Tips on Personalizing Customer Experience on Whatsapp

Published on 27.07.2025 by Chizoba T

As one of the top dark social platforms where invisible sharing happens, WhatsApp can be an excellent choice for businesses to market their products or services. With its messaging option, WhatsApp enables enterprises to engage in one-on-one conversations with customers. 

However, to gain the trust of their customers, they need to personalize their customers’ experience. In this article, we will provide actionable tips on doing so.

What is Personalized WhatsApp Marketing?

Personalized WhatsApp marketing involves using data to provide users with messages and product experiences that feel unique to the customer’s journey. Unlike what some businesses think, it isn't just about inserting the customer's name in the WhatsApp marketing message. It also requires reaching the right customer with the right message and at the right time.

When you collect and use the correct customer data, you can identify patterns and be more effective in targeting the right customers. You can use the insights to understand your target audience and nurture leads at different stages of the customer’s buying journey.

A personalized WhatsApp marketing strategy will enable your business to reach a bigger audience without overspending on the wrong audience. When you personalize your WhatsApp marketing, you focus on sending the right message to the right people. This adds a certain level of humanity to your message.

Importance of a Personalized WhatsApp Customer Experience

When customers reach out to your business on WhatsApp, they may already be considering purchasing from it. That means you need to nurture them to go ahead and complete the purchase. How you engage them on WhatsApp can be a key factor determining whether they go ahead and complete their order.

According to an Accenture study, 91% of consumers suggest that they are likely to shop from brands that offer personalized experiences and recommendations. Another Epsilon study showed that personalized emails usually have a 29% higher open rate than non-personalized ones.

If the customer has a positive experience, this can lead to a high level of customer loyalty and repeat business. This, on top of the customers coming back to recommend the brand to their family and friends, results in new customers and higher revenue.

However, if the customer experience is negative, this will negatively impact the business. Such customers are not likely to return and may even share their negative experience with others. This will not only result in lost sales but can also damage your reputation.

When you have other brands selling products similar to yours, exceptional customer service can help to set your brand apart. Therefore, a good customer experience can help you future-proof your brand in a crowded marketplace. 

Tips for Personalizing Customer Experience on WhatsApp

If you want to personalize your customers’ experience on WhatsApp, you need to understand your target audience and tailor your messages accordingly. There are several ways to do that.

Data Collection

If you want to personalize your customers’ experience, you need to begin by collecting your customers’ data to understand their behaviors, needs, and preferences. You can use different methods to collect this data, such as website analytics, feedback, surveys, social listening, and brand audits to determine if you are listening to the right audience. You can use the data to tailor your content, offers, and interactions. Then, you would understand how to turn this extensive data into actionable insights.

Use Automation

If you're receiving a lot of customers from WhatsApp, you might struggle to respond quickly enough. Additionally, some of your team members may not know all the answers. That is why automation tools can help you overcome these challenges. Therefore, take advantage of the WhatsApp auto replies, scheduled messages, and top AI tools.

Leverage chatbots to provide personalized responses depending on the customer’s preferences and behaviors. Chatbots can enable your business to handle customer inquiries and provide 24/7 support.

When using these tools, remember that they are just aids and may not address the actual customer’s problems. Therefore, focus on answering quickly and accurately. While automation helps you to respond first, make sure you provide the customers with the best solution possible.

Provide Outstanding Answers

If you are using chatbots, you need to realize that the automation tool may be unable to answer all the questions. This is why you need to provide your customers with the option of speaking with a salesperson. Since the chatbot will already have answered the basic questions, agents will have the time to reply with the personally unique questions.

Create Personalized Messages

One of the ways of building relationships with customers is by personalizing their messages. For instance, during special occasions such as anniversaries and birthdays, you can send personalized product recommendations based on the customer's purchase history. By doing that, you will be making your customers feel appreciated, seen, and included when communicating with them. Doing so improves the customer’s experience, improves relationships, and improves your overall sales.

Provide Fast and Efficient Support

When a business provides excellent customer service, it is not only responding to customers but also resolving issues. This helps drive revenue and increase profitability. According to a Hubspot report, good customer service can increase revenue by 2 to 7% while at the same time increasing profitability by 1% to 2%. This can be attributed to several factors such as :

  • Lower CAC. Good customer service helps lower the customer acquisition cost (CAC) due to the lower churn rate.
  • Customers are ready to pay more. When a business has a great customer experience, customers are prepared to pay more. If a business offers an exceptional customer experience, they are willing to pay a premium fee. This is because extraordinary customer service can help build loyalty. On the other hand, a negative customer experience will make your customers shift to the competitor.
  • Higher customer lifetime value (CLV). CLV is an important metric for a business, as it considers the revenue a business generates throughout its lifetime. An exceptional customer service will help increase customer loyalty, leading to a higher CLV.
  • Higher revenue. As noted earlier, businesses that offer an excellent customer service experience, enjoy more revenue growth than their competitors. 

Use Multimedia

You can increase the effectiveness and engagement rate of your WhatsApp marketing by using multimedia elements such as videos, images, and GIFs. These are an excellent choice for grabbing the audience’s attention. Additionally, use interactive elements such as quizzes and polls to increase the user participation level.

Having this kind of approach can lead to a higher customer satisfaction rate, a strong connection with the brand, and greater sharing potential. You can use multimedia elements to provide product tutorials and demos while sharing behind-the-scenes content that leads to a stronger relationship with the customers.

Final Thoughts

No matter your business, you want to ensure that your customers and prospects enjoy a meaningful relationship that will keep them coming back. However, this is one of the challenges that businesses face.

If you want to build a stronger relationship on WhatsApp and increase sales, you need to personalize the customer’s interactions. By collecting customer data and using it to personalize the customer experience, offer quick support, and utilize multimedia, you can provide personalized messages to help market your brand more effectively.