Instant messaging: from chatting with friends to selling more

Instant messaging is no longer just “a quick way to talk to someone”: it has become the main communication channel of the modern world. What began as simple text chats now includes video calls, file sharing, voice notes, GIFs, and even integrated payments—all in one place.

And it’s not just about users: brands have also jumped on board. Companies across all industries from retail to banking and education are using these platforms to connect with their customers, drive sales, and offer an immediate, personalized, and above all, human service.

TABLE OF CONTENTS

• The new meeting point

• WhatsApp Business: the star of the conversation

• 💡 From support channel to direct sales driver

• Tangible benefits brands are already measuring
• Ready to start? Your quick checklist:
• The Future: AI, Voice Commerce, and a chat-first experience

The new meeting point

Today, platforms like WhatsApp, Messenger, or Telegram have transcended the personal realm to become the dominant communication channel of the modern world.

Picture this: over 80% of smartphone users check their messaging apps every day. They’re not just tools—they’re the new digital “hangout.”

While emails get lost in the “Promotions” tab and calls from unknown numbers go unanswered, WhatsApp messages are opened within seconds. Why? Because users feel a direct connection, a one-on-one experience no other platform can match.

A well-crafted message can have far greater impact than an entire display campaign. And here’s the key stat: they have a 90% open rate! Yes, you read that right—ninety percent.

WhatsApp Business: the star of the conversation

Within this messaging universe, WhatsApp Business has become the leading platform for brands. Its official API (WhatsApp Business Platform) is a true game changer, allowing companies to:

• Automate messages and campaigns.
• Manage team conversations efficiently.
• Launch personalized messages at scale.

🔧 What can you do with WhatsApp Business?

• Automatic replies: Set up chatbots or predefined messages for common inquiries.
• Transactional notifications: Send order confirmations, appointment reminders, shipping updates, or payment receipts.
• Proactive campaigns: Launch promotional messages using templates approved by Meta.
• CRM integration: Connect your customer data for deeper segmentation and personalization.

All this within a secure, encrypted, GDPR-compliant environment that guarantees customer privacy.

The perfect balance: smart automation + a human touch

The real secret to success lies in a strategic combination: smart automation with an irreplaceable human touch.

Imagine a chatbot that answers FAQs 24/7, freeing up your team’s time. But when a conversation gets complex or the customer needs specific support, the chatbot seamlessly transfers it to a human agent.

This model not only saves resources and accelerates response times but also enhances the overall user experience.

💡 From support channel to direct sales driver

Instant messaging is no longer just for answering questions—it’s a powerful direct sales tool. Think about these scenarios:

• A customer abandons their shopping cart.

They receive an automated message with a personalized reminder and a direct link to complete the purchase.

• A user books an appointment or service.

They get an instant confirmation and a link to add it to their calendar.

• A customer shows interest in a specific product.

An advisor can send photos, videos, prices, and options in real time—all within the chat!

Tangible benefits brands are already measuring

The benefits of integrating instant messaging into your strategy are clear and measurable:

• Faster, more personal conversations that boost loyalty.
• Significantly higher conversion rates.
• Reduced operational costs in customer support.
• Real-time data to optimize every interaction.
• Direct customer feedback without endless forms.

Moreover, AI integrations are taking this to the next level, enabling brands to analyze conversation sentiment, detect behavior patterns, and predict user intent.

Ready to start? Your quick checklist:

1. Define your goal: Are you looking to improve customer service, boost sales, or increase loyalty?
2. Set up your WhatsApp Business account: Make sure to get official verification.
3. Design your message templates: Remember, they must be approved by Meta.
4. Integrate your systems: Connect your CRM or ad platforms (like Adsmurai AMP) for unified management.
5. Create automated flows: And most importantly—measure everything! Track response time, click-through rate, and conversions to continuously optimize.

The Future: AI, Voice Commerce, and a chat-first experience

The path for WhatsApp and other platforms is clear: becoming ecosystems where users can shop, pay, and get support—all without leaving the chat. Artificial intelligence will be the key driver behind this seamless and personalized experience.

Smart conversational agents won’t just answer questions; they’ll understand context, proactively recommend products, and guide users through every step of their journey to conversion.

Chat is your new strategic asset

As you can see, instant messaging has evolved from a simple chat tool into a strategic asset for digital marketing. The key to unlocking its potential lies in tools that combine communication with precise measurement.

This is where Adsmurai’s Meta Messaging Solutions make a real difference. It’s not just about sending messages, but about turning conversations into sales and tracking every step of the process. With the ability to sync catalogs and use the Conversion API (CAPI) for WhatsApp, businesses can connect chat interaction data with Meta platforms—measuring real leads and sales while optimizing ROAS as AI learns faster and improves audience targeting.

In this way, instant messaging stops being an isolated channel and becomes a seamless part of an omnichannel strategy—where chat data integrates with your website and ads.

If the rule is “be where your customers are,” then today, more than ever, that means being in their chats. It’s not just an option—it’s a must for any brand that wants to connect effectively, sell more, and build long-term relationships in the digital era.