WhatsApp currently stands as one of the most powerful yet underutilised platforms for customer engagement. With approximately 3 billion global users as of June 2024, its reach surpasses most social messaging apps (DoubleTick, 2024). Yet, many businesses have yet to fully capitalise on its customer experience (CX) potential.
WhatsApp messages have an average open rate of 98%, far exceeding traditional email’s 21% (Wapikit, 2025). Generally speaking, WhatsApp messages are very specific towards the receiver so this number would always be high – but it highlights how easily you can reach customers on the platform. Users check the app over 24 times a day and spend an average of 17.3 hours on it each month (Verloop.io, 2025). These metrics highlight WhatsApp’s value as a channel for time-sensitive updates, personalised customer support, and transactional notifications.
Consumers increasingly prefer WhatsApp for brand communication. According to recent studies, 64% say it helps brands feel more personal, 68% see it as the most convenient messaging channel, and 69% are more likely to make purchases when brands offer WhatsApp as an option (Chatfuel, 2024). Moreover, its end-to-end encryption earns trust, with 68% of users valuing its security (D7 Networks, 2025).
Automation on WhatsApp—via chatbots and integrated workflows—has saved an estimated 2.5 billion hours of repetitive tasks, amounting to roughly $11 billion in productivity gains (Verloop.io, 2025). Brands leveraging the channel report 45–60% conversion rates, significantly higher than email or SMS (Cooby, 2024). Mercedes-Benz Turkey, for example, achieved a 63% lead-to-conversion rate using WhatsApp (BusinessDasher, 2025)
Despite WhatsApp Business reaching over 764 million monthly active users and generating $1.7 billion in revenue in 2024 (ElectroIQ, 2024), the channel remains underutilised in many sectors. Meta’s introduction of AI agents and targeting tools is helping reduce friction and complexity, making it easier for businesses to integrate WhatsApp into their CX strategies (Reuters, 2024; WSJ, 2025).
With unmatched engagement, high consumer trust, and strong ROI, WhatsApp offers brands a direct, secure, and personalised way to enhance customer experience. Stamp Free’s AppFree shipping & returns solution taps into this, letting customers use the platforms they use everyday – such as WhatsApp – to conveniently send and returns parcels. Sound like a new way to delight your customers and build that happy returns experience? Click here to learn more – or book a free demo with our sales team today.
References
- BusinessDasher (2025). WhatsApp for Business Case Study – Mercedes-Benz Turkey. https://www.businessdasher.com/case-study/mercedes-benz-whatsapp
- Chatfuel (2024). Why Customers Love WhatsApp: Stats & Insights. https://chatfuel.com/blog/whatsapp-business-statistics
- Cooby (2024). 45+ Must-Know WhatsApp Business Stats for 2024. https://www.cooby.co/blog/whatsapp-business-statistics
- DoubleTick (2024). How Many People Use WhatsApp in 2024? https://doubletick.io/blog/whatsapp-users-2024
- D7 Networks (2025). WhatsApp Business Messaging Trends 2025. https://d7networks.com/blog/whatsapp-business-statistics
- ElectroIQ (2024). WhatsApp Business Revenue and Usage Stats. https://www.electroiq.com/whatsapp-business-statistics
- Reuters (2024). Meta Launches AI Agents on WhatsApp to Boost Business Interactions. https://www.reuters.com/technology/meta-ai-agents-whatsapp-2024
- Verloop.io (2025). WhatsApp Usage Statistics for CX Professionals. https://verloop.io/blog/whatsapp-business-statistics-2025
- Wapikit (2025). Human-like AI on WhatsApp: The CX Revolution. https://www.wapikit.com/blog/human-like-ai-whatsapp-startups
- WSJ (2025). AI and Messaging: WhatsApp’s New Business Frontier. https://www.wsj.com/articles/whatsapp-meta-ai-business-2025
