Boost Engagement with WhatsApp customer segmentation

Miodrag Magyar
Last updated May 9, 2024
Boost Engagement with WhatsApp customer segmentation

Understanding and engaging with your customers on a personalized level is vital to building lasting relationships and driving business growth. By using WhatsApp customer segmentation in your campaigns, you can tailor your communication and marketing efforts to deliver targeted messages, offers, and experiences that resonate with different segments of your audience.

In this article, we will explore the benefits of customer segmentation, different segmentation types, and how you can use Rasayel to segment your audience and nurture stronger customer relationships effectively.

What is Customer Segmentation?

Customer segmentation is a process that divides your WhatsApp contact list into distinct groups based on specific criteria. By grouping your audience, you can adjust your communication and marketing efforts to resonate with each group.

Let’s say you run an online clothing store and sell products to a wide range of customers. You can create distinct groups based on specific criteria such as purchase history, style preferences, or geographical location by using customer segmentation in your WhatsApp contact list.

For example, you can segment your audience into “Frequent Shoppers,” “New Customers,” or “Geographically Targeted” groups.

The “Frequent Shoppers” segment consists of customers who have made multiple purchases from your store. You can send them exclusive offers, loyalty rewards, and personalized recommendations based on their previous purchase history.

WhatsApp message with a disscount offer for freequent shoppers

The “New Customers” segment comprises individuals who have recently joined your customer base. Here, you can send welcome messages, introduce them to your brand’s unique selling points, and offer special discounts as a gesture of appreciation for choosing your store.

Lastly, the “Geographically Targeted” segment allows you to tailor your messages and offers based on the location of your customers. For instance, if you’re running a seasonal promotion or hosting a local event in a specific city, you can send targeted messages to customers residing there, notifying them about the event’s details or exclusive promotions.

WhatsApp message with geo targeting

These are just three segments, but you can use any type of characteristic to segment your WhatsApp audience. For example, you can divide customers by age, gender, and interests. You can also tap into the potential of seasonal segmentation, dividing your audience based on specific patterns, events, or holidays.

With diverse segmentation options, you can deliver targeted content that resonates with each segment, ultimately maximizing engagement and fostering stronger customer connections.

Benefits of WhatsApp Customer Segmentation

By segmenting your WhatsApp contact list and tailoring your communication and marketing efforts accordingly, you can provide personalized experiences that resonate with each group. This strengthens customer relationships and increases the chances of conversion, customer loyalty, and advocacy for your brand.

Let’s explore the benefits more closely:

1. Improved Targeting

Segmenting your WhatsApp contact list lets you customize your messages and interactions according to each segment’s unique preferences and needs. By understanding their behaviors, demographics, interests, etc., you can create specific content for each audience, making them feel valued and increasing the chances of conversion.

Here’s an example of how a fashion business launches targeted marketing campaigns.

WhatsApp message targeting customers post-purchase

2. Reduced WhatsApp Opt-Out Rates

One of the key advantages of customer segmentation is its ability to reduce the number of customers opting out. When you send targeted messages to the right segments, you increase the relevance and value of your content. This leads to higher engagement rates and lower unsubscribe rates, ultimately reducing the number of customers who abandon your WhatsApp channel.

3. Increased WhatsApp Engagement

By crafting your messages for specific segments, you increase the chances of capturing your audience’s attention and driving engagement. Segmentation allows you to send relevant promotions, updates, or product recommendations that align with the interests and behaviors of each group.

Types of WhatsApp Customer Segmentation

Exploring different types of customer segmentation can help you engage with your audience on WhatsApp more efficiently. Here’s a look at different segmentation types, from behavioral and demographic to more nuanced categories like VIP and interest-based segmentation, that can help tailor your approach to meet your customers’ needs.

Choosing a data attribute for a contact in Rasayel.

1. Behavioral

Behavioral segmentation categorizes customers based on their actions, interactions, and preferences. By analyzing how customers engage with your WhatsApp messages, purchase history, browsing behavior, or response patterns, you can create segments that reflect their unique behaviors and tailor your marketing strategies accordingly.

2. Demographic

Demographic segmentation involves dividing your audience based on demographic characteristics such as age, gender, location, income level, or occupation. This segmentation approach helps you understand the diverse demographics within your customer base and allows you to create targeted content that appeals to specific groups.

3. Frequent or New Customer

By segmenting these two groups, you can send special offers or rewards to your frequent customers to express your gratitude and encourage repeat purchases. Meanwhile, for new customers, you can focus on providing them with relevant information about your products, guiding them through the onboarding process, and offering enticing incentives to foster their loyalty.

4. VIP customer

Identifying VIP customers allows you to provide an elevated level of service and exclusivity. VIP customers typically have made significant purchases, consistently engage with your brand, or belong to loyalty programs. By creating a VIP segment in your WhatsApp contact list, you can offer exclusive promotions, personalized recommendations, early access to new products, and dedicated customer support.

5. Customer Interests

Segmenting based on customer interests involves categorizing individuals according to their preferences, hobbies, or areas of interest. By understanding what topics or products resonate with different segments of your audience, you can deliver personalized content that captures their attention and builds a stronger emotional connection with your brand.

And more…

In addition to the segmentation types mentioned above, there are various other ways to segment your WhatsApp audience based on specific criteria and your sales funnel. For example, you can segment your customers by psychographic traits, industry or profession, company size, department, job, etc.

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WhatsApp customer segmentation is key to building stronger relationships and boosting your WhatsApp strategy. By sorting your contacts into groups—like behavior, demographics, or interests—you can customize your chats and offers. This makes customers more engaged, loyal, and likely to stick around.

You can use Rasayel to manage customer data, send targeted messages, and create offers that hit the mark. By using criteria like age or customer status, you can improve engagement and satisfaction rates.

It’s important to keep collecting and analyzing data to fine-tune your segments and strategies. Knowing what your customers like helps you deliver experiences that make a real difference, strengthen loyalty, and grow your business through smart WhatsApp marketing.

Frequently Asked Questions

Customer segmentation in marketing involves dividing a customer base into groups based on specific characteristics, such as demographics, buying behavior, and preferences. This strategy allows businesses to target specific groups with tailored marketing messages, products, and services.

Customer segmentation begins by collecting comprehensive data about your customers, such as demographics, purchase history, and interactions. This data is then analyzed to identify patterns and common traits among different groups. From these insights, distinct customer segments are created, enabling the development of targeted marketing strategies that cater specifically to the needs and preferences of each group.

Customer segmentation is vital for businesses as it enhances customer engagement by enabling more relevant and targeted marketing communications. This approach not only increases the efficiency of marketing efforts by focusing resources on the most receptive groups but also drives business growth through higher conversion rates and enhanced customer loyalty, ultimately leading to increased sales.

Customer segmentation analysis is the process of examining the data collected on your customer base to identify distinct groups within that base. This analysis helps businesses understand how different segments behave, what they prefer, and how they differ from each other. This insight is used to tailor marketing efforts, product development, and services to meet the specific needs of each segment.

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About the author
Miodrag Magyar

Miodrag brings over 15 years of hands-on experience in content writing and marketing, with a talent for making even the trickiest topics clear and interesting. His passion lies in guiding businesses to effectively utilize WhatsApp to build stronger customer relationships and drive results. With an eye for detail and a heart for storytelling, he’s here to show how effective WhatsApp communication can boost sales and enhance customer engagement.

@Miodrag Magyar on LinkedIn