WhatsApp Marketing in Malaysia

Profile Headshot of Satyam Gupta
Satyam Gupta

mins read

October 31, 2023

Most used social media platforms in Malaysia

Key Takeaways

  1. As of January 2023, WhatsApp remains one of the most used channels by internet users in Malaysia
  2. WhatsApp marketing should be a preferred channel for businesses in Malaysia as the majority of population uses the channel and there is direct lead generation
  3. Tips and tricks like segmentation, quality content etc. can help get better results from WhatsApp marketing
  4. WhatsApp chat marketing tools can also be leveraged to strengthen support
  5. WhatsApp Now is an intuitive and cost effective tool for WhatsApp marketing in Malaysia

WhatsApp has become an integral part of our lives, with millions of users in Malaysia relying on it for personal and business communication.  

As a business owner, leveraging WhatsApp marketing can provide you with a direct and efficient way to connect with your target audience.  

As of January 2023, WhatsApp remains the most used social media platform in Malaysia.


In this comprehensive guide, we will explore the potential of WhatsApp marketing in Malaysia and provide you with expert tips to make it work for your business.

Why WhatsApp Marketing?

WhatsApp boasts an impressive user base in Malaysia, with nearly 99% of Malaysians preferring it as their messaging app of choice, compared to other platforms like Facebook Messenger and Telegram. While OTP, OTP SMS or A2P messaging still remains a popular choice, WhatsApp has won over for promotional use cases.

With such wide usage, WhatsApp provides an immediate and convenient way to reach your target audience. Here are some key reasons why you should consider using WhatsApp as a marketing tool:

  1. Cost-free marketing: WhatsApp offers various cost-free business messaging tools and options, making it ideal for businesses with tighter budgets. From the free WhatsApp Business app to the partially free WhatsApp Business API, the marketing opportunities are immense. To go for scale, you can opt for a WhatsApp marketing software which are not very expensive.  
  2. Higher conversion rates: WhatsApp has an impressive open rate of 98%, compared to the 30% open rate for email marketing. Additionally, it has a short average response time of around 3 minutes, making it more likely for your business to reach and engage with customers.
  3. Preferred customer relationship management channel: Customers in Malaysia are more likely to interact with businesses through WhatsApp compared to other marketing channels. WhatsApp is seen as an instant and personal way to receive communications from brands, building trust and loyalty.
  4. Direct lead generation: You can connect your WhatsApp business profile to Facebook and other channels, allowing customers to connect with you directly. For example, click-to-WhatsApp ads on Facebook can channel leads directly to your WhatsApp chat, reducing distractions and increasing conversion rates.

WhatsApp Marketing Opportunities in Malaysia

Now that we understand the benefits of WhatsApp marketing, let's delve into the specific opportunities it offers for businesses in Malaysia:

1. Lesser Expensive

One of the biggest advantages of WhatsApp marketing is that it's cost-free for businesses. Whether you choose to use the free WhatsApp Business app or opt for the partially free WhatsApp Business API, you can reach your target audience without incurring additional expenses. This is particularly beneficial for small businesses with limited marketing budgets.

WhatsApp Business offers features like automated greeting messages and WhatsApp blast, which allow for quick communication and help build your brand's credibility and trustworthiness. You can enable these advanced features at a minimal cost using a WhatsApp marketing software.  

2. Revenue Generation Engine

Compared to other marketing platforms, WhatsApp boasts a significantly higher open rate of 98%. This means that your messages are more likely to be seen by your target audience, increasing the chances of conversion. Additionally, WhatsApp has a short average response time of around 3 minutes, ensuring prompt communication with your customers.

By leveraging WhatsApp marketing, you can increase your brand's exposure and drive higher conversion rates, ultimately boosting your sales and customer relationships.

3. Better Customer Interactions

WhatsApp marketing in Malaysia is so popular because customers prefer it and , consider it as the most instant way to receive communications from brands. With WhatsApp's personal touch, customers feel more connected and valued, leading to stronger customer relationships.

WhatsApp's users perceive the platform as the most personal way to communicate with brands, as it mimics the chats they have with friends and family. By leveraging this preference, you can enhance your customer relationship management and provide a seamless and personalized experience to your customers.

4. Improved Participation

WhatsApp allows you to connect your business profile to Facebook and other channels. By integrating WhatsApp as an option for customers to connect with you directly, you can streamline the lead generation process. For example, by using click-to-WhatsApp ads on Facebook, you can direct leads from your ads straight to your WhatsApp chat, eliminating any distractions along the way.

This direct lead generation approach ensures that potential customers can easily connect with your business, increasing the likelihood of conversions and sales.

Tips for Effective WhatsApp Marketing in Malaysia

Now that we've explored the opportunities WhatsApp marketing presents for businesses in Malaysia, let's dive into some expert tips to help you make the most of this powerful marketing tool:

1. Segment Your Audience

Segmenting your audience is crucial for targeted messaging and personalized communication. WhatsApp offers several features that allow you to segment your audience effectively:

a. Broadcast Lists

Broadcast lists enable you to send one-to-many WhatsApp blasts, allowing you to engage your audience with one-way communication. You can create multiple lists, each focusing on specific topics or audience types. This way, you can share relevant offers and promotions with different customer segments. You can use a WhatsApp broadcast tool for the same.  

b. Group Chats

WhatsApp groups provide a platform for more interactive discussions among your audience members. You can utilize groups for focus groups, product tests, or other discussions that involve multiple members. Group chats promote engagement and allow for collaborative conversations.

c. Chat Labels

WhatsApp's chat labeling feature allows you to tag different contacts based on various factors. This enables you to segment your customers effectively for targeted messaging. You can add custom labels to suit your specific needs and preferences, enhancing the flexibility of your marketing efforts.

By leveraging these segmentation features, you can ensure that your messages are tailored to the unique needs and preferences of different customer segments, leading to higher engagement and conversion rates.

2. Prioritize Customer Support

In today's fast-paced digital world, customers expect real-time support and quick responses. WhatsApp provides an ideal platform for offering customer support due to its instant messaging capabilities. Approximately 59% of WhatsApp users believe they can receive quick responses when they reach out to businesses through the platform.

To enhance your customer support on WhatsApp, consider integrating chatbots on your website or other marketing channels. Chatbots can automate responses to common queries, reduce response time, and allow you to focus on more productive tasks. By providing efficient and prompt customer support, you can increase customer satisfaction and loyalty.

3. Create Creative Offers and Promotions

WhatsApp's high open rates make it an excellent platform for sharing creative offers and promotions with your customers. Leverage WhatsApp's direct and personal nature to send promotions, discounts, and limited-time deals that resonate with your audience. Additionally, you can use WhatsApp to send cart recovery reminders to reduce cart abandonment.

An example of a successful WhatsApp marketing campaign is Absolut's promotion strategy. By thinking outside the box and utilizing WhatsApp, Absolut created a compelling campaign that yielded impressive results. Be creative in your approach and leverage WhatsApp's unique capabilities to stand out from the competition and drive sales.

4. Build Customer Loyalty

WhatsApp's features allow you to engage with your customers and build strong relationships. By providing quick responses and personalized communication, you can foster customer loyalty. As customers associate WhatsApp with instant and personal communication, maintaining a strong presence on the platform can make your brand a part of their lives.

To enhance customer loyalty, share content that resonates with your audience and make them feel valued. Engage them with meaningful and relatable content that they are likely to share with their networks. By consistently delivering value and building strong connections, you can cultivate customer loyalty and advocacy.

5. Deliver Quality Content

While WhatsApp is a personal messaging platform, it's essential to strike a balance between personalization and professionalism. Avoid being overly intrusive or unprofessional in your communication. Constantly asking personal questions or sending irrelevant and grammatically incorrect messages can create a negative impression.

Focus on crafting short, engaging, and value-driven content that aligns with your brand image. Understand what type of content your customers find helpful on WhatsApp and tailor your messaging accordingly. By delivering quality content that provides value and resonates with your audience, you can establish your brand as a trusted source of information.

6. Leverage Chat Marketing Tools

To streamline your WhatsApp marketing efforts and maximize your results, consider using chat marketing tools. These tools are specifically designed to enhance your WhatsApp marketing capabilities and offer features like automation, customer data collection, and multichannel support.

For example, WhatsApp Now is a WhatsApp marketing platform that helps businesses drive sales, automate processes, and overcome WhatsApp's guidelines.  


WhatsApp marketing provides an excellent opportunity for businesses in Malaysia to connect with their target audience and boost their marketing efforts. With its wide usage, cost-free nature, high conversion rates, and personalized communication, WhatsApp offers unique advantages for businesses of all sizes.

By effectively segmenting your audience, prioritizing customer support, delivering creative offers and promotions, building customer loyalty, and delivering quality content, you can harness the power of WhatsApp marketing to drive sales and foster strong customer relationships.

WhatsApp Now – The Best WhatsApp Marketing Software for Malaysia

WhatsApp Now is a WhatsApp marketing software by Message Central which offers simple WhatsApp broadcast at unbeatable industry prices. The platform provides:-

  1. Ability to host multiple teams for different projects  
  2. Track engagement through a performance dashboard  
  3. Automatic replies for instant responses and common inquiries
  4. Intuitive, reliable and secure platform

In 3 simple steps, you can automate your entire WhatsApp marketing.  

Ready to Get Started?

Build an effective communication funnel with Message Central.

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