WhatsApp has become the preferred communication channel in Latin America, with over 2 billion active users. For e-commerce businesses, this represents a unique opportunity to connect with customers where they already are.

Why WhatsApp for your online store?

Numbers that speak

98% message open rate
40% average response rate
2x higher conversion than email marketing
45% of users prefer WhatsApp for customer service

Main use cases

1. Customer service

Resolve questions about products, sizes, availability, and shipping instantly.

2. Order notifications

Keep your customers informed about their purchases:

Order confirmation
Shipping update
Delivery confirmed

3. Sales recovery

Abandoned carts
Pending payments
Product repurchase

4. Marketing and promotions

Product launches
Exclusive offers
Cashback and rewards

WhatsApp Business setup

Prerequisites

Dedicated business phone number
WhatsApp Business API account (or provider like Nubea)
Updated product catalog

Optimized profile

Your WhatsApp Business profile should include:

Business name: Clear and recognizable
Profile photo: Your brand logo
Description: What you sell and value proposition
Hours: When they can contact you
Catalog: Featured products

Essential automations

Welcome message

Hello! 👋 Thanks for contacting {store_name}.

How can we help you?

1️⃣ View products
2️⃣ Check my order
3️⃣ Talk to an advisor

Reply with the number of the option you need.

After-hours message

Hello! 🌙

We're currently outside business hours.

📅 Our business hours are:
Monday to Friday: 9:00 AM - 6:00 PM
Saturdays: 9:00 AM - 1:00 PM

We'll respond as soon as we're back.

Meanwhile, you can visit our store: {store_link}

Best practices

1. Quick responses

The ideal response time is less than 5 minutes during business hours.

2. Friendly but professional tone

WhatsApp is an informal channel, but maintain professionalism.

3. Moderate emoji use

Emojis help humanize the conversation, but don't overuse them.

4. Respect schedules

Never send promotional messages outside hours or very early/late.

5. Segmentation

Don't send the same message to everyone. Segment by:

Purchase history
Interests
Location
Previous engagement

Key metrics

Metric	Goal
Open rate	>90%
Response time	<5 min
Resolution rate	>80%
CSAT (satisfaction)	>4.5/5

Integrating with your Tiendanube

With Nubea, integration is automatic and allows you to:

Sync product catalog
Automate order notifications
Configure automatic responses
Measure results in real-time

Conclusion

WhatsApp is no longer optional for e-commerce in Latin America. It's where your customers are and where they expect to contact you. Implementing a solid WhatsApp strategy can significantly increase your sales and improve customer satisfaction.

Want to start selling more via WhatsApp? Try Nubea free and automate your communication.

Complete WhatsApp guide for E-commerce