In eCommerce, communicating with your customers on the right channel makes all the difference. That's why Klaviyo now incorporates WhatsApp as a native channel, allowing brands to manage marketing and customer service from a single system.
From Webmefy, we'll explain why this feature is key to your omnichannel strategy and how it can help you sell more.
What is WhatsApp in Klaviyo?
WhatsApp is integrated into Klaviyo as another native channel, alongside email and SMS. This allows brands to:
- Create campaigns and automations in WhatsApp directly from Klaviyo.
- Send personalized and bidirectional messages to their customers.
- Unify all communication within a single ecosystem.
Advantages of using WhatsApp from Klaviyo
- Conversational and automated messages: personalize each conversation with flow logic and real-time data.
- High engagement: much higher open rates than other channels.
- Marketing and support in one channel: improves experience and reduces friction.
- Leverage Klaviyo's data: advanced segmentation and omnichannel activation.
How does WhatsApp work within Klaviyo?
WhatsApp operates as a fully integrated channel. You can add it to your automated flows (abandoned cart, post-purchase, replenishment, winback) and combine it with email and SMS in a single customer journey. It supports rich messages with images and call-to-action buttons, fostering a conversational and visual experience.
Preliminary steps before activating WhatsApp
- Define a potential list of customers interested in receiving messages via WhatsApp.
- Have an active SMS plan in Klaviyo (WhatsApp uses the same mobile channel credits).
- Collect consent for WhatsApp or create a specific opt-in form.
Benefits for eCommerce brands
With WhatsApp in Klaviyo, you connect where the customer already is. Automate purchase reminders, order confirmations, and promotions, and manage post-sale service communications. As these messages are conversational and non-intrusive, you increase conversion and closeness, all supported by Klaviyo's segmentation and real-time data.
Customer loyalty
The integration boosts repurchase and loyalty: confirm orders, send shipping updates, activate post-purchase messages, and personalized recommendations. Everything coordinated from Klaviyo to make an impact at the right moment.
Why is it different?
With this new functionality in Klaviyo:
✔️ You don't need external tools.
✔️ You centralize data and communication.
✔️ You get unified reporting of conversions and ROI.
✔️ You combine marketing and customer service effortlessly.
Soon, you'll be able to optimize sends with AI based on the customer's preferred channel (channel affinity) and, if you use Gorgias, connect WhatsApp support with your helpdesk.
Why avoid separate solutions for WhatsApp and email?
What happens with separate point solutions
- Fragmented systems: siloed data and reporting, duplicate messages.
- Inconsistent experience: uncoordinated communications and customer fatigue.
- Revenue loss: more unsubscribes, abandoned carts, and lower retention.
How does Klaviyo avoid this?
- Centralizes communication and data on a single platform.
- Orchestrates coordinated messages within the same customer journey.
- Unifies reporting and attribution.
- Reduces over-communication and improves the experience.
WhatsApp in Klaviyo is not just another channel: it's a strategic lever for a true omnichannel experience that reduces friction and maximizes conversion.
How much will it cost to use WhatsApp in Klaviyo?
WhatsApp uses the same mobile credit system as SMS, simplifying cost management.
How does billing work?
- A single shared credit plan for SMS and WhatsApp.
- Automatic credit consumption based on message type and destination country.
Types of messages on WhatsApp
- Marketing (promotions and campaigns).
- Utility (transactional: confirmations, shipments, etc.).
- Service (customer support). These service messages are usually exempt from per-conversation costs under certain provider conditions.
Why is this relevant?
- You don't need an additional plan just for WhatsApp.
- You make better use of your mobile channel budget.
- You manage everything from a single Klaviyo account.
