How to Increase Engagement & Make Your Brand Stand Out on WhatsApp

🧑‍🦱Customer: "Hey, I just got your message! But... Do I need to click this link? Is this for a sale? I’m a little busy right now, I’ll check it later."

🤖Brand: "Wait, don’t go! There’s a special offer for you inside that link! I promise, you won’t want to miss it."

🧑‍🦱Customer: "Sounds good, but I’ll be honest—I don’t have time to check it right now. I’ll get to it later."

🤖Brand: "Understood, but will you remember to check it when you have the time? Or will it just get lost in the shuffle?"

For brands in the e-commerce, SMB, and D2C space, this scenario is all too familiar. You’ve spent time perfecting your WhatsApp strategy, sending thoughtful messages, sharing enticing offers, but the response is lukewarm at best. This is the reality for many brands using WhatsApp: high open rates, but little to no engagement. 

Gartner reports that 90% of consumers expect personalized and interactive experiences across channels, including Whatsapp. But generic broadcasts often fail to meet these expectations, leaving your message to be swiped away, ignored, or muted.

Now, what if there was a way to stop guessing whether your WhatsApp messages would resonate and instead start driving real conversations? 

What if you could capture attention, spark engagement, and increase conversions, all in a way that feels natural, personal, and valuable?

In this guide, we’ll walk through 15 proven strategies to boost engagement on WhatsApp, and we’ll show you how Flowcart-like tools can help bring those strategies to life, turning your WhatsApp messages from passive notifications into active, conversation-driven sales. 

Ready to make your brand stand out? Let’s dive in.

Why Are Brands Struggling with Engagement on WhatsApp?

The allure is undeniable: Whatsapp as a channel is fast, intimate, and offers immediate access to a large audience. But the reality is that, despite its vast potential, high open rates don't necessarily translate to high engagement or conversions.

So, what’s the root cause of this frustration? Why do so many brands struggle to drive engagement despite WhatsApp’s obvious potential? The answer lies in three critical challenges:

1. Low Interaction Despite High Message Opens

Reddit: Getting low-quality leads, people come to WhatsApp but don’t reply.

It’s common to see high open rates on WhatsApp, but these numbers don’t always correlate with higher engagement. A customer may open the message, but without personalization or a compelling call to action, the conversation stalls. WhatsApp’s crowded inbox means that your message needs to stand out. If it doesn’t, it risks being ignored, even after being opened.

2. Generic Messages Leading to Disengagement

Reddit Comment: Personalizing Follow-Ups

A major hurdle brands face is sending generic, one-size-fits-all messages. While these may get opened, they rarely spark the type of interaction brands are hoping for. As we’ve seen in customer feedback, "Improving response rates often comes down to how quick and personal your follow-up is." Without a personalized touch, customers feel disconnected and are less likely to engage.

3. Difficulty in Measuring and Optimizing Campaigns

Reddit Comment: Optimization and Effectiveness

WhatsApp offers immense potential for brands, but many don’t have the tools to track and measure the effectiveness of their campaigns. This makes it difficult to see what’s working, what isn’t, and how to improve. Without granular data on user interactions, brands are left in the dark, unable to optimize their strategy. As one user noted, "It’s like opening the door but no one steps in fully." To truly capitalize on WhatsApp, brands need insights into every touchpoint along the customer journey.

Why WhatsApp is the Perfect Platform to Build Your Brand Presence

In an age where customer expectations are higher than ever, WhatsApp provides a rare opportunity to engage directly with your audience in a personal, immediate, and meaningful way. Whether you're looking to expand your reach globally, foster lasting customer relationships, or create personalized experiences, WhatsApp offers several unique advantages that can help your brand stand out in a crowded market.

1. A Global Reach with Minimal Barriers

Unlike traditional marketing channels, WhatsApp allows businesses to engage customers in real-time, without the need for additional downloads or complex sign-ups. Customers can simply open their app, read your message, and take action, all without leaving the platform. This frictionless engagement makes WhatsApp the ideal tool for businesses aiming to create global outreach campaigns while maintaining a personal touch.

2. Real-Time, High-Impact Engagement

What sets WhatsApp apart from other messaging platforms is its instantaneous nature. As a result, WhatsApp allows businesses to respond to customer inquiries in real-time, creating a sense of urgency that traditional channels can't match. This real-time engagement is perfect for businesses looking to capture attention and drive immediate action; whether it’s promoting flash sales, sending personalized offers, or answering customer questions on the spot.

3. Personalized, One-to-One Communication

The days of sending blanket marketing messages are long gone. Unlike email or social media, WhatsApp enables businesses to interact with customers in a 1:1 setting, where each message can be tailored to the individual. From offering exclusive discounts based on past purchases to sending product recommendations that feel custom-made for each customer, WhatsApp gives you the tools to create genuine relationships. 

4. Seamless Integration with Existing Systems

Using the WhatsApp Business API, you can connect WhatsApp to your CRM, marketing automation tools, and e-commerce platforms. This integration ensures that your customer interactions are consistent across channels and that data flows smoothly between systems. For brands looking to implement a multichannel approach, WhatsApp can easily be incorporated into your broader messaging strategy, enabling you to manage customer interactions from a single point.

5. Creating Value Through Interactive Content

Whether it’s through images, videos, GIFs, or voice messages, WhatsApp allows businesses to add rich media to their conversations, making every message more dynamic. Brands can also encourage customer participation through polls, quizzes, and contests, keeping the audience engaged and invested in the brand experience. Additionally, offering exclusive content to WhatsApp subscribers, such as early access to sales or behind-the-scenes insights, adds a layer of exclusivity that strengthens brand loyalty and enhances the customer journey.

6. Building Long-Term Relationships

WhatsApp doesn’t just drive one-off interactions; it facilitates ongoing relationships. From post-purchase follow-ups to loyalty rewards and reminders, businesses can continue to engage with customers after the initial sale, encouraging repeat purchases and fostering brand loyalty. With features like WhatsApp Status for sharing updates or special offers, you can maintain a steady flow of communication that keeps your brand top-of-mind, helping to nurture long-term customer relationships.

13 Strategies That Brands Can Adapt Right Now to Increase Engagement on WhatsApp

Here are 13 strategies we recommend and believe that can help you connect with customers on a deeper level, increase engagement, and build long-term loyalty. Keep refining your approach by tracking results and staying responsive to your customers' needs, ensuring your brand remains memorable and relevant.

1. Humanize Your Brand & Create Personalized Engagement

Building a humanized brand starts with personalized interactions. Rather than sending generic automated responses, speak to customers in a friendly and natural tone that resonates with them. For example, you can use Flowcart’s No-Code Flow Builder to create automated messages that still feel conversational. Tailor these responses to each customer’s behavior, preferences, and past interactions. For instance, if a customer regularly buys skincare products, you could suggest new items or send helpful skincare tips based on their previous purchases. This creates a natural, ongoing conversation that feels authentic.

💡Pro Tip: Always address the customer by their name and offer tailored product recommendations based on their past behavior or preferences, ensuring each interaction feels like it’s built just for them.

2. Share Customer Testimonials and UGC to Build Trust

Customer testimonials and user-generated content (UGC) are powerful tools for building trust and social proof. Sharing genuine feedback from satisfied customers can help boost your brand’s credibility. For instance, you can share a video testimonial or a customer photo directly on WhatsApp, allowing potential buyers to see real experiences with your products. Flowcart’s Event-Level Insights can track how this content performs, helping you identify which testimonials or UGC resonate the most and lead to higher engagement or sales.

💡Pro Tip: Regularly feature authentic UGC and testimonials to build credibility. Track which content drives the most interaction, and prioritize that in future campaigns to maximize its impact.

3. Use WhatsApp Status & Broadcasts Creatively

WhatsApp Status offers a fantastic way to share behind-the-scenes content, real-time updates, or flash sales. Use it to provide a sneak peek of new product launches or special offers. After posting an update, Flowcart’s Broadcast Feature ensures that these messages reach the right customer segments, those who are most likely to be interested. For example, if you're launching a new product, you can use Status to create buzz, and then send targeted offers to loyal customers via broadcasts, ensuring the message feels exclusive.

💡Pro Tip: Keep your Status updates fresh and engaging, showcasing new products or promotions. Use broadcasts to send these updates to your most engaged customers, making them feel part of an exclusive group.

4. Offer Exclusive Content & VIP Access

Make your most loyal customers feel special by offering them exclusive content, early access to sales, or VIP promotions. By using Flowcart’s Customer Segmentation Engine, you can create targeted groups for your VIP customers and send them tailored offers. For example, if you know that certain customers are highly engaged with your brand, you can give them early access to a new product line before it’s available to the general public. This helps build a deeper connection and encourages continued loyalty.

💡Pro Tip: Offer your most engaged customers something extra, like early product access or exclusive discounts, to make them feel valued and appreciated.

5. Encourage Real-Time Engagement, Feedback & Interactive Content

Run interactive polls, surveys, or quizzes directly through WhatsApp. Flowcart’s Automated Responses and FAQ Bot can instantly address common customer inquiries, like shipping details or product availability, ensuring your customers get the information they need in real-time. Additionally, these interactions can encourage feedback on new products or services, allowing you to improve your offerings continuously.

💡Pro Tip: Incorporate polls or quizzes to make your audience feel involved in the decision-making process. This interaction helps build a sense of community and provides you with valuable customer insights.

6. Share Valuable and Educational Content

Establish your brand as a thought leader by sharing valuable educational content directly on WhatsApp. For example, a wellness brand could send daily health tips or tutorials, helping your customers solve problems while positioning your brand as an expert in your field. After providing this helpful content, you can make it easy for customers to take the next step by offering related products via Flowcart’s In-Chat Checkout, ensuring a smooth transition from education to conversion.

💡Pro Tip: Deliver content that adds real value to your customers’ lives such as educational resources or how-to guides. Include clear calls to action that guide them toward the next step, whether it’s purchasing a product or signing up for a service.

7. Build Long-Term Relationships with Consistent, Personalized Messaging

Consistency is key in building lasting relationships. Send personalized messages to your customers based on their preferences and behaviors. For instance, if a customer bought a winter coat, follow up with an offer for matching accessories or seasonal promotions. This ensures that your messages are always relevant and timely, which helps maintain long-term engagement.

💡Pro Tip: Regularly check in with your customers and offer personalized follow-ups based on their previous interactions or purchases. Consistency helps reinforce your brand’s presence in their lives, increasing the likelihood of repeat business.

8. Celebrate Milestones & Special Events

Milestones, whether it’s your brand’s anniversary, a product launch, or reaching a sales goal, are great opportunities to engage your audience. Use WhatsApp to send personalized messages. For instance, you could send loyal customers a special “thank you” message along with a discount or offer when you hit a brand milestone. 

💡Pro Tip: Celebrate your brand’s achievements and make your customers feel part of your success by offering them exclusive deals or rewards on special occasions.

9. Promote User-Generated Content & Social Proof

User-generated content (UGC) is a great way to showcase real-life experiences with your products. Feature customer photos, reviews, or testimonials directly on WhatsApp to encourage trust and influence purchasing decisions.

💡Pro Tip: Encourage your customers to share their experiences and feature them in your communications to build trust and encourage others to purchase based on social proof.

10. Be Responsive, Address Concerns Promptly

In customer service, speed matters. When a customer reaches out, they expect a quick response. For more complex queries, the conversation can easily be handed over to a human agent for personalized service. This ensures your customers never feel neglected and can quickly get the answers they need.

💡Pro Tip: Set up automated responses to handle routine inquiries, but always be available for more detailed support when needed. This keeps your customer service efficient and customer satisfaction high.

11. Focus on High-Quality Visual Content

Visual content grabs attention and creates a stronger connection with your audience. For example, a fashion brand could send high-quality images of new clothing collections to entice customers. 

💡Pro Tip: Invest in high-quality visuals that align with your brand’s aesthetic. Use WhatsApp to share these images and videos, creating a visually engaging experience for your customers.

12. Create an Exclusive VIP Program

Reward your most loyal customers with an exclusive VIP program. Offer them early access to new products, personalized discounts, or special events.You can identify your best customers and send them tailored offers, making them feel valued and appreciated.

💡Pro Tip: Target your most loyal customers with personalized rewards and exclusive content. This makes them feel special and deepens their loyalty to your brand.

13. Celebrate Customer Achievements & Loyalty

Celebrate your customers' milestones, such as anniversaries or large purchases, by sending personalized messages via WhatsApp. For example, you could send a “thank you” note or a small gift on the anniversary of their first purchase. 

💡Pro Tip: Recognize your customers’ achievements with personalized messages or gifts to build lasting relationships and encourage repeat purchases. 

Explore our case studies to learn how businesses like yours are using Flowcart to drive higher ROI and more meaningful customer relationships.

How Flowcart Can Help You Boost Brand Presence on Whatsapp

WhatsApp is a vital channel for connecting with your customers, but standing out and driving results takes more than just sending messages. It's about creating personalized, interactive, and data-driven experiences that truly engage your audience at every touchpoint. With Flowcart, you can take your WhatsApp marketing to the next level across three key phases: Acquisition, Conversion, and Retention. 

Phase #1 Capturing Attention and Driving Engagement

When it comes to customer acquisition, the first hurdle is to capture attention and make it effortless for customers to engage with your brand. The more seamless the experience, the higher the chance that leads will turn into customers. This is where Flowcart makes a difference.

• Click to WhatsApp Ads turn interest into action instantly. When users click on your ad, they’re not directed to a landing page, they’re immediately placed in a pre-loaded WhatsApp flow, making the transition from interest to engagement effortless.
  
• WhatsApp Flows allow you to design intuitive, personalized customer journeys that ensure every interaction feels customized and meaningful. Whether you’re collecting feedback, guiding users through product features, or answering questions, your flows keep customers engaged without overwhelming them.

Phase #2 Turning Conversations into Real Sales

Once you've captured their attention, the next step is to convert these interactions into actual sales. 

• In-Chat Checkout allows your customers to complete their purchase directly in the WhatsApp chat, bypassing the traditional checkout process that often causes friction and abandonment. With no redirects, you make buying easier and faster.
  
• AI Generated Carts help guide your customers through their purchase by automatically generating checkout-ready carts based on their preferences, previous purchases, and interactions. It’s like having a personal shopping assistant for every customer.
  
• Abandoned Cart Recovery automatically sends context-aware nudges to remind customers about their abandoned carts, offering tailored incentives that push them to complete their purchase.

Phase #3 Building Loyalty and Encouraging Repeat Business

Turning first-time buyers into repeat customers is vital for long-term success. But how do you keep them coming back? The answer is consistent engagement, smart targeting, and rewards for loyalty.

• AI Powered Segmentation uses advanced AI to segment your audience based on behavior, intent, and purchase history. This means you can target the right customers with personalized messages, ensuring every communication is relevant.
  
• Smart Broadcasts make it easy to send tailored WhatsApp campaigns that keep your customers engaged, whether it’s an exclusive offer, a new product launch, or a follow-up message.
  
• Loyalty Program helps you reward customers for their continued business by offering points, in-chat redemption, and exclusive rewards that make them feel appreciated and incentivized to keep shopping.

Flowcart empowers you to streamline your entire WhatsApp engagement strategy, from acquiring new customers to turning them into loyal advocates. Are you ready to elevate your WhatsApp marketing strategy and boost customer engagement? Start your free trial of Flowcart today to experience the power of automation, personalization, and smarter targeting. 

Want to see how Flowcart works for your business? Book a demo for a personalized walkthrough of our features.