

Showcase your products and services with a catalogue
Source- WhatsApp

WhatsApp Business allows businesses to create and share product catalogs, showcasing their offerings to customers in a visually appealing and organized manner.

  • Create a digital product catalog with images, descriptions, and pricing information.
  • Share the product catalog with customers, enabling them to browse and make purchase decisions easily.
  • Update the catalog in real-time, adding new products or modifying existing listings.

17. Reduce RTO Rates

By leveraging WhatsApp for customer communication, eCommerce businesses can significantly reduce Return to Origin (RTO) rates, which occur when shipments are undeliverable or rejected by customers.

You must,

  • Proactively communicate with customers regarding order status, delivery updates, or address verification to minimize delivery failures.
  • Enable customers to provide accurate and up-to-date delivery information through WhatsApp.
  • Resolve delivery issues promptly by addressing customer concerns in real time.

18. Send Relevant Marketing Messages

One of the advantages of WhatsApp is that it enables eCommerce businesses to send targeted and personalized marketing messages, ensuring that customers receive relevant and engaging content.

It allows you to:

  • Utilize customer data and preferences to send tailored marketing messages that resonate with individual customers.
  • Send promotions, discounts, new product updates, or exclusive offers through WhatsApp.
  • Maximize the effectiveness of marketing campaigns by delivering content that aligns with customer interests.


19. Improved Messaging Campaigns

Integrating WhatsApp into your marketing strategy can lead to improved campaign performance, higher engagement rates, and increased conversions.

Here are tips to execute improved messaging campaigns for your eCommerce businesses.

  • Leverage WhatsApp's interactive features, such as image carousels, videos, or GIFs, to create visually appealing and engaging marketing campaigns.
  • Use WhatsApp's messaging templates to provide consistent and personalized communication to customers.
  • Analyze campaign performance metrics, such as message delivery and response rates, to optimize future marketing initiatives.


Leveraging WhatsApp for eCommerce businesses offers a multitude of advantages. However, to tap into all these advantages of WhatsApp marketing, it is crucial to utilize the features available through the WhatsApp Business API. 

Platforms like QuickReply.ai provide an end-to-end WhatsApp business solution that empowers businesses with powerful features to enhance customer engagement through advanced automations and personalization on the messaging platform. 

Book a demo today to elevate your customer communication and drive growth.

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