How U.S. Corporations Can Leverage WhatsApp to Engage and Increase Sales with U.S. Hispanics

Introduction

When it comes to marketing tools, many agencies are quick to lean on email, social media, and paid ads. But one platform is often overlooked, despite its massive global reach and potential for real-time customer engagement—WhatsApp.

With over 2 billion users worldwide, WhatsApp isn’t just a messaging app—it’s a direct, trusted channel where brands can build relationships, provide instant customer support, and even drive sales. For marketing agencies, leveraging WhatsApp effectively means meeting consumers where they already are and creating seamless, personalized experiences that lead to higher engagement and conversions.

If your agency hasn’t made WhatsApp a core part of your marketing strategy yet, it’s time to rethink that. Here’s how marketing agencies can use WhatsApp to maximize engagement and turn conversations into conversions.

Why WhatsApp is a Must-Use Tool for Marketing Agencies

For marketing agencies, WhatsApp offers something that few other platforms can—a direct line to customers in a space they actually use and trust. Unlike social media, where ads can feel intrusive, WhatsApp allows brands to engage in real conversations. Unlike email, where open rates can be dismal, WhatsApp messages have an open rate of over 90%.

For agencies working with bilingual and multicultural audiences, WhatsApp is even more critical. In the U.S., 75% of Hispanics use messaging apps daily, and WhatsApp is a preferred choice for connecting with businesses. The same applies to other multicultural groups, including Asian and African consumers who rely on WhatsApp to communicate with family and businesses alike.

If marketing is about meeting consumers where they are, WhatsApp is a goldmine of opportunity.

Turning WhatsApp into a Revenue-Driving Platform

1. Implementation of the WhatsApp Business API

For agencies managing multiple clients, the WhatsApp Business API is a game-changer. It allows businesses to:

  • Automate customer interactions with chatbots and pre-set responses.

  • Handle large-scale customer service efficiently.

  • Integrate with CRM systems to track and personalize customer interactions.

This is especially useful for brands that receive high volumes of messages, allowing them to provide quick responses while still maintaining a personal touch.

Example: A retail brand can use WhatsApp to send personalized product recommendations based on customer inquiries, guiding them toward a purchase without the need for human intervention.

2. Offer Customer Support Through WhatsApp

Consumers expect fast, convenient support, and few things are more frustrating than waiting on hold for a call center representative. WhatsApp provides a better alternative, allowing brands to offer instant, mobile-friendly customer support.

Marketing agencies can help clients set up dedicated WhatsApp support lines, where consumers can:

  • Ask questions about products or services.

  • Resolve complaints or concerns without long wait times.

  • Receive order updates, appointment reminders, and real-time assistance.

Example: Banco Santander in Mexico successfully integrated WhatsApp for customer service and fraud alerts, making banking more accessible and improving customer trust.

3. Create Interactive WhatsApp Marketing Campaigns

WhatsApp isn’t just for customer service—it’s a powerful tool for engagement-driven marketing campaigns. Brands can use WhatsApp to create interactive, two-way campaigns that go beyond traditional advertising.

Successful Strategies Include:

  • WhatsApp-exclusive promotions that encourage customers to message the brand for a special discount.

  • Gamified experiences, such as scavenger hunts where customers must answer questions via WhatsApp.

  • Personalized product recommendations through automated chat sequences.

Example: Hellmann’s Brazil launched a WhatsApp-based campaign called “WhatsCook”, where users connected with chefs via WhatsApp to receive real-time cooking advice. The campaign generated 4 million interactions and a 70% conversion rate.

4. Use WhatsApp for E-commerce and Direct Sales

Many businesses still don’t realize that WhatsApp can serve as a direct sales channel. Marketing agencies can help brands integrate WhatsApp for seamless, real-time transactions by:

  • Using catalogs and product showcases directly in WhatsApp chats.

  • Accepting orders and processing payments within WhatsApp.

  • Sending personalized follow-ups to recover abandoned carts.

For industries like retail, food delivery, and personal services, this can be a game-changer in boosting conversions.

Example: A clothing brand can send customers a personalized WhatsApp message with an exclusive offer, complete with a direct buy-now link, leading to a frictionless purchase.

5. Speak Your Audience’s Language

For brands targeting multicultural and bilingual consumers, language matters. Many U.S. Hispanics switch between English and Spanish depending on context, and businesses that offer WhatsApp support in both languages instantly create a stronger connection.

Marketing agencies should help brands:

  • Offer WhatsApp communication in both English and Spanish.

  • Use localized messaging instead of generic translations.

  • Train bilingual customer support teams for WhatsApp interactions.

Example: A restaurant chain with a strong Hispanic customer base could use WhatsApp to send special promotions in Spanish, increasing engagement among Spanish-speaking customers.

What Marketing Agencies Can Learn from Global Brands Using WhatsApp (with Case Studies!)

Some of the biggest brands worldwide have already mastered WhatsApp marketing. Agencies can learn from these success stories and apply similar strategies for their clients.

KLM Airlines (Netherlands): KLM Royal Dutch Airlines transformed its customer service by integrating WhatsApp into its communications. Through the WhatsApp Business API, KLM provided customers with flight updates, boarding passes, and direct customer support.

Hellmann’s Brazil: Hellmann’s mayonnaise launched an innovative WhatsApp-based campaign called “WhatsCook”, where users connected with chefs via WhatsApp to receive real-time cooking advice. The campaign resulted in 4 million interactions and a 70% conversion rate.

Banco Santander (Mexico): Banco Santander adopted WhatsApp to provide customer service, facilitate banking transactions, and send fraud alerts, improving customer trust and streamlining banking services.

  • These examples show that WhatsApp isn’t just for personal messaging—it’s a serious business tool.

Conclusion

Marketing agencies looking to stay ahead need to embrace WhatsApp as a core part of their digital strategy. The platform offers a unique opportunity to engage customers in a trusted, direct, and highly interactive way—something traditional ads and email campaigns simply can’t match.

By integrating WhatsApp Business API, creating interactive campaigns, providing instant customer service, and tailoring messaging for bilingual audiences, agencies can help brands build stronger customer relationships and drive real results.

The question isn’t whether businesses should use WhatsApp—it’s how soon they can start using it before their competitors do.

If your agency isn’t using WhatsApp yet, now is the time to get started.

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