Sales on WhatsApp for e-commerce: Correct Uses and Common Mistakes

In this article you will find:

WhatsApp, a key tool with over 2 billion active users worldwide, is indispensable for companies seeking to establish direct and personalized contact with their customers.

WhatsApp, an intuitive, familiar and very easy-to-use interface, facilitates your company's interaction with its customers. 

It allows for instant communication, which is crucial in the e-commerce field, where quick responses can be decisive in closing a sale or resolving a query.

At the same time, its business version, WhatsApp Business, does not require advanced technical knowledge, making implementation and adoption easier.

That's what I'll talk about today, how WhatsApp has become a key tool for selling. In this post, you'll see::

  • Common mistakes in WhatsApp sales
  • Correct uses of WhatsApp to attract new customers
  • Correct use of WhatsApp to boost your sales
  • Correct use of WhatsApp to improve the customer experience
  • Outside Voice: Reviews and improvements to the service or product
  • Risks of using unofficial integrations with WhatsApp
  • WhatsApp beyond sales

Common mistakes in WhatsApp sales

Effectively using WhatsApp in the context of e-commerce requires knowing the correct uses of the platform to boost sales, improve the customer experience and strengthen your relationship with your audience. Let's talk about that!

What not to do when using WhatsApp in e-commerce

It's essential to be aware of common mistakes when using WhatsApp in the context of e-commerce to avoid falling into them. Some of these mistakes include:

  • Spamming: sending unsolicited messages constantly is annoying and leads to customer blocking and abandonment.
  • Generic messages: those that do not take into account individual preferences or needs are the worst thing that can happen to a user.
  • Late responses: they generate frustration and negatively affect the shopping experience.
  • Not complying with privacy policies: sending sensitive information or without the prior consent of customers can result in privacy violations and damage your company's reputation.

This will not only contribute to the success of your marketing strategies but also strengthen your brand image and customer loyalty. Let's now talk about customer acquisition!

Correct uses of WhatsApp to attract new customers

WhatsApp offers multiple opportunities to attract new customers and expand your user base. Here are some strategies!

Widget on the website

Integrating a WhatsApp widget on your company's website is a direct and effective way to start a conversation. You can strategically place it on your homepage or specific product pages to facilitate communication and address queries in real-time.

By clicking on the widget, visitors can be automatically redirected to WhatsApp without having to manually add your company's contact.

Social media posts

Promoting your WhatsApp number in your social media posts is another effective strategy to attract new customers. 

You can share relevant and engaging content that invites users to contact you via WhatsApp for more information or to address doubts about your products or services. 

Facebook Ads

Using Facebook Ads is an excellent way to reach a broader and more targeted audience.

You can create specific ads that highlight the advantages of contacting you through WhatsApp, such as personalized attention, exclusive promotions or the ability to address doubts quickly and effectively. 


Including your WhatsApp number in your email campaigns is a simple but effective strategy to attract new customers.

You can add it to the signature of your emails or create a specific click-to button that invites subscribers to contact you for more information or take advantage of exclusive offers.

Correct use of WhatsApp to boost your sales

WhatsApp is also a powerful ally in boosting sales. Let's see how you can use it.

Direct and personalized interaction

One of the main advantages of using WhatsApp to boost sales is the ability to offer direct and personalized customer service.

You can address doubts, offer product advice or manage complaints immediately, which contributes to improving the shopping experience and increasing trust in your brand.

Furthermore, direct communication allows you to identify the needs and preferences of your customers to offer them products or services tailored to their interests.

Sharing product catalogs

One of WhatsApp's advantages is the ability to share product catalogs quickly and easily. 

You can send images, descriptions and prices of your products directly to interested customers, providing them with access to the information they need to make a purchase decision. 

Additionally, you can organize your products into categories or collections to facilitate searching and make the presentation of your products more attractive.

Running promotional campaigns

You can also send messages with special offers, exclusive discounts or limited-time promotions to your customers and followers to encourage purchases. 

Make sure to segment your campaigns and send them to specific groups of customers to maximize their impact and include direct links to your online store or specific product pages to facilitate navigation and purchase.

In conclusion, take advantage of WhatsApp and WhatsApp Business functionalities to offer a unique and differentiated shopping experience.

Correct use of WhatsApp to improve the customer experience

WhatsApp is synonymous with fast and personalized support, significantly improving the customer experience. Here's why it's so effective in this aspect and how you can leverage it to enhance customer satisfaction.

Immediate response to queries

One of the main advantages is the speed of communication. Customers value being able to resolve their doubts or issues immediately, without having to wait for long response times. 

With WhatsApp, you can offer real-time support, allowing you to assist your customers more efficiently and effectively.

Personalized attention

You can use the customer's name in your messages, refer to their previous queries, or offer specific solutions to their problems, contributing to creating a unique and differentiated user experience.

WhatsApp allows you to adapt to the needs and preferences of each customer.

Direct and close communication

You should use a friendly and accessible language with your customers, show empathy towards their concerns and offer them personalized treatment that makes them feel valued and listened to.

Communication through WhatsApp is direct and close, facilitating the building of a strong and trusting relationship with your customers. 

Continuous service improvement

You can ask them about their experience, request opinions about your products or services, and use this information to identify areas for improvement and continuously optimize your offering.

Using WhatsApp to offer support provides you with the opportunity to collect feedback from your customers constantly.

Outside Voice: reviews and improvements to the service or product

Obtaining reviews and opinions from customers is fundamental to continuously improve the service or product we offer.

Tools like Outside Voice are strategic allies to facilitate this process and obtain valuable insights that allow you to optimize your offerings. Let me explain how you can use it.

1 - Automatic collection of reviews

Outside Voice allows you to automate the collection of customer reviews, making it easier to obtain feedback consistently and organized.

You can configure the tool to send review requests to customers after making a purchase or using a service, ensuring that you obtain relevant opinions at the right time.

2 - Analysis and segmentation of reviews

Once the reviews have been collected, Outside Voice offers you analysis and segmentation tools that allow you to identify trends, patterns, and areas for improvement.

You can filter the reviews by specific categories to gain detailed insights that help you make informed decisions, such as:

3 - Integration with other communication channels

Outside Voice easily integrates with other communication channels, such as WhatsApp, email or social media, making it easier to collect reviews across multiple platforms.

This allows you to reach a larger number of customers and gain a more comprehensive and diversified view of their experience with your brand.

4 - Continuous improvement based on feedback

You can make specific changes based on the feedback received, regularly track implemented improvements, and continue gathering feedback to ensure that you are meeting the needs and expectations of your customers.

The risks of using unofficial integrations with WhatsApp 

It is important to be aware of the risks associated with these unofficial integrations, which can result in penalties or blocks from WhatsApp. 

  • Violation of WhatsApp policies
  • Security and privacy issues
  • Limitations and lack of updates

This can result in an unsatisfactory user experience, communication errors, or lack of compatibility with the latest versions of WhatsApp.

WhatsApp beyond sales

That's why I tell you: wherever you communicate with your customers, direct them to a conversation via WhatsApp!

  • Real-time support.
  • Personalized consultations and assistance.
  • Customer loyalty and long-term relationships.
  • Versatility and adaptability to customer needs.

Get to know Customer Engagement by Truora, try it for free today, and put WhatsApp at the service of your sales!

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