Enhancing Customer Engagement With WhatsApp Utility Messaging

Discover how WhatsApp utility messaging is reshaping customer engagement—driving loyalty, reducing costs, and delivering results across industries

Building Meaningful Customer Relationships in a Dynamic Market 

In today’s fast-evolving marketplace, cultivating meaningful customer relationships requires more than transactional interactions. It demands authentic engagement and presence across the customer journey—especially on their preferred messaging platforms. By integrating messaging throughout the customer lifecycle, leading businesses foster continuous engagement and unlock new opportunities to deliver value. 

One critical post-purchase opportunity involves sharing timely updates such as order statuses, payment reminders, and essential notifications. These communications extend engagement beyond the initial transaction and reinforce brand trust. 

To maximize impact, updates should be delivered via two-way conversational channels that customers actively use. WhatsApp stands out as a widely adopted platform. A Unifonic-commissioned survey of 1,000 business professionals across KSA and UAE revealed that two-thirds prefer WhatsApp for brand communication. With 21.46 million users, it remains Saudi Arabia’s most-used social platform and continues to gain traction among businesses. 

Unlocking Value with WhatsApp Utility Messaging 

Utility messages on WhatsApp are business-initiated communications designed for post-purchase engagement. These outbound messages—sent to customers who have opted in—are ideal for time-sensitive updates, rich media experiences, and actionable interactions within a 24-hour window.

They help businesses: 

• Boost return on investment  
• Enhance customer experience  
• Drive results across the customer journey  
  
  

Driving Engagement Through WhatsApp Utility Messaging

Customer engagement is no longer optional—it’s essential. Engaged customers are more loyal, make repeat purchases, and advocate for brands. WhatsApp utility messaging enables personalized, contextual communication that meets customers where they are. 

Research shows: 

• 88% of businesses agree Meta channels (including WhatsApp) improve open and clickthrough rates compared to legacy channels.
• 95% believe these channels enhance customer experience.
• 8 out of 10 consumers plan to continue using messaging to interact with businesses. 

Industry Use Cases: Retail and Financial Services 

Retail & E-commerce: Order Management 
Use utility messages to confirm, update, or cancel orders with rich media and interactivity. 

Business Impact:  

• Higher fulfillment rates and fewer missed deliveries  
• Lower customer service costs through automation  
• Increased engagement via interactive features  
  
  

Financial Services: Account & Payment Management 
 

Send account updates, alerts, and payment reminders with rich media and backend integrations.

Business Impact:  

• Fewer late payments and increased revenue  
• Higher conversion rates with verified messaging  
• Reduced support costs through automation  

Simplifying Integration with No-Code Automation 

Managing utility messages at scale requires automation. As a premier Meta Partner, Unifonic empowers businesses to automate WhatsApp messaging through its AI-powered, cloud-based platform. The platform’s no-code conversational solutions centralize data and streamline messaging workflows—no technical expertise required. 

With Unifonic, businesses can send personalized, contextual WhatsApp messages that drive results across the customer journey—from critical updates to promotional offers. 

Real-World Success Stories 

• Shifa Hospital uses WhatsApp for booking services, managing appointments, and receiving updates—reducing communication costs per patient by 95%.
• Jawa Human Resources sends invoices and updates via WhatsApp, supported by a chatbot that collects and centralizes customer data. This shift led to over 50% of communications moving from voice to WhatsApp, with response times averaging 4.5 seconds.
• Buy-now-pay-later provider, Tabby, shares payment reminders over WhatsApp, with a chatbot facilitating self-serve options related to payment options. This has increased their response rates. Remarkably, 10 per cent of customers who had not replied to reminders before started engaging and responding when contacted over WhatsApp. 

These examples, to name just a few, highlight WhatsApp utility messaging’s versatility and effectiveness in enhancing customer engagement and operational efficiency. 

Future Trends in Messaging: Staying Ahead with Unifonic

As customer expectations evolve, businesses must adopt innovative messaging strategies. Unifonic’s platform is built to adapt—leveraging automation, personalization, and AI to deliver timely, relevant messages. 

In conclusion, Unifonic’s AI-powered platform transforms customer engagement by simplifying WhatsApp utility messaging. Businesses can enhance customer journeys, drive measurable results, and stay ahead of the competition. Embrace the future of messaging with Unifonic.