If you are a business in Singapore, primarily if you sell B2C products, WhatsApp marketing is a cost-effective and highly effective tool for engaging with and selling customers, as almost 75% of Singaporeans use WhatsApp daily.
This does not mean using WhatsApp to send unsolicited mass messages or spam phone numbers bought off a list with sales messages.
Instead, businesses should use the platform as an engagement tool for customers who have already expressed interest in their brand. By leveraging its features, businesses can foster stronger relationships, enhance customer satisfaction, and drive sales.

10 Steps to Getting Started with WhatsApp Marketing
#1 - Set up WhatsApp Business
Setting up a WhatsApp Business account is highly recommended if you are a business or commercial brand.
This provides a professional profile with a verified badge, boosting credibility and trust. Additionally, it offers valuable tools such as message templates, labels, and statistics to streamline communication and track performance.
Set up WhatsApp Business by following these steps:
- Download the App – Download the WhatsApp Business app from the App Store or Google Play Store.
- Verify Your Business – Provide your business information, including name, address, and category. You will need to verify your phone number.
- Create a Business Profile – Add a profile picture, business description, website link, and business hours.
#2 - Set Up WhatsApp Business Built-in Tools
WhatsApp Business offers a range of built-in tools that can significantly enhance a brand’s customer engagement and operational efficiency. By effectively utilising these tools, businesses can streamline communication, improve response times, and elevate the overall customer experience.
Quick Replies, pre-written messages that can be swiftly sent to customers, are invaluable for addressing frequently asked questions and common customer inquiries. This feature not only saves time and effort but also ensures consistent and accurate information is delivered to customers.
Message Templates, structured messages with predefined text elements, are ideal for sending important notifications such as order confirmations, shipping updates, or appointment reminders. By using dynamic content within these templates, businesses can personalise messages and provide timely updates to customers.
Labels, a powerful organisational tool, allow businesses to categorise and prioritise customer conversations. By labelling chats based on specific topics, customer segments, or stages in the customer journey, businesses can efficiently manage and respond to inquiries.
#3 - Integrate WhatsApp Into Your Digital Assets
Integrate WhatsApp into your website and social media platforms. By providing a clear call-to-action (CTA) to connect via WhatsApp, you invite potential customers to initiate contact on their terms. This approach respects their privacy and avoids the perception of intrusive marketing.
If you run digital ads on Facebook and Instagram, set up Click-to-WhatsApp ads to drive traffic directly to WhatsApp, initiating conversations and facilitating sales.
#4 - Build a Customer Database
A customer database with your customers’/prospects’ names and contact information is essential for your business.
A well-structured customer database allows you to tailor marketing campaigns, offer relevant products and services, and deliver timely communications. This personalised approach enhances customer experience, fosters loyalty, and drives sales.
Building a customer database on your business phone’s address book is essential, but it must be done following compliance with Singapore’s Personal Data Protection Act (PDPA).
Always obtain consent from customers before adding them to WhatsApp groups or sending marketing messages. Be transparent about how you will use their contact information and provide an easy way to opt out of future communications.
#5 - Utilise WhatsApp Status Updates
WhatsApp status updates offer another avenue for engagement.
Businesses can keep customers informed and intrigued by sharing short video or image updates about new products, promotions, or behind-the-scenes glimpses.
This can generate excitement and anticipation, especially for product launches.

#6 - Create WhatApps Groups
WhatsApp groups can be another effective way to engage with a specific segment of your customer base.
Segment your customer base into specific groups based on shared interests, demographics, or purchase history to maximise engagement and deliver tailored content. For example, create a group for loyal customers, offering exclusive deals and early access to new products.
By creating targeted WhatsApp groups, brands can share relevant content such as product updates, behind-the-scenes glimpses, and customer testimonials. Polls and quizzes can be implemented within these groups to foster interaction and gather valuable feedback.
However, balancing informative content and promotional messages is crucial to avoid overwhelming group members.
#7 - Provide Enhanced Customer Service
Excellent customer support is crucial for building strong customer relationships. Prompt responses to customer queries, efficient problem-solving, and personalised assistance can significantly enhance customer satisfaction.
The platform also comes with file-sharing capabilities that can facilitate sharing of documents, images, and videos, enhancing customer understanding and problem-solving.
#8 - Run WhatsApp-only Marketing Promotions
To amplify engagement, plan dedicated WhatsApp marketing promotions that are only open to WhatsApp users.
These promotions can also be announced on your website and social media channels to drive customers to sign up for WhatsApp groups.
Run limited-time offers to create a sense of urgency and drive immediate action. Contests and giveaways can stimulate participation and generate buzz.
Product launch announcements on WhatsApp can build anticipation and create a sense of exclusivity.
#9 - Send Out Personalised Messages
One effective strategy is to send personalised messages. Birthday greetings coupled with exclusive discounts or offers can make customers feel valued. Similarly, acknowledging purchase anniversaries with thank-you messages and rewards reinforces brand loyalty. Additionally, suggesting products based on past purchases or browsing history provides a tailored customer experience and can lead to increased sales.
#10 - Measure and Analyse
Make it a habit to track metrics like message open rates, click-through rates, and conversion rates.
This will help you gain valuable insights into the effectiveness of your WhatsApp marketing efforts, refine strategies, and optimise future campaigns.
Just One Tool in the Tool Box
WhatsApp offers businesses in Singapore a powerful tool for engaging with customers and driving marketing efforts.
However, WhatsApp should be viewed as one marketing tool in a toolbox of marketing tactics. While it can enhance customer relationships and drive sales, it is most effective when used with other marketing channels and tactics.
While tactics such as WhatsApp marketing are essential for achieving short-term marketing goals, a strategic marketing plan and overarching marketing framework must guide them.
Without this strategic blueprint, marketing efforts can become disjointed and ineffective. Read this post detailing how to craft a big-picture marketing strategy to guide marketing tactics such as WhatsApp marketing.