Have you ever wondered why some brands have customers who stick around for years while others struggle to keep them engaged? The secret isn’t just in great products or flashy ads—it’s in building genuine relationships.
And one of the best tools for that today? WhatsApp.
Most businesses use WhatsApp for marketing and sending offers, promotions, and updates. But what if you could use WhatsApp to connect with your customers, understand their needs, and keep them coming back?
Customer retention is more than just a business strategy—it’s a key factor in long-term success. Studies show that even a 5% increase in retention can lead to a 25% to 95% rise in profits.
So, instead of just blasting messages, use WhatsApp to engage in conversations, offer value, and strengthen trust.
In this article, we’ll explore how businesses can use WhatsApp campaigns to sell and build lasting customer relationships that yield real growth.
Why Use WhatsApp for Building Customer Relationships
Here’s why WhatsApp is the perfect tool for building customer relationships:
1. Instant and Direct Communication
With a 98% open rate, WhatsApp ensures your messages are seen instantly—unlike emails or social media posts. It’s perfect for urgent updates, promotions, and real-time engagement.
2. Personalised Interactions at Scale
WhatsApp enables businesses to send customised messages that feel personal. For instance, instead of sending a generic message like, “Our sale is live!” a shoe store could say, “Hi Alex, the sneakers you liked are now 25% off—grab them before they sell out!”
3. 24/7 Customer Support
With automated replies and chatbots, businesses can handle inquiries around the clock. For example, a travel agency can automatically provide flight details or answer FAQs like baggage policies, even at midnight, ensuring uninterrupted service.
4. Rich Media for Engagement
WhatsApp improves interactions with images, videos, buttons, and documents. For example, a smartphone brand can showcase a new launch with a teaser image and a “Pre-Order Now” button, making it far more engaging than plain text.
5. Seamless Business Integration
WhatsApp connects with CRM systems, eCommerce platforms, and automation tools, making customer interactions smoother and more efficient.
6. Real-Time Feedback and Insights
With 100 billion messages exchanged daily, businesses can gather instant feedback through surveys and direct chats. For example, a restaurant can ask, “How was your meal? Rate us here!” This will help improve service in real time.
7. Two-Way Conversations
Unlike one-way channels, WhatsApp allows conversations. For example, a beauty brand can ask, “What’s your skin concern?” and suggest products based on the customer’s reply.
8. Faster Response Times
One-third of users prefer WhatsApp for quick replies, so businesses can resolve queries faster using automation and instant messaging, improving customer satisfaction.
Key Strategies for Building Customer Relationships Using WhatsApp Campaigns
Here are the best ways to Build customer relationships through WhatsApp campaigns:
Personalised Messaging and Offers
Brands can use WhatsApp to send tailored messages, such as,
“Hey Lisa, your favourite perfume is back in stock! Grab it now with an exclusive 10% discount.”
Timely Customer Support and Assistance
Businesses can provide instant support:
“Your internet plan is about to expire. Need help renewing it? Reply ‘Yes’ for quick assistance.”
Loyalty Programs and Rewards
Encourage repeat customers with special perks:
“You’ve earned 50 reward points! Redeem them now for a free coffee or a 10% discount on your next order.”
Interactive Campaigns and Engagement
Engage customers with interactive content:
“Which workout suits you best? Reply ‘A’ for weight training or ‘B’ for yoga, and get a free fitness guide!”
Automated Follow-Ups and Reminders
Send timely reminders to keep customers engaged:
“Your car service is due next week. Book your slot now to avoid last-minute delays!”
Exclusive Content and Early Access
Offer VIP perks to loyal customers:
“Be the first to shop our summer collection! Click here for early access before the sale goes live.”
Case Studies: Success Stories of Building Customer Relationships with WhatsApp
These brands successfully built strong customer relationships using WhatsApp:
1. Taal Healthcare
Taal Healthcare improved its relationship with patients by integrating WhatsApp for automated messaging, appointment reminders, and follow-ups. This led to 30% faster response times, 50% higher engagement, and a 70% reduction in acquisition costs. With 24/7 automated support, timely communication improved patient trust and retention.
2. Gyanberry
By automating WhatsApp communication, Gyanberry overcame time zone challenges and slow response times. With instant replies, personalised support, and shared workflows, they saw a 30% reduction in response time, a 50% increase in engagement, and an 80% drop in CAC. This helped them expand from 6 to 15+ countries, significantly improving student participation.
Conclusion
WhatsApp helps businesses build strong customer relationships, but scalability and automation are key.
With the WhatsApp Business API, companies can automate conversations, enhance engagement, and streamline support—just like Taal Healthcare and Gyanberry.
