How to improve WhatsApp Business opt-in rate

When your customers and prospects accept your WhatsApp opt-in policy, they’re agreeing to receive communications from your business over WhatsApp. It’s important that you receive opt-in permission before you start sending people any messages. 

Improving your WhatsApp opt-in rate

When you allow users to opt in to receive messages via WhatsApp, you’re not only complying with Meta’s messaging policy, you’re also segmenting people who want to connect with you via this channel from those that don’t. It’s an opportunity for you to target a more receptive audience with personalised content and build more meaningful connections.

Here’s how to boost WhatsApp opt-in rate:

• Clearly communicate the value of receiving updates via WhatsApp. What are the benefits of hearing from your business on WhatsApp? 
• Clearly state what kind of messages the customer is opting in to receive. What can they expect to receive from you?
• Don’t message customers too often to avoid the risk of coming across like spam. How often are you messaging customers?
• Provide clear instructions on how people can opt out of receiving messages on WhatsApp from your business. How easy is it for people to opt out?
• Always honour requests from customers when they want to change their message preferences or opt out from receiving communications. Have you got a process in place that ensures customers who have opted out are removed promptly from your subscriber list?

Ways to collect WhatsApp opt-in 

Add an opt-in form on registration

One of the easiest ways to draw attention to your WhatsApp Business opt-in form? Ask customers if they’d like to opt in to receive WhatsApp updates when they’re entering their details – for example, at checkout or when they’re signing up to your email newsletter. 

Launch a WhatsApp opt-in email campaign

People are more likely to hand over their email address than their mobile number. So, use this to your advantage. Use the power and reach of email to spread the word about your WhatsApp newsletter and explain the value of receiving updates on this channel. 

Add a pop-up on your website

Catch your audience’s attention with a pop-up or a banner that informs and reminds them to sign up to receive comms via WhatsApp. If you opt for a pop-up, you could even time it so it appears at a particular point in your audience’s customer journey. 

For example, if a customer has browsed a few of your website pages, the pop-up could strategically appear, asking if they’d like to opt in to WhatsApp:

“Interested in learning more about [TOPIC]? Sign up to our WhatsApp newsletter to receive our monthly insiders’ digest.”

Incorporate into your live chat and chatbot flow

Did you know that 41% of customers prefer live chat over phone and email support channels? It’s no wonder – live chat and chatbots allow customers to quickly and easily reach out to you for support. Why not use this to your advantage and end your live chat or chatbot conversations with a ‘sign up for updates via WhatsApp’ message?

Promote WhatsApp opt-in on social media

Have you considered using social media to promote WhatsApp opt-in? A targeted social media ad campaign could help guide your audience to connect and engage with you via WhatsApp instead of just email.

Request opt in via a user-initiated message thread

If a customer reaches out to you on WhatsApp, this could be your opportunity to ask if they’d be interested in receiving other types of messages from you via this channel. 

Getting customers to opt into receiving messages via WhatsApp may not be as hard as you think…

The most important thing is to ensure that your WhatsApp opt-in process clearly states that the user is opting in to receive comms via WhatsApp, states your business name and complies with any applicable laws. Beyond that, it’s about using the right mix of channels and mediums to ask for consent – from your website and customer service team to your other marketing channels (e.g. email and social media).

Want to learn more about WhatsApp Business Platform and how you can use it to elevate your communication strategy? Download our Getting started with WhatsApp Business Platform guide.