Why Conversational Selling Wins for D2C on WhatsApp

This is the second blog in our series on elevating the D2C customer journey through WhatsApp conversational commerce. We’re on a journey to break down each stage of the e-commerce D2C customer experience and show how conversational selling can drive better results. In this installment, we focus on the foundation of that journey: understanding conversational selling and why it’s becoming the new standard for D2C brands.

In the world of D2C e-commerce, one trend is impossible to ignore, customers now expect conversations, not one-way marketing. Did you know that two-thirds of consumers have made a purchase after chatting with a brand on WhatsApp ? This isn’t a random stat; it highlights a fundamental shift in how people prefer to shop and engage. Instead of just browsing a website or receiving emails, shoppers want real-time, personalized interactions with brands on their favorite messaging apps. This blog will explain what conversational selling is and why it matters for D2C, how WhatsApp evolved from a support tool to a full-funnel sales channel, and which key performance indicators (KPIs) it can improve for your business. By the end, you’ll see why conversational selling isn’t just a buzzword, it’s quickly becoming the new gold standard for D2C growth.

What Is Conversational Selling (and Why It Matters for D2C)?

Conversational selling is an approach to sales that leverages real-time, two-way communication with customers, typically through chat or messaging, to guide them through the buying process. In simple terms, it means selling products by chatting with your customers in a personalized, interactive way. This could be via a live chat on your website, an AI chatbot, or more commonly now, through messaging platforms like WhatsApp, Facebook Messenger, or SMS. Instead of pushing customers down a linear sales funnel with forms and static pages, conversational selling invites them into a dialogue. It’s akin to having a friendly salesperson available 24/7, but via text-based conversation.

For D2C brands, conversational selling is especially powerful. D2C companies thrive by building direct relationships with customers (since there’s no intermediary retailer), and what’s more direct than a one-on-one conversation? By engaging shoppers in chat, brands can replicate the personalized service of an in-store experience, answering questions, providing recommendations, and addressing concerns in the moment. This matters because customers today crave immediacy and personalization. In fact, 71% of consumers expect support interactions to feel natural and conversational (not scripted) and 72% want service immediately, according to recent customer experience trends . A conversational approach aligns perfectly with these expectations by providing fast, tailored responses in a human-like tone.

Most importantly, conversational selling drives tangible results. When a customer gets to chat with a brand and receive instant, customized help, they’re far more likely to buy. We already mentioned that about 66% of customers have made purchases after communicating with a brand on WhatsApp . That stat alone answers the “why does it matter” question: because chat converts browsers into buyers. When shoppers can ask “Do you have this in my size?” or “What’s the warranty on this product?” and get an instant answer, their purchase hesitation melts away. Real-time engagement builds trust and confidence to hit the “Buy” button.

Conversational selling also matters for building long-term loyalty in D2C. These chats aren’t just transactions; they are relationship-building moments. Customers feel heard and taken care of. Notably, 70% of consumers say that messaging with a brand improves their perception of that company . The ability to talk to a real person (or a very helpful bot) who listens and adapts makes a brand feel more trustworthy and accessible. Especially for a D2C brand that customers may be discovering for the first time (without a physical store presence), conversational selling provides a human touch at scale. It’s like having a friendly store associate available at the click of a button, giving buyers confidence in the brand. In summary, conversational selling matters because it bridges the gap between the convenience of online shopping and the personal connection of in-store retail, and for D2C brands that connection can be a game-changer for conversion rates and customer satisfaction.

If you want the ‘feels human’ playbook, this breaks down human-like AI on WhatsApp: https://www.wapikit.com/blog/human-like-ai-whatsapp-future-customer-experience

Why WhatsApp Is the Go-To Channel for Conversational Selling in D2C

When it comes to conversational selling, WhatsApp has emerged as the preferred sales channel for D2C brands. But why WhatsApp? What makes this app, originally meant for chatting with friends, such a powerful tool for commerce? It turns out a combination of massive user adoption, incredible engagement stats, and rich features have positioned WhatsApp as the ideal medium for chat-based selling.

First, the sheer reach of WhatsApp is unbeatable. With around 3 billion users worldwide, WhatsApp is the most-used messaging app on the planet. In many regions critical for D2C (like India, Latin America, parts of Europe and Southeast Asia), WhatsApp is practically ubiquitous on smartphones. Being where your customers already are is half the battle won. D2C brands know that their target audience is likely on WhatsApp daily, so it’s a natural place to start a conversation. In fact, users worldwide spend over 16 hours a month on WhatsApp on average, it’s an app people live in, which means marketing messages get seen.

That leads to the next point: engagement and open rates on WhatsApp dwarf those of traditional channels. WhatsApp messages have an astonishing 98% open rate, the highest of any channel. Compare that to email (where a 20% open rate is considered good) and you see why brands are excited. Essentially, almost every message you send via WhatsApp will be read by the customer, a dream scenario for marketers. And it’s not just opens; response rates are through the roof as well. One analysis found that customers respond on WhatsApp at an average 40% rate, vs only 6% on email. People are far more likely to click or reply to a WhatsApp message because it feels like a personal chat rather than spam. For D2C brands, this means conversational campaigns on WhatsApp can drive immediate engagement, whether it’s a product inquiry or a promotional offer.

Crucially, consumers actually prefer chatting on WhatsApp with brands. We’re not dragging them there, they want it. Surveys show that 50% of consumers rank texting or messaging as their preferred way to reach a brand. Think about that: half of your potential customers would rather send a message than call a hotline or fill a contact form. It makes sense, messaging a business is convenient, quick, and fits into their daily chat habits. In fact, many people now say they’d rather chat with a brand on WhatsApp than have a phone call or even speak to a salesperson in person. (One lighthearted survey even found some consumers would choose messaging a brand over doing chores like laundry or exercise, that’s how comfortable and easy it feels! ) The bottom line is, offering a WhatsApp conversation option meets customers on their terms. It’s a familiar environment where they feel in control, they can ask a question when it pops into their head, get a quick reply, and even step away from the chat and come back later without losing the thread (an asynchronous convenience unique to messaging).

WhatsApp has also become feature-rich for commerce, which further explains the shift. It’s no longer just text and emojis. Brands can use WhatsApp Business features like product catalogs, carousels, list messages, quick reply buttons, and even accept payments in-chat (in some regions) to streamline the shopping experience. This means a customer can go from inquiry to browsing products to checkout all within WhatsApp. No clunky jumps to a website login or a phone call, it’s a seamless journey inside the chat. For example, a D2C skincare brand can showcase best-sellers via a WhatsApp product catalog when a user asks “What do you recommend for dry skin?”, complete with images and prices, and the customer can place the order right there. This convenience is a major reason WhatsApp is becoming a full-funnel tool.

Another reason WhatsApp stands out is the trust factor. Because WhatsApp is tied to phone numbers and has end-to-end encryption, people tend to trust it more than random web pop-ups or emails (which can be phishing). When a customer opts in to receive WhatsApp messages from a brand, they know who is messaging them. It feels like a personal, private conversation. This trust translates into willingness to engage deeply. According to a Meta (Facebook) survey, 69% of consumers said they are more likely to buy from companies that they can contact via WhatsApp . And as mentioned earlier, 66% have actually made purchases after chatting on WhatsApp. Those numbers underscore that WhatsApp isn’t just a nice-to-have channel; it can directly influence buying decisions by making customers feel comfortable and connected.

Finally, we have to acknowledge how widely WhatsApp is now used for business interactions, it’s not just you considering it, many businesses are already there. Globally, 175 million people message a WhatsApp Business account every day . This shows that users of the app have embraced interacting with brands as a normal activity, not a novelty. From checking order status to asking product advice, consumers are turning to WhatsApp as an easy customer service and shopping hotline. And with the WhatsApp Business API enabling automation and scalable conversations, even medium and large D2C brands can handle thousands of chats efficiently. All these factors combined (mass user base, off-the-charts engagement, consumer preference, rich commerce features) explain why WhatsApp has become the go-to channel for conversational selling. If you’re a D2C brand looking to ride the conversational commerce wave, WhatsApp is likely to give you the biggest bang for your buck in 2025 and beyond.

Need current adoption and engagement benchmarks in one place? https://www.wapikit.com/blog/global-whatsapp-business-statistics-2025

From One-Way Blasts to Two-Way Chats: WhatsApp’s Evolution into a Full-Funnel Channel

It wasn’t long ago that WhatsApp was used by businesses mostly as a support or notification tool, think delivery updates, support chats, or the occasional broadcast message about a sale. In the early days of WhatsApp Business, communication was often one-way or reactive: brands would blast out a promotion or update, and customers might receive it passively, much like an SMS alert. The channel was seen as a convenient way to reach people, but not necessarily a place to have a conversation. However, this has changed dramatically. Today, WhatsApp has evolved into a full-funnel engagement channel, supporting every stage of the customer journey from marketing and sales to support and retention. The key shift has been from those one-way broadcasts to two-way, boutique-style interactions that mirror a personalized shopping experience.

What do we mean by “boutique-style” interactions? Picture the experience of walking into a small boutique store: a sales assistant greets you, asks if you need help, learns your preferences, and guides you to products you might love. The interaction is two-way, you ask questions, they provide suggestions, perhaps even styling advice, and you end up with something you’re happy to buy. Conversational selling on WhatsApp aims to recreate that intimate, consultative experience through chat. Instead of a generic “20% off today!” mass text (the old one-way approach), a boutique-style WhatsApp interaction might look like this: A customer receives a message about a new collection, they reply asking about available sizes or recommendations, the brand’s representative (or AI chatbot) responds in real time with tailored suggestions or even photos, the customer asks to see more or requests a discount for a bundle, the brand can negotiate or offer a promo code right there, and eventually the customer checks out via a link or in-app payment. It’s a conversation, back and forth just like you’d have with a helpful salesperson in person.

This evolution has been fueled by WhatsApp opening up its platform and by businesses recognizing the potential of interactivity. Originally, WhatsApp’s API had limitations that kept interactions somewhat constrained (like template messages mainly for notifications). But now, with session messaging and chatbot integrations, brands have more freedom to chat fluidly. They can send outbound messages that invite replies and crucially, they want replies, because that’s where engagement happens. We’ve moved from “let’s see how many people clicked our WhatsApp blast” to “let’s have a hundred personal conversations with interested customers today.” And those conversations can be richly supported with automation: AI chatbots can handle the common queries or initial responses, then seamlessly hand off to human agents for more complex questions or high-value customers, blending efficiency with personal touch.

WhatsApp is now truly full-funnel. Consider how it fits at each stage:

• Awareness/Acquisition: A customer first discovers your brand via a Facebook/Instagram ad that offers a “Message us on WhatsApp to learn more” call-to-action. They click and immediately enter a chat where an automated greeting asks how it can help, effectively acting as a top-of-funnel lead capture. Perhaps they ask about product recommendations, or maybe they just say “Hi, I saw your ad.” The conversation has started, and you’ve captured a lead in a far more interactive way than a web form.

• Consideration/Engagement: The customer is now considering a purchase. Instead of browsing a static FAQ or being left to figure out details on the website, they can ask direct questions in WhatsApp: “Is this shoe true to size? Do you have customer photos? What’s your return policy if it doesn’t fit?” All these are answered in real time in chat. The brand might even send a quick 10-second video clip of the shoes or a carousel of images, making the experience richer. It’s consultative selling, guiding the buyer by conversation, which often leads to higher confidence in the purchase.

• Conversion/Purchase: When the customer is ready to buy, WhatsApp steps up to ease the process. Through the chat, you can drop a direct checkout link or use WhatsApp Pay (where available). Or use interactive messages to let the user select an item variant or provide their address securely. It’s now common for brands to close sales entirely within WhatsApp. For example, a D2C fashion brand might have an agent finalize an order by sending a payment request link in chat, which the customer pays without ever leaving WhatsApp. No clunky redirect to a web checkout that might scare them off, it’s an extension of the same friendly conversation.

• Support/Post-Purchase: After buying, that same WhatsApp thread becomes a support channel. The customer gets their order confirmation and shipping updates via WhatsApp. If they have an issue or question (“Hey, my package is delayed” or “Can I chvange the color?”), they just continue the chat. No need to look up an order number on a website, the context is already there in the messages. This continuity is a huge advantage of WhatsApp’s conversational thread model. And because the chat is always available, customers increasingly use WhatsApp as their go-to for any post-purchase support. Brands are even sending how-to guides, setup videos, or collecting feedback via WhatsApp, extending the conversation well beyond the sale.

The result of this evolution is that WhatsApp is no longer just a minor add-on to your marketing mix; it’s becoming a central hub for customer interaction. Brands have started treating WhatsApp like a digital storefront of its own, one where the storefront is a chat interface. Instead of browsing aisles, customers browse a conversation. The upside is clear: customers feel like the brand is highly accessible and responsive, almost like a friend on chat. This drives engagement and trust. A boutique owner might know regular customers by name and preference; similarly, in WhatsApp chats, a brand (with the help of CRM integrations) can recognize a returning customer and greet them with, “Hi Jane, welcome back! Loved that you enjoyed the moisturizer last month, let us know if you need a refill or have questions.” It’s that level of personal touch at scale.

One key mindset shift for businesses here is embracing two-way dialogue instead of just pushing promotions. The brands winning on WhatsApp are those that encourage customers to reply and engage. It transforms marketing from a lecture into a conversation. As Wapikit (a conversational messaging platform) nicely put it: “Shoppers are using WhatsApp to talk with brands, and not just hear from them.” . That captures it perfectly. If your current WhatsApp strategy is only “blast a coupon code to everyone and hope some click,” you’re missing the bigger opportunity. Customers want to talk with you. They have questions, they seek advice, and sometimes they just appreciate that there’s a real human (or a very human-like AI) on the other end of the chat when they need it.

In summary, WhatsApp’s evolution into a full-funnel channel means conversational selling can happen at every step: from the first time someone hears about your brand, to the moment they purchase, to the support and follow-up that brings them back again. It’s a continuous conversation, not disjointed steps. And this two-way, conversational approach is setting a new standard for D2C customer journeys, one that feels more like a service-oriented boutique rather than an impersonal online store

Here’s the conversation-first growth playbook teams use at scale: https://www.wapikit.com/blog/advanced-whatsapp-marketing-scale-with-conversations

The Business Impact: Which KPIs Improve with Conversational Selling?

Adopting conversational selling isn’t just a feel-good move to please customers, it delivers serious improvements in key metrics that D2C sales leaders care about. Let’s look at a few KPIs (Key Performance Indicators) that see a lift when you shift to real-time, chat-based selling and support, especially on platforms like WhatsApp.

1. Conversion Rate, Turning Chats into Sales: Perhaps the most headline-grabbing impact is on conversion rates. When customers engage in a conversation, they convert at much higher rates than those who don’t. How much higher? Studies have found that shoppers who use AI-assisted chat are four times more likely to convert compared to those who navigate on their own. To put it in perspective, one report showed about 12.3% of shoppers who engaged with an AI chat made a purchase, versus only 3.1% who didn’t use chat. That’s a 4× conversion boost attributable purely to the conversational interaction! Even without AI, live chat with human agents has long been known to boost conversion by giving customers immediate answers and confidence to buy. The AI just makes it scalable to every visitor. The reason is simple: many customers drop off from buying because of small uncertainties or lack of information, a quick chat can resolve those and close the sale. By guiding the customer in the moment (“Yes, this jacket is available in your size,” “Here’s a photo of it in the color you asked for,” or “Let me give you a 10% off code to decide now”), conversational selling removes friction from the purchase process. The result is more of those chats turning into checkout confirmations.

2. Speed to Lead, Faster Responses, Higher Conversions: In traditional sales, there’s a well-known principle that the faster you respond to a lead, the higher your chances of converting them. Conversational selling turbocharges your response times because it encourages immediate engagement (often automated). On WhatsApp, if someone messages your brand, they expect a quick reply and if you deliver, it pays off. According to industry data, responding to a new lead within 15 minutes can boost conversion rates by 80% . That’s an astounding figure: imagine two identical leads, except one gets an answer on WhatsApp right away and the other waits an hour, the one answered promptly could be nearly twice as likely to buy. The lesson for D2C teams is “speed = revenue.” Conversational channels like WhatsApp are perfect for this because you can set up instant autoresponders (“Hi! We’ve received your query and we’re checking on it…”) and have AI or reps ready to continue the conversation almost in real-time. Compared to email or web forms, where a response might take hours or days, WhatsApp feels instantaneous. Even if the detailed follow-up comes a few minutes later, that’s still within the golden window. By integrating chatbots, you ensure no lead goes unattended; common questions get answered immediately, and more complex inquiries are routed to a human with context, all within minutes. The 15-minute rule is really a new 5-minute rule in the era of WhatsApp quicker is always better, and conversational selling infrastructure makes it achievable. Brands that excel here often advertise their responsiveness as a selling point (“Chat with us anytime, we respond in minutes!”) and it certainly shows in their conversion metrics.

3. Engagement Rate and Customer Interaction KPIs: Another set of metrics improved by conversational selling are those around customer engagement, things like message open rates, click-through rates (CTR) on offers, and response rates. We’ve already highlighted how WhatsApp messages see ~98% open rates , practically guaranteeing your content is seen. This alone can improve the ROI of campaigns (since nearly your whole audience actually reads the offer). But beyond opens, the nature of conversational marketing is that it invites response. Instead of measuring success by “% of people who clicked a link,” you might measure “% of people who replied to our message.” Higher engagement shows stronger customer interest and connection. Many brands report that WhatsApp campaigns can achieve 4-5× higher click or interaction rates than email or social media campaigns, directly translating to more leads and sales opportunities. For example, a broadcast about a flash sale sent on WhatsApp might get 30-40% of recipients to respond or click through, whereas the same via email might only get 5-10%. More engaged customers mean better sales outcomes, and conversational selling is essentially an engagement engine.

4. Customer Satisfaction (CSAT) and NPS: While not a sales metric per se, customer satisfaction is a KPI that ultimately affects revenue through repeat purchases and word-of-mouth. Conversational selling often doubles as conversational support, giving customers timely help. This has a big positive impact on satisfaction scores. Customers appreciate when a brand is easy to reach and quick to help, it reduces the frustration of shopping. If a buyer can ask “Where is my order?” on WhatsApp and get an immediate update, or request a product exchange and have it processed in-chat, they’re going to rate the experience highly. Some companies track their NPS (Net Promoter Score) or CSAT specifically for chat interactions and see significantly higher scores compared to email or call center interactions. The personal, informal tone of chat plus the speed, makes customers feel valued. For D2C brands, this means conversational selling doesn’t just close one sale, it lays the groundwork for higher lifetime value. A happy customer is more likely to buy again and refer friends. So indirectly, the KPI of repeat purchase rate also climbs with conversational commerce. (One stat from WhatsApp’s own research noted that using WhatsApp for post-purchase engagement led to a 40% higher repeat purchase rate compared to traditional channels .)

5. Efficiency Metrics (Cost per Acquisition, Support Costs): It’s worth noting that conversational selling, especially with AI and automation, can improve efficiency-related KPIs too. Many D2C brands find that once they implement WhatsApp chatbots and automated campaigns, their cost per acquisition (CPA) drops. This is because each chat agent (bot or human) can handle multiple conversations concurrently and nurture leads more effectively than traditional ads that require multiple touchpoints. Similarly, customer support costs per ticket often decrease, one WhatsApp agent can resolve as many queries as several call agents, and bots handle FAQs at near zero marginal cost. While this is more about cost savings than revenue generation, it directly affects the bottom line. A concrete example: Indian businesses have reported up to 70% reduction in call center costs by using WhatsApp for support, thanks to automation . So conversational selling/support is not just boosting top-line metrics, but also improving operational KPIs.

In essence, shifting to a conversational selling model delivers a win-win: customers get better service and personalization, and brands see higher conversions, faster sales cycles, and improved loyalty. It’s important to track these metrics before and after implementing chat commerce initiatives to quantify the impact. If you do, don’t be surprised to find numbers like “4X conversion uplift” or “response rate up from 5% to 50%” in your reports, these are the kinds of game-changing improvements that make conversational selling the new standard for D2C. The data backs it up, and so does the customer sentiment. When done right, conversational selling via WhatsApp or similar platforms isn’t just another marketing experiment; it becomes a core strategy for driving sustainable growth.

Conclusion: Conversational Commerce as the New D2C Standard

Conversational selling has moved from an experimental idea to a foundational strategy for D2C brands. As we’ve discussed, it’s rooted in a simple truth: customers want to engage with businesses as easily as they chat with friends. By embracing real-time, personalized conversations, brands can meet this expectation and reap the rewards in higher conversion rates, better customer relationships, and greater loyalty. WhatsApp, in particular, has proven to be a powerful enabler of this trend, blending the reach of a mass channel with the personal touch of a one-on-one chat.

For D2C leaders, the implications are clear. If you haven’t already, now is the time to treat conversational selling as a new standard, not an optional add-on. The days of relying solely on broadcast emails or impersonal web stores are numbered. In their place is a model where the conversation is the commerce. A potential customer isn’t just a traffic statistic on Google Analytics; they’re a name in your WhatsApp inbox asking a question that you can answer right now. Brands that excel at capturing and nurturing these conversations will outpace those that don’t, because they’re converting interest into sales with far greater efficiency.

Adopting conversational selling might require some shifts, implementing WhatsApp Business API or similar tools, training your team (or AI chatbot) to converse in your brand’s voice, and re-mapping customer journeys to include chat touchpoints. But the effort is worth it, as evidenced by the metrics we’ve seen and the customer enthusiasm for this mode of shopping. It’s also a self-reinforcing cycle: the more you engage customers in conversation, the more you learn about their needs, which in turn helps you personalize future interactions even more. Over time, your brand isn’t just selling a product, it’s offering an ongoing dialogue, an experience that sets you apart in a crowded D2C market.

In this “foundation” piece of our series, we highlighted why conversational selling is becoming the norm. Going forward, each part of the D2C customer journey (from awareness to retention) can be enhanced with this conversational approach. We’re excited to continue this journey and break down those stages in future blogs. The key takeaway for now: Conversational commerce isn’t just a trend, it’s the new D2C standard because it aligns perfectly with what modern consumers want and what brands need to succeed. If you make shopping as easy as sending a message, you’re not just selling, you’re building relationships that last. And that is the foundation of sustainable growth in D2C.

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FAQs on Conversational Selling and WhatsApp Commerce

Q1: What does conversational selling mean in D2C e-commerce?

A: Conversational selling refers to the practice of engaging customers in real-time, personalized dialogue (usually via chat or messaging apps) to sell products and services. In D2C e-commerce, it means instead of a one-way sales pitch, the brand and customer have a back-and-forth conversation, answering questions, giving recommendations, and providing support, as part of the buying process. This approach replicates the feel of an in-store consultation. For example, a D2C apparel brand might use conversational selling by helping a customer find the right size or style over a WhatsApp chat. The result is a more personalized shopping experience that can lead to higher conversions and customer satisfaction.

Q2: Why are D2C brands shifting sales to WhatsApp as a channel?

A: D2C brands are embracing WhatsApp as a sales channel because that’s where customers are spending their time and it gets results. WhatsApp offers huge reach and engagement, with billions of users and message open rates around 98%, far better than email or ads. Customers also prefer the convenience of chatting on WhatsApp; surveys show many shoppers would rather message a brand than call or email. This means using WhatsApp lowers friction for the customer. Additionally, WhatsApp has introduced business-friendly features (like product catalogs, quick replies, and even payments) that make it easy to showcase products and close sales in-app. In short, D2C brands find that WhatsApp commerce lets them interact with shoppers in a familiar, trusted environment, leading to higher conversion rates and better customer relationships. The shift is part of a broader trend of WhatsApp sales and support replacing more traditional channels for direct brands.

Q3: How does chat-based selling improve conversion rates?

A: Chat-based selling (whether through live agents or AI chatbots) improves conversion rates by addressing customer needs instantly and personally. When shoppers can ask questions and get immediate answers in a chat, they’re more likely to move forward with a purchase instead of leaving the site. For instance, if a customer is unsure about a product detail, a quick clarifying answer in chat can be the difference between buying and bouncing. There’s evidence that AI-assisted chats can boost conversion rates up to 4X compared to no chat . The reasons include reduced uncertainty, increased trust, and the ability to offer tailored recommendations on the fly. Moreover, conversational selling often means customers are engaged when their intent is highest (for example, right when they’re looking at a product, they can chat). By guiding the customer in real time and even handling objections or offering small incentives (like a discount code shared in chat), chat-based selling creates an experience where customers feel confident to complete the purchase.

Q4: What are some emerging chat commerce trends for 2025 in the D2C space?

A: Several chat commerce trends are shaping 2025 for D2C brands. One big trend is the rise of AI chatbots and virtual shopping assistants on platforms like WhatsApp and websites. These AI bots are becoming more human-like, handling everything from product quizzes to personalized recommendations at scale. Another trend is the integration of rich media in chats, brands are using videos, interactive product carousels, and even AR try-ons within messaging apps to enhance conversational selling. We also see messaging apps expanding into full shopping platforms, for example with WhatsApp introducing features for in-app catalogs and payments, making it a one-stop shop. Omnichannel integration is a trend too, customers might start a conversation on Instagram DMs and continue on WhatsApp or a web chat seamlessly, so D2C brands are unifying the chat experience. Lastly, hyper-personalization through chat is growing: using customer data, brands can have highly tailored conversations (like greeting you by name and knowing your past orders) which improves engagement. All these trends point toward chat commerce becoming more sophisticated, convenient, and central to the e-commerce experience.

Q5: How can my brand get started with conversational selling on WhatsApp?

A: To start conversational selling on WhatsApp, you’ll want to use the WhatsApp Business Platform (API) or the WhatsApp Business App (for very small businesses) to engage customers professionally. First, set up a WhatsApp Business account with a verified profile this builds trust. Next, integrate a solution for managing chats at scale. This could be a customer support tool or a conversational commerce platform (like Wapikit or others) that supports WhatsApp API, so you can automate messages and handle multiple conversations. Begin by identifying key use cases: for example, set up a welcome message for new customers who message you, prepare quick replies for common questions, and perhaps create a simple chatbot flow for FAQs or product inquiries. Promote your WhatsApp channel on your website and social media (e.g., “Chat with us on WhatsApp for instant help”). Start small, maybe with customer support or post-purchase follow-ups, and then expand into proactive outreach like marketing broadcasts or abandoned cart reminders (ensure you have user opt-in for messages). Monitor the interactions and gather feedback. Over time, you can refine your conversational style, add more automation or AI to assist, and train your team to handle sales conversations effectively. The key is to remain responsive and helpful in the chat, customers will quickly see the value, and you’ll start noticing the impact on your sales and satisfaction metrics.