Andy Gilhooley
Printed on: 22 Might 2025

I lately got here again from South Africa, and I’ve to say the sport reserves and airways on the market simply is perhaps doing higher buyer messaging than most advertising groups I’ve labored with. 

No joke. I used to be two hours north of any cities, deep within the bush, and WhatsApp made your entire expertise so clean. Not electronic mail. Not an app. Not a printed affirmation. WhatsApp. And it labored fantastically. 

So, why are CRM groups nonetheless caught in a two-channel world (electronic mail and advertisements) whereas on a regular basis manufacturers, even within the African wilderness, are utilizing WhatsApp to ship smarter, quicker, and extra human buyer experiences? 

The 2-channel lure that’s ruining buyer expertise

Most advertising automation depends closely on email. It’s acquainted, comparatively low cost, and simple to construct journeys round. Pair it with Google and social advert retargeting, and also you’ve acquired your “always-on” technique, proper?

Everybody else is doing the identical although. Inboxes are crowded. Consideration is brief. Engagement is falling when you hold emailing the identical factor again and again. And when a key reserving electronic mail lands in spam, like my sport drive reserving affirmation did, it breaks the client expertise earlier than it even begins.

In the meantime, WhatsApp is sitting proper there; put in, opened each day, and trusted by your viewers.

Why entrepreneurs are hesitation relating to WhatsApp

You’ve most likely heard or stated your self one thing like this earlier than:

  • “WhatsApp feels too private for entrepreneurs to leap on.”
  • “It’s not constructed for campaigns.”
  • “It’s going to be costly.”
  • “We don’t have time to determine that out.”

Truthful issues however outdated. WhatsApp is greater than prepared for advertising and customer support, and tools like Spotler Message make it easy to make use of.

I feel many of the hesitancy comes from the second concern “It’s not constructed for campaigns.” And sure,that’s true when you’re solely pondering of utilizing the channel to ship low cost presents or restricted gross sales window sort messaging. This isn’t what prospects need.

The fixed bombardment over SMS from well-known pizza firms a number of years again have scarred entrepreneurs. So, let’s tackle that and discuss what “higher messaging” truly appears to be like like.

The jungle (actually) is aware of what it’s doing

Mabalingwe Recreation Drive – Seamless from begin to safari

I booked the tour on-line. The affirmation electronic mail? Straight to spam. However then I acquired a WhatsApp with:

  • My full reserving particulars.
  • A GPS map hyperlink with the proper entrance (as there have been a number of).
  • A request to substantiate my automotive registration.
  • A QR code to get by the correct gate.
  • Onboarding and a number of helpful data earlier than I even arrived.

It was clear, sensible, and stress-free. I knew precisely what I wanted to do earlier than I’d even packed the digicam and snacks.

FlySafair – Conversational check-in that labored brilliantly

My inner flight check-in additionally got here by WhatsApp:

  • It requested me if I used to be prepared. I replied “Examine in now”.
  • I confirmed my reserving particulars.
  • Chosen sure when my particulars and baggage/passport safety questions popped-up.
  • Then acquired my boarding passes, immediately.
  • Later, I acquired a dwell replace about airport congestion with a graph of busy instances.
  • And after the flight landed a message about which carousel my baggage would come out

It was interactive, environment friendly, private and, most significantly, with out ever feeling invasive. No app downloads. No looking out by emails. Simply useful, well-timed messages that made journey smoother.

The proper buyer journey – no stress, no uncertainty

What blew me away in each instances was how calm I felt. No stress. No second-guessing. I by no means questioned what the following step was or whether or not I’d missed one thing.

I had been guided completely,  step-by-step, all inside WhatsApp. From affirmation to entry, from updates to suggestions, your entire buyer journey was managed with zero friction.

I used to be prepared for lengthy strains, paper tickets, dodgy WiFi, and lacking data. As an alternative, I acquired what felt like a concierge service… all by a messaging app I already use each day. That’s the form of expertise individuals keep in mind and need extra of.

Electronic mail’s taking part in catch-up

Now evaluate that to looking for a affirmation electronic mail that was despatched a few weeks in the past or extra on an iPhone. Good luck! These emails are saved on the server, and search usually doesn’t deliver them up once you want them most.

That second once you’re making an attempt to tug up a reserving code or check-in hyperlink in a rush and it’s simply not there. It’s anxiety-inducing. WhatsApp eliminates all of that.

The message thread is all the time there. Straightforward to search out. Straightforward to learn. No topic strains. No folders. Simply solutions.

WhatsApp is constructed for this!

Right here’s why WhatsApp works so properly for service messaging and buyer communication:

  • It’s the place your prospects already are – opened 5x greater than electronic mail, trusted, and spam-free.
  • Two-way conversations – not simply broadcast messaging. You may gather preferences, suggestions, and even bookings.
  • Wealthy media assist – ship pictures, maps, QR codes, paperwork.
  • Timing and immediacy – excellent for transactional messages, reminders, and real-time updates.
  • Greater engagement and conversion – messages are learn and acted on quicker than electronic mail.

Briefly, WhatsApp combines the immediacy of SMS with the richness of electronic mail, and not one of the baggage.

Spotler makes WhatsApp advertising straightforward

If this all sounds nice however you’re pondering, “That’s going to be a nightmare to arrange,”  don’t fear. That is the place Spotler’s WhatsApp Marketing might help.

With Spotler, you possibly can:

  • Combine WhatsApp into your current advertising automation workflows.
  • Use pre-built templates to rise up and working quick.
  • Synchronise your contacts out of your CRM, CDP or store system.
  • Monitor outcomes and optimisation.
  • Launch without having dev assist, it’s all constructed for entrepreneurs.

WhatsApp is a paid channel however when you use it proper, you’re not simply sending extra noise. You’re creating smarter, extra responsive touchpoints that transfer prospects ahead and construct loyalty.

If a sport reserve in South Africa can ship smarter buyer experiences than a Fortune 500 model, what’s your excuse?

Your prospects are already utilizing WhatsApp day by day. They’re checking in. Getting updates. Receiving service data. They usually adore it.

Don’t let your model be the one nonetheless counting on electronic mail alone. Welcome to the jungle, we acquired enjoyable and video games!

Prepared so as to add WhatsApp to your messaging stack?
👉 See how Spotler makes WhatsApp marketing easy.

Whitepaper: WhatsApp Proactive Messaging

WhatsApp allows you to create nice campaigns. It’s a wonderful technique to deliver the correct advertising and communication content material to the eye of your prospects. Be taught extra concerning the significance of opt-ins so to use the ability of WhatsApp your self after studying.


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