WhatsApp messages get opened at a rate most marketers would consider a fantasy on any other channel. That's exactly why it's also the channel most easily ruined by being treated like a spam list.
Start with opt-in, not import. Building a list from customers who've actually agreed to hear from you — at checkout, in-store, via a signup link — performs enormously better than messaging an imported contact list, and it keeps your account in good standing.
Lead with usefulness, not promotion. Order updates, appointment reminders, and answers to common questions are what make people keep a business's WhatsApp messages unmuted. Promotional blasts should be the minority of what you send, not the majority.
Use a catalogue, not just chat. WhatsApp Business's catalogue feature lets customers browse products directly in the app — genuinely useful for anyone selling a defined set of products or services.
Automate the repetitive, keep a human on the rest. Automated replies for hours, location and FAQs save real time; anything involving a specific order or complaint should reach a person quickly.
Done well, WhatsApp becomes a retention channel more than an acquisition one — it's where existing customers come back. We set this up end-to-end as part of our WhatsApp Marketing service.