WhatsApp Loyalty Program: A Guide to Build Sustainable Relationships in 2025

How would you feel if a brand that you frequently shot at added you to their list of most valuable customers and offered you personalized rewards for your continued support?

I can tell you that I would be pretty happy to receive these additional incentives for my prolonged loyalty to a brand. In fact, after getting these rewards, I would be more inclined to stay with the same business for a long time, and I’m sure that the same would be the case for you. 

Brands have realized that if they want to have sustainable growth in this modern period, they have to build deeper, more personalized relationships. This means you need to be in constant connection with your customers and traditional outreach channels are falling behind when it comes to that. 

So, you need a real-time communication channel that can let you stay in touch with your customers effectively. WhatsApp is a popular messaging app that is used by billions of users internationally. 

With WhatsApp’s conversational marketing nature, it allows you to interact with customers using tailored loyalty programs to build a solid customer base that keeps coming back to your business. 

This kind of conversational engagement is exactly why WhatsApp loyalty programs are quickly becoming the go-to strategy for brands. And to help you get started with the, in this article, we’ll explore how you can tap into this channel to not only retain customers but turn them into loyal brand advocates.

What are WhatsApp loyalty programs?

Like any other loyalty program where a business rewards its customers for their continued support, the WhatsApp loyalty program enables you to send WhatsApp messages to improve the loyalty scores of your customers in order to retain them in the long run. 

WhatsApp, because of its outstanding messaging capabilities, allows you to send a wide variety of messages that include different kinds of content, ranging from simple text messaging to highly interactive WhatsApp Flows. 

Now you might be thinking, “I’m already using emails or SMS to send customer loyalty messages to my customers, do I need to do that with WhatsApp?”

Traditional channels of communication are cluttered with marketing and loyalty programs run by a multitude of businesses all over the world. However, if you are also using these channels to run customer loyalty initiatives and are seeing results, then you shouldn’t change anything, 

On the other hand, traditional channels lack the real-time aspect of the communication. You have to send messages back and forth before you get any response from customers. This wastes time and resources. But if you use WhatsApp, you can engage customers like you are talking to them face-to-face.

Take for example Alfamart, one of the biggest retail chains in Indonesia that leveraged the WhatsApp Business Platform to run a customer loyalty program known as Alfagift. In-store customers are asked to scan a QR code and register for the Alfagift program and once they have earned enough points, they can redeem digital vouchers directly from the WhatsApp chat.

What are the advantages of using a WhatsApp loyalty program?

“The purpose of a business is to create and keep customers.”

Research has shown that it is 5-7 times more cost-efficient to retain existing customers than acquiring newer ones. This goes to show the importance of building a reliable audience base so you don’t have to worry about getting new customers to meet your sales quota every quarter. 

As I said before, although the traditional channels still work to help you run loyalty programs, they are not enough to match the ever-growing expectations or ever-shrinking attention span. 

That being said, there are only a few channels that offer the level of immediacy, intimacy, and interactivity needed to achieve this better than WhatsApp. 

With 2.8+ billion active users globally, WhatsApp remains one of the most widely used messaging platforms in the world. So, if you are a company looking to build long-term relationships, WhatsApp presents a golden opportunity to do that.

In addition to that, the strength of WhatsApp loyalty programs lies in the channel’s incredibly high engagement. Messages sent via WhatsApp boast open rates of up to 98% and response rates exceeding 45%, far outperforming traditional channels like email or SMS. 

This level of responsiveness makes it the perfect medium for time-sensitive loyalty campaigns, whether it be flash rewards, milestone celebrations, or referral bonuses.

Types of WhatsApp loyalty programs you can run

Due to the sheer number of messages you can send using WhatsApp, there are different kinds of WhatsApp loyalty programs you can run depending on your business. For example, below are a few of them: 

Point-based rewards

Point-based loyalty programs offer straightforward rewards based on the customers earning points with each purchase or every visit to your shop. You can track these points using automated platforms and integrate them with the channel to schedule WhatsApp messages to inform customers about their points. 

For instance, you could message users every time they earn points, and send automated reminders when they are close to redeeming a reward. 

Tiered loyalty programs

If your business uses subscription-based pricing, then tiered loyalty programs are better suited for you. You can divide customers into various tiers, such as Silver, Gold, or Platinum based on how long they have been subscribed. 

Every tier unlocks more exclusive perks. With WhatsApp, you can send timely loyalty messages when they are about to be upgraded to the next tier or when they have unclaimed rewards. 

Referral programs

As I already said before, retaining previous customers is much cheaper than getting new ones. For this reason, you should try to encourage existing customers to refer friends using WhatsApp, and when they successfully do, you give them a benefit. It is a seamless process because WhatsApp is already a go-to channel for sharing messages with friends. 

Milestone-based rewards

Unlike a per-purchase or per-referral program, you can track the milestones your customers have with your business. For instance, it could be for birthdays, anniversaries, or first purchases. You can send custom rewards directly to their WhatsApp inboxes. This type of personalized touch greatly increases loyalty and prolonged business. 

How to set up a WhatsApp loyalty program?

It is not difficult to set up a WhatsApp loyalty program. However, in order to do that, you will need the right WhatsApp tools and an outreach strategy. To help you get started, here is a step-by-step breakdown:

Choose the correct WhatsApp platform

The WhatsApp loyalty program requires a significant amount of automation. This is because keeping track of customers' orders and generating loyalty points accordingly is a tedious task. It is a task that cannot be done without the help of the WhatsApp Business API. 

However, to access the API, you have to get a WhatsApp API provider. Once you have connected a phone number with the platform, you can start sending bulk WhatsApp messages to customers to build trust and loyalty. 

One of the reliable Meta-partnered platforms is Zixflow. It is designed in a way that makes it very easy to implement and use. The code-free nature of the platforms allows for quick deployment without requiring any technical expertise. Here is a video walking you through the entire process of connecting a phone number with Zixflow:

Since Zixflow supports a lot of integrations, you can link it easily with your online store or other e-commerce platforms like Shopify or WooCommerce. This way, you can track whenever a customer has purchased so you can effectively update their status in the loyalty program. 

Connect with a CRM or loyalty platform

Continuing on my previous point, to accurately keep track of your customers’ loyalty points and also send automated WhatsApp messages informing them about the same. 

Fortunately, Zixflow includes a native WhatsApp CRM that gives you full flexibility on the type of data you want to save and how you want to view that. In addition to that, the platform lets you save milestones and redemptions to automatically send WhatsApp messages for seamless implementation of your WhatsApp loyalty program. 

Make a clear roadmap

With the correct tools at your disposal, you also need a solid roadmap to ensure your efforts give you the maximum returns. 

A roadmap allows you to increase customer lifetime value by reducing churn rates with personalized WhatsApp loyalty messages. In addition to that, it will give you a good idea of what you want to accomplish with your loyalty programs. Although most loyalty programs revolve around building strong relationships with customers, you can also use them to boost your overall sales. 

For instance, you can send WhatsApp loyalty messages to reward customers by sending limited-time offers. These offers can include a discount code, telling valuable customers how much you value them and want to stick with your business for a long time. 

Segment your customers

Dividing your customers into various segments based on how long they have been with your business is an effective way to send tailored loyalty messages. If a customer has only recently purchased from you or has been with you for a short time, informing them about your loyalty program to keep them coming back is a good strategy. 

On the other hand, if a customer is a long-term shopper, then thanking them for their continued support with exclusive rewards like bulk discounts can be a way to transform them into brand advocates. 

Also, depending on the relationship customers have with 

Divide customers based on their purchase behavior, frequency, or preferences. This makes sure that you send highly loyal messages. For example, reading the high spenders differently from first-time buyers. 

Set up automated workflows

The work required to manage your WhatsApp loyalty program is tracked automatically most of the time. For this reason, it is crucial for you to set up automated workflows to notify your customers every time they have a reward ready for them. 

With WhatsApp Business API, you can integrate the channel with your loyalty platform or online store to automatically schedule WhatsApp messages for situations like welcoming new users, updating about their rewards, or re-engaging them with timely nudges. 

For instance, a WhatsApp workflow can notify customers when they reach 90% of a reward, compelling them to complete a purchase and hit that milestone.

Using tools like Zixflow, you can automate this process with the help of WhatsApp workflows and WhatsApp chatbots to engage customers without needing much human intervention.

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What are the best practices to run WhatsApp loyalty programs?

Launching a WhatsApp loyalty program is just the beginning, running it successfully requires thoughtful execution. Here are some of the key best practices to ensure you make the most of your loyalty initiatives: 

Respect messaging frequency

Avoid overwhelming your users with too many updates. Loyalty messages should only be sent when a customer is about to hit a tier, when they have some rewards left, or when you want to remind them about your loyalty program. Weekly or milestone-based messages work better than daily pings. 

Personalize every interaction

Use customer names, past purchase behavior, and tier data to personalize your WhatsApp loyalty messages. A simple message like, “Hey [Name], you are just one order away from your last purchase made you eligible for our next [Tier] status” will have a higher impact than a generic reminder.

Use interactive elements

Incorporate interactive elements like CTA buttons and quick replies to simplify actions your customers have to take to redeem their points. These micro-interactions make the loyalty journey smoother. 

Handle WhatsApp opt-ins correctly

Only message customers who have given you the consent to send them WhatsApp messages. Managing WhatsApp opt-ins allows you to stay compliant with WhatsApp’s policies and build trust with transparent terms. 

Track performance and improve

Monitor crucial metrics like redemption rates, open rates, and ROI to find out what is working and how well. If a certain type of WhatsApp message drives higher engagement, double down on that strategy. 

By following these best practices, your WhatsApp loyalty programs can deliver consistent value while strengthening customer bonds.

Build strong customer relationships with a WhatsApp loyalty program

With the rapid changes happening to customer communication, customers expect quick responses from businesses. WhatsApp has become a go-to channel for brands who are just starting up or the ones who have become a name in their respective industries. 

With WhatsApp loyalty programs, companies can strengthen their relationship with their customers, turning them into brand ambassadors. WhatsApp provides you with robust conversational tools to enhance your customer retention to help you grow. 

Personalized WhatsApp loyalty programs allow you to encourage your existing customers to come back for continued support. Using WhatsApp tools like Zixflow, you can access the WhatsApp Business API to send tailored messages to foster long-term connections with customers. 

So, are you ready to reinforce your customer relationships with WhatsApp? Sign up for Zixflow to take advantage of a 7-day free trial or talk to our team to get help onboarding on the platform. 

Frequently asked questions about WhatsApp loyalty programs

Here are some of the frequently asked questions about WhatsApp loyalty programs:

How do WhatsApp loyalty programs work?

WhatsApp loyalty programs allow you to send personalized messages to repeat customers, rewarding them and building lasting relationships. Businesses can create automated campaigns to offer incentives or personalized rewards directly through WhatsApp. 

By tracking customers’ purchases or referrals, these programs encourage ongoing engagement to build brand loyalty for prolonged business success. 

Can I automate my WhatsApp loyalty messages?

Yes, you can automate loyalty messages using the WhatsApp Business API or third-party platforms like Zixflow. WhatsApp automation allows you to send reward updates, referral bonuses, and reminders based on customer behavior. This helps maintain consistent engagement without manual effort and ensures that users receive relevant content.

Are WhatsApp loyalty programs GDPR compliant?

WhatsApp loyalty programs can be GDPR compliant if you obtain explicit user consent and manage data responsibly. This includes informing users about how their data will be used, providing an opt-out option, and ensuring secure data handling. When implemented correctly, these programs can maintain full compliance with privacy regulations while delivering personalized customer experiences.

Is the WhatsApp Business App suitable for loyalty programs?

The WhatsApp Business App is suitable for small-scale loyalty initiatives due to its limitations. It supports basic features like greeting messages and labels but lacks advanced automation and WhatsApp broadcast scalability. If you are a larger brand or want to run more robust loyalty programs, the WhatsApp Business API is a better fit for you.