Key takeaways
- WhatsApp offers some of the highest open rates of any channel in India.
- Build the list with consent at billing, QR codes and website forms.
- Send valuable, infrequent messages: 2 to 4 per month.
Most customers in India already use WhatsApp daily. For a local brand, a WhatsApp list is a direct line to your best customers, with no ad auction. Used well, it brings repeat visits and referrals at very low cost.
Choose the right tool
| Tool | Best for | Notes |
|---|---|---|
| WhatsApp Business app | Single store, under 250 contacts per broadcast | Free, manual |
| WhatsApp Business Platform (API) via a provider | Multi-store, automation, campaigns | Paid per conversation, needs approved templates |
Use official channels and respect WhatsApp's commerce and business policies. Unofficial bulk tools risk bans.
Building a consented list
- Ask at billing: "Can we send you offers and updates on WhatsApp?"
- QR code poster at the counter that opens a chat with a pre-filled message.
- Website pop-up with a WhatsApp opt-in.
- Google Business Profile messaging and click-to-WhatsApp ads on Meta.
- Offer a reason: "Get 10% off your next visit".
Always provide an easy way to opt out.
Message types that work
- New arrivals or menu updates: short image plus one line.
- Time-limited offers: "This weekend only: free dessert above Rs 1,000".
- Appointment reminders for salons, clinics and service centres.
- Order or booking confirmations with links.
- Birthday and anniversary offers.
- Review requests: a direct link to your Google review page.
- Win-back: "We miss you" with a small incentive after 60 to 90 days.
Frequency and timing
Send 2 to 4 promotional messages per month. Avoid very early mornings and late nights. Many retailers see best response between 11 AM and 1 PM and 6 PM to 8 PM.
Segmentation
| Segment | Message |
|---|---|
| New customers (first visit) | Thank you plus review request |
| Regulars | Early access to launches |
| High spenders | VIP offers, personal outreach |
| Lapsed (90+ days) | Win-back offer |
Benchmarks
| Metric | Typical range |
|---|---|
| Message read rate | 70% to 95% |
| Reply or click rate | 8% to 25% |
| Offer redemption rate | 3% to 15% |
| Opt-out rate | Under 2% per campaign |
Measure results
Use unique coupon codes per campaign and log redemptions at billing. Track cost per redeemed offer and incremental revenue. Compare against ad spend to see which channel brings visits at the lowest cost.
Combine WhatsApp with local ads and store visit campaigns and footfall tactics.
Numbers in this article are indicative working ranges drawn from public industry reports and typical campaign patterns in India. Your results will vary by offer, price point, location, and creative quality. Always validate against your own data.
Frequently Asked Questions
Is WhatsApp marketing allowed in India?
Yes, when you message people who opted in and follow WhatsApp's business and commerce policies. Provide an opt-out and avoid spammy behaviour.
How many WhatsApp messages should a store send?
Two to four promotional messages per month is a good range, plus transactional messages such as confirmations and reminders.
Do I need the WhatsApp Business API?
Not for a single small store. Multi-outlet brands that need automation, segmentation and CRM integration benefit from the API through an approved provider.
Want this done for your brand?
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