Menu
We all know how quick the growth of e-commerce is. Every business whether big or small is turning towards an online selling system for growth. They know that getting their business online is today’s need. Customers of today like speed and convenience which online shopping can provide only if your e-commerce business is integrated with advanced technologies. These technologies are making it easier to connect with shoppers and provide a seamless experience across all platforms.
One powerful tool for better communication is WhatsApp business messaging. This tool is very beneficial for brands to quickly communicate with customers personally at every step of their shopping journey. As per the report by Spectrum’s State of WhatsApp Business Messaging, 69% of customers are willing to purchase from a brand that communicates with them via WhatsApp.
For brands, this means a huge opportunity. With the WhatsApp integration app, brands can chat with customers on an app they already use. This makes it easier to provide quick support, send personalized messages, and create a smooth shopping experience, all of which help increase sales and build customer trust.
Good and easy communication between customer and brand is very necessary to run an e-commerce business successfully. As soon as customers place an order, they expect an order confirmation notification and then they need real-time updates on when their parcel will be delivered. Moreover, when they send a query they want a quick response. A seamless shopping experience is what they want which can be provided only if brands provide an effective communication system i.e. via SMS, Email, or WhatsApp.
Many businesses still rely on traditional SMS systems, which come with several limitations:
Challenges of SMS for E-Commerce Communication:
SMS can be expensive, especially for businesses that need to send thousands of messages daily. Costs rise even higher when sending international messages.
SMS is a one-way communication channel. Customers often cannot reply to messages or ask follow-up questions, which leads to missed updates and frustration.
SMS platforms have strict message formatting rules, allowing little flexibility for businesses to personalize their messages.
Sending SMS internationally is often unreliable and more expensive, creating barriers for businesses looking to expand globally.
Because of these challenges, businesses need a smarter, more interactive communication solution that ensures real-time engagement, reduces costs, and enhances the overall customer experience.
With 2.7 billion active users, WhatsApp is the number one messaging app in 100+ countries. In Pakistan number of active WhatsApp users recorded is 52.3 million. As per Statista report, in fourth quarter of 2024, it has been downloaded over 10.91 times from the Google Play store in Pakistan.
WhatsApp also has the highest open rate among social media apps. About 86.1% of users check WhatsApp every day, even more than Facebook.
Here’s why WhatsApp is the best choice for e-commerce businesses:
WhatsApp messages have a 98% open rate, much higher than SMS or email. This means businesses can be sure that their updates, promotions, and alerts are actually seen by customers.
Unlike SMS, WhatsApp allows customers to respond instantly. This two-way interaction helps businesses provide better customer service, resolve issues quickly, and improve customer satisfaction.
WhatsApp messaging is cheaper than SMS, especially for international communication. Businesses can reduce their communication costs while reaching more customers effectively.
Along with communicating through plain text brands can also send many types of media files such as images (Product catalogs, order confirmations), videos (Product demos, promotions), links (Checkout pages, tracking updates), interactive Messages (Quick replies, buttons for easy navigation), and voice notes.
WhatsApp is available in 180+ countries and supports 16 languages, so people everywhere can use it easily which provides an opportunity for brands to sell internationally. Unlike SMS, which has network limitations and extra charges, WhatsApp provides seamless communication across borders.
WhatsApp Voice Calls help brands:
They also reduce cart abandonment by enabling direct follow-ups and improving customer trust through real-time interactions.
To solve these communication challenges, Ginkgo Retail now offers a WhatsApp Integration API for e-commerce brands. Using Meta’s WhatsApp API, this solution helps brands connect with customers instantly, making communication faster, clearer, and more efficient. It helps merchants provide real-time updates, reduce delivery issues, and improve customer satisfaction all through WhatsApp, the world’s most popular messaging app.
Here’s how it works:
Customers want to stay informed about their orders, and timely updates can make a big difference in their shopping experience. With Ginkgo Retail’s WhatsApp Integration API, brands can send automatic notifications at every stage of the order process, including:
Notify customers instantly when their order is placed.
Inform them when their order is verified and ready for processing.
Update them when their package is shipped, along with tracking details.
Let them know if their order is being shipped in multiple parts.
Notify customers if an order is canceled due to any reason.
Confirm successful delivery and request feedback.
These automated messages reduce the need for customers to call or email for order updates, making the shopping experience smoother and more convenient.
One of the biggest challenges in e-commerce is incorrect delivery addresses by which product is not delivered successfully. This causes delivery delays and also extra cost is put on the brand as product returns. With Ginkgo Retail’s Wrong Address Identification System, businesses can detect incorrect or incomplete addresses and fix them before dispatching orders.
By ensuring the right address before dispatch, businesses can save money, reduce returns, and improve customer satisfaction.
Customers sometimes forget to pick up their orders. Such failed deliveries put extra shipping costs on brands. To avoid this, Ginkgo Retail’s WhatsApp Integration app allows businesses to send:
Merchants can customize these reminders as per their business needs, ensuring better communication and fewer missed deliveries.
With WhatsApp e-commerce, brands can connect with customers worldwide without paying high costs and limitations like they have to face via SMS. WhatsApp is available in more than 180 countries and international messaging and calling doesn’t cause extra charges. Moreover, media files like images, videos, interactive messages, and voice notes can be sent through WhatsApp making communication easier and gaining customers’ trust.
Register your business on WhatsApp Business API with Ginkgo Retail’s help. Verify your business to comply with Meta’s guidelines. Set up a branded WhatsApp Business profile with your logo and details.
Link your WhatsApp Business number to Ginkgo Retail. Configure automated messaging workflows for order updates, address verification, and reminders. Set up custom message templates for real-time customer notifications.
Choose which order updates (confirmation, dispatch, delivery, etc.) to send automatically. Enable wrong address detection to identify and fix incorrect addresses. Set up personalized reminders for payments, deliveries, and abandoned carts.
Send test messages to check accuracy and timing. Verify customer engagement, make necessary adjustments, and ensure smooth communication flow before full deployment.
Start engaging customers through WhatsApp in real time. Track message open rates and customer responses. Use Ginkgo Retail’s analytics to optimize communication strategies. Get continuous support for seamless operation.
WhatsApp is more affordable as it allows businesses to send unlimited messages at a lower cost. This means you can reach more customers without increasing expenses.
When you send a message through SMS, you don’t know whether the recipient read it or not. Whereas via WhatsApp messages you stay updated on whether customers have seen your message or not. With this, you can make sure that your order updates, promotions, and reminders get attention. Customers can also reply instantly, making communication smooth and interactive.
One of the biggest reasons for order returns is wrong or incomplete addresses. With Ginkgo Retail’s WhatsApp Integration, businesses can detect and address mistakes and quickly confirm corrections with customers before dispatching orders. This reduces delivery failures, returns, and extra shipping costs.
Customers appreciate clear and timely updates about their orders. WhatsApp messages help businesses:
This keeps customers informed, engaged, and satisfied, leading to higher trust and loyalty.
As your business expands, WhatsApp grows with you. Whether you are serving local or international customers. This makes it easier for brands to expand globally without communication barriers.
WhatsApp integration facility is a remarkable step taken by Ginkgo Retail to facilitate brand communication with its customers. By combining the power of WhatsApp’s global reach and engagement with Ginkgo’s innovative features, merchants can now deliver exceptional customer experiences while optimizing their operations. If you’re ready to say goodbye to high SMS costs, low engagement, and inefficient communication, it’s time to get benefits from Ginkgo Retail’s WhatsApp integration.
Obaid Arshad is the CEO/Founder of Ginkgo Business Solution. He has diverse experience of 10+ years in versatile domains of e-commerce, logistics and tech-oriented business. His eminent role in ecommerce management empowered him to benefit the industry with his knowledge, vision and experience.
© 2025 – GinkgoRetail – All Rights Reserved