Top WhatsApp use cases

Braze customers are using WhatsApp for a variety of promotional and transactional use cases. On the promotional side, a lot of brands leverage the channel to send personalized recommendations and high-value promotions, including abandoned cart, ‘recommended for you,’ and seasonal coupon codes. Customers are also using WhatsApp for activation and retention—for example, creating more 1:1, personalized onboarding experiences by collecting customer preferences. Others have seen success building targeted campaigns to reactivate lapsed users with personalized offers. WhatsApp is also popular for more transactional use cases, like important account updates and order confirmations. We’ve even seen a brand use WhatsApp’s two-way capabilities to confirm account information directly in the WhatsApp thread!