If you have an online store and want to improve your sales without investing too much, using direct channels such as SMS and WhatsApp can make a big difference.
They are fast, personal means of communication that allow you to talk to your customers at the right time.
In this article, we share practical and concrete strategies to get the most out of these two channels.
Why use SMS and WhatsApp to sell?
They have extremely high open rates. An SMS or WhatsApp message is much more likely to be read than an email.
They create closeness. Talking via text message creates a feeling of direct, human contact.
They allow for immediate responses. Customers can check, ask questions, and buy right away.
They are ideal for automation without losing personalization.
Now, let’s look at specific strategies to get the most out of them.
1. Segment your contact base
Don’t send the same thing to everyone. Separate your base according to criteria such as:
- Frequent buyers
- Inactive customers
- Abandoned carts
- People interested in a specific category
Specific example: If someone always buys pet products, don’t send them a promotion for school backpacks. Instead, you could send them something like this:
“Hi, Sofia! This weekend we have 20% off cat food. Only on WhatsApp 🐱 Shall I reserve some for you?”
2. Use WhatsApp to close sales started in your store
If someone abandoned their cart, don’t let them cool off. Send a short, friendly message.
Practical example of a message for abandoned carts:
“Hi, are you still interested in the Nike sneakers you saw? I can hold them for you until tonight with free shipping.”
This type of message works because:
- It calls them by name (if you have it)
- It mentions the specific product
- It gives a concrete benefit
- It creates urgency with a clear deadline
3. Offer real-time, human customer service
Automation is fine, but don’t leave customers without a real response. Combine simple bots with a person behind the scenes who can step in.
Tip: Use an automated initial message that says:
“Thank you for your message 😊 I am the automatic assistant for [name of your store]. If you would like to speak to someone from the team, reply HUMAN and we will transfer you.”
This improves the customer experience and trust.
4. Create outreach campaigns with exclusive offers
WhatsApp and SMS aren’t just for responding. You can also use them to launch targeted campaigns with exclusive promotions.
Tips for campaigns:
- Make them timely (e.g., weekends, special dates, new product launches)
- Use simple, clear language
- Add a call to action (CTA)
Example of a campaign SMS:
“Today only: 15% OFF all Stanley thermoses. Click here 👉 [link] and use the coupon code CALOR15 🔥”
5. Take advantage of WhatsApp Business catalogs
If you use WhatsApp Business, you can upload your products with photos, prices, and descriptions. This makes it easy to buy directly from the chat.
Specific tip:
- Keep categories well organized
- Use clean, clear images
- Update it often (nothing worse than showing a product that’s out of stock)
Plus, when a customer asks about something, you can send them the link to the product in your catalog directly.
6. Offer payments from the same channel
Don’t make the customer go from app to app. On WhatsApp, you can send them:
- A direct link to a pre-built shopping cart
- A payment link via PayPal, or whatever gateway you use
- Immediate confirmation when they pay
Example:
“All done, your Adidas bag is reserved! Here’s the payment link 👉 [link]. Once you complete the payment, we’ll arrange shipping 😊”
7. Automate reminders and follow-ups
You can schedule automatic messages to:
- Confirm purchases
- Remind customers of appointments or deliveries
- Request feedback
- Re-contact customers after a certain period of time without a purchase
Example of post-sale follow-up via WhatsApp:
“Hello, Juan! Did your coffee maker arrive safely? ☕ If you need help or have any questions, we are here for you.”
These types of messages improve trust, reduce returns, and can generate repeat purchases.
8. Measure and improve: don’t do everything blindly
WhatsApp Business and some SMS messaging platforms allow you to see:
- How many people opened the message
- How many clicked
- How many responded
Helpful tip: Do A/B testing. For example, send two different versions of the same message and compare which one works best. Change the call to action, the emoji, or the time of sending.
9. Choose the time and frequency of your messages carefully
Sending too many messages can tire the customer. Sending at inconvenient times can irritate them.
Specific tips:
- Recommended times: between 10 a.m. and 1 p.m. or between 5 p.m. and 8 p.m.
- Ideal frequency: 1 or 2 times per week, maximum
If you are going to send more often, make sure the content is valuable (real offers, important updates).
10. Always include an option to unsubscribe
It is essential to respect the customer. In every SMS or WhatsApp campaign, make it clear that they can stop receiving messages.
Clear example:
“If you do not want to receive any more messages, please reply UNSUBSCRIBE.”
This builds trust and prevents spam reports.
In summary
Both SMS and WhatsApp are powerful channels for selling more, but they require strategy, respect for the customer, and a good balance between automation and human touch.
Key points to apply today:
- Segment your audience well
- Personalize each message
- Offer fast, human service
- Automate without losing the personal touch
- Measure results and adjust
Don’t have an online store yet?
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Ready to sell more and better?