Maximising Sales and Customer Satisfaction with WhatsApp

29/11/2023 | by Lucy Lefroy

Maximising Sales and Customer Satisfaction with WhatsApp

WhatsApp has been a popular social outreach platform amongst our clients for a while now, and it’s easy to understand why. Not only is it seamlessly integrated into our all-in-one Retail Super-App platform – so no need to waste time with multiple apps or devices – it keeps all customer communication in one place. It has transformed the way our clients connect with customers on a daily basis, and as a result has had a substantial uptick on sales and loyalty.

In this article, we’ll explore why WhatsApp has revolutionised clienteling strategies, and we’ll share our recent statistics on usage and attribution, which we think will REALLY surprise you!

Clienteling and Customer Satisfaction

Clienteling plays a vital role in driving sales and ensuring customer satisfaction. By focusing on building individual relationships with customers, retailers can gain valuable insights into their preferences, needs, and shopping habits. This knowledge allows retailers to provide personalised recommendations and offers, creating a tailored shopping experience that keeps customers engaged and loyal.

Satisfied customers are more likely to become brand advocates, spreading positive word-of-mouth and attracting new customers. Investing in a clienteling strategy is not only beneficial for immediate sales, but also for long-term growth and success.

Social Messaging as a Clienteling Tool

WhatsApp, with its user-friendly interface and widespread popularity, has become a powerful tool for businesses to engage with their customers. Allowing retailers to communicate with customers in real-time and creating a direct line of communication that is both convenient and accessible, means businesses can use the platform to send personalised messages, updates, and offers directly to customers’ smartphones, ensuring their brand remains top-of-mind.

For many of our clients, WhatsApp is the perfect outreach platform. Not only is it widely used and preferred by many customers, it supports multimedia content like images and videos, enabling our clients to showcase products, send pictures from the shop floor and also provide in-depth information like look books. This interactive and personalised approach fosters a sense of exclusivity and builds trust between the retailer and the customer.

Benefits of Using WhatsApp within the Retail Super-App

Using WhatsApp directly from the Retail Super-App has numerous benefits for retailers. Firstly, it connects all the customer data and communication in one place, eliminating the the need for multiple logins, devices and apps. Reaching customers through their preferred channel allows for instant communication, enabling real-time interactions with customers. This helps retailers address any concerns or queries promptly, enhancing customer satisfaction and reducing the likelihood of negative feedback.

Furthermore, if a Sales Associate was to leave the business, all customer communication and data is recorded within the app, making it quick and seamless to pick up wherever the last sales associate left off. Because all our tools are connected in a single platform, valuable analytics and insights are recorded within the app, allowing retailers to track customer engagement, response rates, and conversion across all channels quickly and easily. These insights can then be used to refine and improve strategies, ensuring continuous growth and success.

By streamlining clienteling efforts and WhatsApp outreach into one platform like the Retail Super-App, the retailer allows for a seamless synchronisation of customer data, ensuring they have the most up-to-date information at their fingertips. By connecting data, brands can access customer profiles, purchase history, and preferences, enabling personalised recommendations and offers. Moreover, using the customers preferred channel of communication like WhatsApp, some tasks can be automated, like sending personalised birthday messages or follow-up emails after a purchase. This automation saves time, reaches the customer where they spend their time, and ensures that no customer is overlooked, enhancing the effectiveness of the clienteling efforts.

The importance of Training to Maximise return on investment

At Proximity, our Customer Success team work closely with clients to ensure they are getting the most out of their tool. Our teams run training sessions, regular reviews, share tips and trends, hold webinars for product and roadmap updates, and are always available to discuss latest features, approaches and best practices. Our Support team are also on hand to answer questions, technical issues and perform troubleshooting. At Proximity we provide comprehensive training sessions for all our clients that covers the setup process, messaging guidelines including GDPR, and customer engagement strategies. Additionally, we have a resource library that our clients use for tips, case studies, and frequently asked questions.


WhatsApp has revolutionised the way clienteling is executed, offering retailers a powerful tool to enhance sales and customer satisfaction. To read our WhatsApp factsheet and find out current response rates and attribution, click here.

If you’d like to find out how we can help your brand and support your clienteling requirements, get in touch for a demo today.

Lucy Lefroy

Written by Lucy Lefroy

Lucy Lefroy A marketing and communications specialist who has been working with global brands for over 14 years, Lucy is passionate about strategy, storytelling, and creative campaigns that provoke conversation and connection. Previous clients include Kimberly-Clark, LV, P&O Ferries, Disney, TUI, Kuoni.

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