With over 33 million users in Malaysia, WhatsApp marketing has become a powerful tool for businesses to connect with customers instantly.
WhatsApp offers high open rates, real-time interactions, and automation, making it ideal for customer engagement, promotions, and support.
Leveraging WhatsApp effectively requires the right approach—balancing bulk messaging, automation, and compliance.
This guide explores strategies, pricing, and key factors to help Malaysian businesses optimise WhatsApp marketing for better engagement and conversions.
Key Takeaways
- WhatsApp marketing helps businesses engage customers through direct messaging, promotions, and automation for better communication.
- The WhatsApp Business App is free and ideal for small businesses, while the WhatsApp Business API supports bulk messaging, automation, and CRM integration for larger businesses.
- Focus on opt-in strategies, audience segmentation, and personalised messaging to build an engaged and responsive customer base.
- Ensure compliance with WhatsApp policies, avoid spam-like messages, and use timing, segmentation, and automation for maximum impact.
- To drive conversions, use clear, concise, and engaging content with personalisation, interactive elements, and a strong call to action (CTA).
- Track message delivery, open rates, response rates, and conversions to measure campaign success and optimise future strategies.
- WhatsApp Business App is free, while WhatsApp API follows a pay-per-message model, with different rates for marketing, service, and user-initiated conversations.
- Allocate the budget wisely by investing in automation, segmentation, and performance tracking to improve ROI while reducing unnecessary costs.
What is WhatsApp Marketing?
WhatsApp marketing is a direct communication strategy that enables businesses to engage with customers via personalised messages, promotions, updates, and automated interactions on WhatsApp.
As one of Malaysia’s most widely used messaging apps, WhatsApp provides a highly interactive, cost-effective, and efficient platform for businesses to connect with their audience.
Differences between WhatsApp Business App vs. WhatsApp Business API
There are two main ways businesses can leverage WhatsApp marketing:
| Feature | WhatsApp Business App (Free) | WhatsApp Business API (Paid) |
| Target Users | Small businesses & entrepreneurs | Medium to large businesses & enterprises |
| Cost | Free to use | Paid (charges apply per message/session) |
| Bulk Messaging | Limited broadcast lists (256 contacts per list) | Unlimited bulk messaging with templates |
| Automation & Chatbots | Basic quick replies & away messages | Advanced AI chatbots & automated workflows |
| Multi-User Access | Only one user per device | Multiple users & integrations with CRM tools |
| Integration with Other Tools | No API Integration | Can integrate with CRM, e-commerce, and third-party tools |
| Click-to-WhatsApp Ads | Available but manual interaction required | Seamless integration with automated replies |
| Message Template Approval | No approval required | Require WhatsApp authentication conversations |
| Green Tick Verification | Not available | Possible for official business accounts |
Want to unlock the full potential of WhatsApp for your business? Learn more about its powerful features and benefits which can be integrated into your sales funnels.
Building a Quality Audience on WhatsApp
Building a quality audience through WhatsApp marketing in Malaysia requires the right strategies to attract, engage, and retain customers effectively, in compliance with Malaysia’s Personal Data Protection Act (PDPA)
Instead of WhatsApp blasting generic messages to random contacts, businesses should focus on targeted, value-driven communication to establish trust and drive meaningful engagement. Here are the best approaches:
1. WhatsApp Broadcast Messaging – For Targeted Promotions & Updates
WhatsApp’s broadcast list feature allows businesses to send messages to multiple contacts simultaneously while keeping the conversation private.
Unlike group chats, recipients receive messages individually, making the interaction personalized and non-intrusive.
Best Practices
- Segment your audience based on interests, purchase history, or location.
- Send exclusive promotions, updates, or event invitations to keep them engaged.
- Use the WhatsApp Business API for bulk messaging beyond WhatsApp’s standard broadcast limit (256 contacts per list).
2. Personalized One-on-One Engagement – For Stronger Customer Relationships
WhatsApp enables real-time, two-way marketing conversations, making it ideal for personalised interactions.
Businesses can use WhatsApp to answer queries, provide product recommendations, and offer support, creating a seamless customer experience.
Best Practices
- Use quick replies and chat labels to manage and respond to customer inquiries efficiently.
- Implement chatbots or automated responses for common questions, ensuring 24/7 availability.
- Engage with customers before and after sales to nurture relationships and encourage repeat business.
3. WhatsApp Groups & Communities – For Customer Loyalty & Engagement
WhatsApp Groups and Communities allow businesses to create a sense of exclusivity and direct engagement with a select audience.
These groups are great for building brand loyalty, sharing valuable content, and fostering discussions among customers.
Best Practices
- Create VIP groups for loyal customers, offering early access to deals and insider content.
- Provide educational content, tips, or industry updates to keep members engaged.
- Avoid spam—keep the group interactive and beneficial rather than overly promotional.
4. Click-to-WhatsApp Ads – For Lead Generation & Customer Acquisition
Click-to-WhatsApp ads, available on Facebook and Instagram, help businesses drive traffic directly into a WhatsApp conversation. Instead of filling out forms or visiting websites, potential customers can start chatting instantly, reducing friction in the sales process.
Best Practices
- Use engaging ad creatives and strong CTAs like “Chat with Us Now” to encourage clicks.
- Automate the first response using WhatsApp Business API to qualify leads instantly.
- Combine with retargeting ads to nurture potential customers who previously interacted with your business.
Example
Newnormz uses Click-to-WhatsApp Ads to drive lead generation and customer acquisition by addressing common pain points in Google Ads.
The ad’s engaging copy highlights problems businesses face, prompting users to seek a solution via WhatsApp. The “Send WhatsApp” button enables instant customer interaction, allowing Newnormz to qualify leads, provide personalized solutions, and nurture potential clients efficiently.
This approach simplifies the conversion process, reducing friction and increasing engagement with potential customers in real time.
5. Customer Opt-In Strategies – For Growing a High-Quality Contact List
A successful WhatsApp marketing strategy starts with a quality audience that voluntarily opts in. Businesses should encourage customers to subscribe willingly instead of adding contacts without permission (which violates WhatsApp policies).
Best Practices
- Offer an exclusive discount, free guide, or early access in exchange for opt-ins.
- Use website pop-ups, social media posts, and email marketing to promote your WhatsApp channel.
- Clearly communicate what customers will receive, such as exclusive deals, updates, or helpful content.
Example
Newnormz implements customer opt-in strategies by offering a value-driven incentive, such as a FREE consultation, to encourage businesses to connect.
The clear and engaging CTA, “Let’s Digitalise Your Business,” captures interest while ensuring that only highly interested prospects opt in.
This approach builds a quality WhatsApp contact list, enhances engagement, and fosters long-term customer relationships while staying compliant with WhatsApp policies.
6. WhatsApp Catalog & Shopping Features – For Driving Sales Directly on WhatsApp
For businesses selling products, WhatsApp Business App includes a catalog feature, allowing customers to browse products, inquire about prices, and place orders directly within the chat.
Best Practices
- Showcase high-quality images and clear descriptions in your catalog.
- Offer limited-time WhatsApp-only deals to encourage immediate action.
- Use auto-replies and quick responses to handle customer inquiries efficiently.
Why settle for outdated remarketing methods? Discover why WhatsApp Business outshines SMS and other remarketing tools with higher engagement and better ROI.
7 Key Factors to Consider for Effective Bulk WhatsApp Marketing in Malaysia
WhatsApp marketing in Malaysia can be highly effective for businesses, but it requires the right strategy to avoid being marked as spam or violating WhatsApp policies. Here are the key factors to consider for a successful WhatsApp marketing campaign.
| Key Factor | Description |
| Compliance with WhatsApp Policies | Ensure compliance with WhatsApp’s anti-spam policies to avoid account restrictions. Obtain customer consent before sending bulk messages. |
| Choosing Between WhatsApp Business App & API | Select the right tool: WhatsApp Business App for small businesses or WhatsApp API for larger-scale messaging with automation and CRM integration. |
| Customer Segmentation & Targeting | Segment customers based on interests and behavior to send relevant messages. Use labels in WhatsApp Business App or CRM systems for API users. |
| Message Quality & Content Strategy | Create engaging, concise, and interactive messages. Personalise content, use multimedia, and include clear calls to action (CTAs). |
| Bulk Messaging Limitations & Best Practices | Use WhatsApp API for compliant bulk messaging. Send messages at optimal times, avoid spamming, and maintain a healthy response rate. |
| Response Management & Automation | Implement quick replies, chatbots, and automation to handle customer inquiries efficiently. Ensure fast response times to improve engagement. |
| Performance Tracking & Optimisation | Track message delivery, open rates, and response rates. Analyse customer interactions to optimise messaging strategies and improve conversion rates. |
Struggling with WhatsApp marketing? Avoid common mistakes and learn how to boost engagement! Discover the top 7 reasons why WhatsApp marketing fails.
Creating Compelling Content for WhatsApp
Businesses need to craft engaging, valuable, and action-driven content to maximise the effectiveness of bulk Whatsapp marketing.
Simply sending generic promotional messages won’t work—businesses must use strategic messaging to capture attention, build trust, and drive conversions.
Below are the best ways to use WhatsApp marketing while creating compelling content that resonates with customers.
1. Lead Generation & Customer Acquisition
WhatsApp can be a powerful tool for generating leads and acquiring new customers. Instead of sending cold messages, businesses should create content that attracts and engages potential customers.
How to Create Compelling Lead Generation Content
- Use Click-to-WhatsApp Ads – Design high-converting ad creatives on Facebook/Instagram that direct users to a WhatsApp chat. Example: “Chat with us now and enjoy RM10 off your first order!”
- Offer Exclusive Lead Magnets – Provide a free ebook, checklist, or discount in exchange for users opting into WhatsApp updates.
- Personalized Welcome Messages – Greet new leads with a warm, personalized message and introduce them to your brand.
Example WhatsApp Message for Lead Generation
🛍️ Hi [Customer Name]! Welcome to [Brand Name] 🎉 As a thank you for connecting with us, here’s RM10 off your first purchase! Click here to claim: [Link]
2. Customer Support & Engagement
Customers expect fast, responsive support, and WhatsApp is the perfect platform for instant two-way WhatsApp communication. Customers can get quick resolutions via chat instead of waiting for email replies or being stuck on hold.
How to Create Engaging Customer Support Content
- Automate FAQs with Chatbots – Set up predefined responses for common questions like order tracking, business hours, or return policies.
- Use Voice Notes & Images – Sometimes, a quick voice reply or a step-by-step image guide is more effective than plain text.
- Showcase Social Proof – Share customer testimonials and case studies to reinforce brand credibility.
Example WhatsApp Message for Customer Support
📦 Hi [Customer Name]! Your order is on its way! 🚚 Track it here: [Tracking Link] Need help? Reply to this message, and we’ll assist you ASAP!
3. Promotions & Exclusive Offers
WhatsApp marketing is highly effective for sending flash sales, exclusive discounts, and personalized offers to your audience. Instead of generic bulk promotions, businesses should craft exclusive, time-sensitive offers that encourage action.
How to Create High-Converting Promotional Content
- Use FOMO (Fear of Missing Out) – Add urgency with limited-time deals: “Offer ends in 24 hours! Grab yours now!”
- Personalise Discounts – Send offers based on purchase history: “Since you loved our last order, here’s 15% off your next purchase!
- Incorporate Interactive Elements – Use images, GIFs, or buttons to make messages visually appealing.
Example WhatsApp Promotional Message
🔥 FLASH SALE ALERT! Only for our WhatsApp subscribers – Get 25% OFF today! Use code WHATS25 at checkout: [Website Link] 🛒 Hurry, ends at midnight!
4. Appointment & Booking Reminders
For service-based businesses like salons, fitness centers, and clinics, WhatsApp can streamline appointment bookings and reduce no-shows through automated reminders.
How to Make Booking Reminders More Engaging
- Use Friendly Language – Instead of robotic reminders, keep messages warm and inviting.
- Offer Easy Rescheduling Options – Provide a simple way to reschedule or confirm appointments.
- Include Add-Ons or Upsells – Encourage additional purchases: “Upgrade your session with a 15-minute massage for just RM20 more!”
Example WhatsApp Booking Reminder
📅 Hi [Customer Name]! Just a reminder about your appointment at [Business Name] tomorrow at 3 PM. Need to reschedule? Reply RESCHEDULE now. See you soon!
5. Surveys & Customer Feedback
Collecting customer feedback is essential for improving services and strengthening customer relationships. WhatsApp allows businesses to get quick responses without the hassle of long email surveys.
How to Create Engaging Survey Content
- Keep It Short & Simple – Limit to one or two key questions to encourage higher response rates.
- Offer an Incentive – Provide a small discount or reward for completing the survey.
- Use Quick Reply Buttons – If using WhatsApp API, add interactive reply buttons for easy feedback collection.
Example WhatsApp Survey Message
👋 Hi [Customer Name]! We’d love your feedback on your recent experience with us. Rate us from 1-5 (1 = Poor, 5 = Excellent). Reply with your rating & enjoy 5% OFF your next order!
Want to create WhatsApp campaigns that drive engagement? Learn how to craft high-converting messages and optimise your WhatsApp marketing strategies.
Measuring Success: Analytics and Metrics
Key performance indicators (KPIs) help assess the impact and effectiveness of WhatsApp marketing efforts:
- Message Open Rates: Monitoring the percentage of messages opened by recipients to provide insights into campaign reach and engagement levels.
- Click-through Rates (CTR): Tracking user interaction with links or calls-to-action within messages gauges campaign effectiveness in driving conversions.
- Conversion Rates: Analysing the number of recipients who take desired actions, such as making a purchase or signing up for a promotion, measures campaign ROI and effectiveness.
Analytics tools and platforms enable businesses to refine strategies, optimize campaign performance, and maximize ROI from WhatsApp marketing initiatives.
WhatsApp Marketing Price in Malaysia: Understanding Costs & Budgeting
The cost of WhatsApp marketing in Malaysia varies depending on whether you use the WhatsApp Business App (free) or the WhatsApp Business API (paid).
While the app is suitable for small businesses with basic messaging needs, the API is designed for bulk messaging, automation, and CRM integration, making it ideal for larger businesses.
Below is a breakdown of WhatsApp marketing pricing, including in-chat payment and conversation-based pricing, to help businesses choose the right solution based on their needs and budget.
| Pricing Factor | WhatsApp Business App (Free) | WhatsApp Business API (Paid) |
| Account Setup | Free | Setup fees vary by provider |
| Monthly Subscription | No monthly cost | Some API providers charge a monthly fee for WhatsApp credits |
| Message Costs | Free | Pay-per-message model based on conversation type |
| Bulk Messaging Costs | Not available | Ranges from RM0.09 to RM0.41 per business-initiated conversations |
| Automated Messaging Cost | Not available | Additional cost for chatbot and automation services |
| Click-to-WhatsApp Cost | Requires separate ad budget | Requires separate ad budget |
| Third-Party Software Integration | Not supported | Costs depend on provider and required features |
| Green Tick Verification | Not available | Available for verified businesses (fees may apply) |
Budgeting and Optimization Strategies for WhatsApp Marketing
Understanding and strategically managing WhatsApp marketing costs empowers businesses to effectively engage customers, boost sales, and foster brand loyalty in the Malaysian market.
To manage WhatsApp marketing expenses effectively, you can employ these strategies:
- Evaluate WhatsApp Business Solution Provider: Compare pricing structures and features offered by different WhatsApp Business API providers to align with your business needs and budget.
- Monitor Usage and Analytics: Use analytics tools to track message delivery, open rates, and conversion metrics. This data provides insights into campaign effectiveness and justifies investment in WhatsApp marketing.
- Strategic Messaging: Tailor message content and timing to resonate with local preferences and seasonal trends, enhancing campaign efficiency.
Ready to supercharge your business with WhatsApp marketing? Request a proposal today and let us craft a strategy tailored to your needs.
Transform Customer Conversations with Newnormz’s WhatsApp Marketing Expertise
One of Malaysia’s trusted digital marketing agencies, Newnormz provides WhatsApp marketing solutions tailored to help businesses in Malaysia engage customers, automate communication, and drive conversions. We ensure your WhatsApp marketing strategy is efficient, compliant, and results-driven.
| Service | Description | Key Benefits |
| WhatsApp Business API Setup & Management | Seamless setup and integration of WhatsApp Business API for bulk messaging, automation, and multi-user access. | Expert API integration, CRM compatibility, compliance assurance. |
| Bulk Messaging Solutions | Targeted bulk messaging solutions that comply with WhatsApp policies, ensuring high engagement and response rates. | Personalised messaging, scheduled delivery, high engagement. |
| WhatsApp Automation & Chatbot Integration | AI-driven chatbots and automation tools to enhance customer interactions, reduce response time, and streamline workflows. | Automated FAQs, 24/7 customer support, seamless lead qualification. |
| Click-to-WhatsApp Ad Campaigns | Creation and management of Click-to-WhatsApp ad campaigns on Facebook, Instagram, and Google to generate leads and sales. | Optimised ad creatives, conversion tracking, retargeting strategies. |
| Content Strategy & Customer Engagement Support | Development of compelling, action-driven WhatsApp messages with interactive elements, A/B testing, and content strategy support. | High-converting template messages, customer segmentation, improved brand engagement. |
We provide expertise in WhatsApp Business API and marketing strategies, using a data-driven approach to maximise engagement and ROI.
Our end-to-end support covers everything from setup to execution and optimisation, ensuring seamless integration.
Each solution is customized to your business needs, delivering targeted results for better customer engagement and growth.
Conclusion
WhatsApp marketing presents a powerful platform for businesses in Malaysia to connect with consumers on a personal level, drive engagement, and achieve business objectives.
By implementing strategic approaches tailored to local preferences, leveraging WhatsApp’s features effectively, and adhering to regulatory guidelines, businesses can foster meaningful relationships and capitalise on the platform’s potential for marketing success.
With continuous optimisation and innovation, WhatsApp remains a valuable tool for driving growth and enhancing brand presence in Malaysia’s evolving digital ecosystem.
At Newnormz, we specialise in WhatsApp Business API setup, bulk messaging, automation, and Click-to-WhatsApp ad campaigns, helping businesses create effective, results-driven marketing strategies. With our expertise, data-driven approach, and end-to-end support, we ensure your WhatsApp marketing delivers maximum ROI and customer engagement.
Ready to elevate your WhatsApp marketing? Contact Newnormz for high-impact WhatsApp marketing strategies that drive real results.
