WhatsApp provides businesses a direct and convenient way to communicate with customers. By utilizing its popularity as a widely used messaging channel, businesses can connect with customers through a platform they already know and trust. 

This significantly boosts the chances of achieving a higher conversion rate and fostering meaningful engagement.

WhatsApp has emerged as a standout platform for customer retention and enhancing sales performance. Let’s dive into why WhatsApp is such a valuable tool to retain customers, and how you can also achieve it with some powerful extensions for WhatsApp.  

What is WhatsApp’s Retention Rate 

One of the key metrics that make WhatsApp a superior retention channel is its impressive user engagement and retention rates. WhatsApp boasts over 2 billion active users globally (2023 statistics), indicating its widespread adoption and appeal.

Whatsapp statistics: Company data and estimations based on download data from AppMagic | Source: Pulse 

Studies have shown that messaging platforms like WhatsApp have significantly higher retention rates compared to email or traditional SMS, with users more likely to engage with messages received on WhatsApp.

This means that if your business uses WhatsApp as a communication channel, there is a higher probability that your clients open your message and convert better, however, it is necessary to find an organized manner to handle these conversations.

Let me show you a tool I found to keep the communication between WhatsApp and for example HubSpot or Salesforce smooth and organized.

How you can increase WhatsApp’s conversion rate

Imagine having a database full of customers, yet struggling to handle all their inquiries promptly and consistently. Have you ever missed messages, only to realize later that you hadn't responded, potentially too late? 

With a great WhatsApp CRM integration like Cooby, you and your team can effectively manage all WhatsApp conversations with impressive efficiency. This tool ensures that no customer message goes unanswered, allowing you to provide timely and attentive support to every inquiry.


Not just see it, TRY it for yourself for FREE

Could be interesting for you: How to generate leads on WhatsApp 


By using Cooby, you and your team would reach to more customers using features like broadcasting, message templates, contact management and achieving inbox zero. 

Which Digital Channel has Higher Retention Rate? 

When comparing WhatsApp with other communication channels such as email or SMS, WhatsApp consistently outperforms in terms of user retention.

According to a study made by Pulse, ‘WhatsApp has a 98% open rate’ which means that by far WhatsApp messages tend to have higher response rates, leading to increased customer engagement over time. This higher retention rate translates into more meaningful and lasting relationships with customers, ultimately driving sales growth. 

Why WhatsApp is a Great Client Retention Tool

WhatsApp offers a unique blend of immediacy, personalization, and convenience that makes it an ideal tool for client retention. Unlike other channels, WhatsApp enables businesses to engage with customers in real-time, addressing their queries promptly and providing personalized recommendations. The conversational nature of WhatsApp fosters a sense of closeness and trust between businesses and customers, leading to stronger brand loyalty.

Ways to Stay in Touch with the Customers Through WhatsApp

 To maximize the potential of WhatsApp as a retention channel, businesses can employ several strategies: 

1. Personalized Messaging

Send tailored messages based on customer preferences and past interactions to make them feel valued.

2. Order Updates and Notifications

Provide real-time updates on order status, delivery schedules, and product availability.

3. Customer Support

Offer instant customer support to resolve issues promptly and enhance overall customer experience. Cooby is a great tool to help you achieve this, here is how to: https://www.cooby.co/en 

4. Exclusive Offers and Promotions

Share exclusive deals and promotions directly with customers to encourage repeat purchases.

5. Feedback and Surveys

Gather valuable feedback through surveys and polls to understand customer needs and preferences better.

By leveraging these strategies effectively, businesses can establish a consistent and meaningful presence on WhatsApp, thereby nurturing long-term relationships with customers. 

WhatsApp Retention Rate - FAQ 

Is WhatsApp suitable for all types of businesses?

WhatsApp can benefit a wide range of businesses, including e-commerce, retail, hospitality, and service-based industries. However, businesses should ensure compliance with WhatsApp's Business API terms and guidelines.

How can I protect customer privacy on WhatsApp?

Businesses should prioritize customer privacy by adhering to data protection regulations and refraining from spamming customers with unsolicited messages. Always obtain consent before sending marketing communications via WhatsApp. 

What if my customers are not active on WhatsApp?

While WhatsApp is widely used, it's essential to consider other channels based on your target audience's preferences. Implementing a multichannel communication strategy ensures broader reach and engagement. 

What is the growth rate of WhatsApp users? 

The growth rate of WhatsApp users compared to 2023 was of 9.02% with currently 3.03 billion WhatsApp users in 2024 (Source: BankMyCell)

What is the open rate of WhatsApp? 

WhatsApp has an impressive 98% open rate. Source: DoubleTick 

What is the open rate of WhatsApp vs SMS?

WhatsApp generally has a high open rate for messages due to its direct and personal nature. Users are more likely to engage with WhatsApp messages compared to traditional SMS or email.

In conclusion, WhatsApp stands out as an indispensable tool for customer retention and sales growth due to its high engagement rates, personalized interactions, and real-time communication capabilities. By integrating WhatsApp into your marketing strategy, businesses can forge stronger connections with customers and drive sustainable business growth.

If you haven't tapped into the potential of WhatsApp for your business yet, now is the time to explore its benefits!

"Cooby created a massive impact on our business. Our teams became more efficient and effective in managing clients on WhatsApp."

Pascal Lammers
Head of Digitization, Mission Mittelstand GmbH

About the author

Dani M.A
SEO Expert

Dani loves browsing the web, discovering emerging trends, and exploring the latest marketing tools. She is always up-to-date with the latest news in SEO, social media, and content strategies. Besides digital pursuits, she trains for triathlons and enjoys trying unusual foods.

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