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WhatsApp for Fashion – How the Instant Messaging App is Changing the Industry

May 28, 2025
Approx
12 min read
WhatsApp for Fashion – How the Instant Messaging App is Changing the Industry

WhatsApp was initially known only as a personal messaging application. Though that was how the tool gained mass popularity, its application goes far beyond that. Modern-day businesses are leveraging the instant messaging app for customer support, sharing updates, and promoting offers and discounts. Given its large user base (3 billion+), WhatsApp has turned out to be a game-changer for many B2C and D2C businesses.

The fashion industry has been one of the biggest beneficiaries of the WhatsApp Business App and Business API. In this article, we discuss how WhatsApp has helped fashion brands offer better experiences to their customers, thereby improving loyalty and growing revenue.

 

Reasons for Using WhatsApp Marketing for Fashion

Fashion businesses thrive on consistently staying top-of-mind of their customers by sharing relevant content and product information. WhatsApp is extremely useful for this, considering it is the most widely used instant messaging application. Given below are some of the key reasons why WhatsApp has become a go-to marketing platform for fashion businesses:

·       Direct and instant communication: WhatsApp helps fashion brands reach their customers and prospects where they are, that too fast. Whether it’s weekdays or weekends, workdays or holidays, WhatsApp is the best choice when it comes to reaching a mass audience instantly.

·       Personalized customer experience: With the ability to connect with CRMs and other ERP platforms (using the WhatsApp Business API), WhatsApp can be used to send personalized messages by pulling in data from relevant sources.

·       Enhanced customer service: Using WhatsApp, fashion brands can ensure they always respond to customer inquiries on time. These can be support or sales-related queries. In either case, WhatsApp can automate a part of the process and ensure smooth support day in and day out.

·       Community building and reputation management: In the early 2010s, social media platforms dominated user engagement and online reputation management. Today, with the ability to reach their target audience at scale, fashion brands can use WhatsApp to build and nurture a community and manage brand perceptions and online reputation.

·       Internal collaboration: WhatsApp can not only enhance customer experience but also act as a great tool for internal communication and collaboration. Given the platform's universal adoption, it can even be used for communication between teams across regions and beyond geographical borders.

·       Easy integration with e-commerce and payment apps: With social commerce on the rise, WhatsApp has introduced key features like payment integration to make it easy for users to purchase their favorite products without any hassle. This is also one of the reasons why WhatsApp has become the app of choice for fashion brands when it comes to instant messaging marketing.

Objectives of Whatsapp for Fashion industry

One of the primary objectives for fashion brands to use WhatsApp is to improve sales and revenue. In addition to this, WhatsApp can also help in the following:

<Infographic on the objectives of using WhatsApp>

·       Improving customer engagement and satisfaction.

·       Building a seamless customer support system.

·       Automating various tasks like promotions, support, returns, etc.

·       Incorporating personalization into marketing communications.

In essence, WhatsApp can meet the end-to-end marketing and communication needs of fashion brands. Whether they sell apparel, beauty products, footwear, or accessories, WhatsApp is a great channel to consistently stay in touch with current and future customers.

Use Cases of Whatsapp for Fashion Industry

We have already looked at some of the use cases of WhatsApp in the fashion world. Here, let us dive deep into some of the most important ones.

WhatsApp Catalogs for Product Showcase

WhatsApp is the new e-commerce store for many brands. Users can add collections, new arrivals, and bestsellers to the WhatsApp Business Catalog. This feature makes products easily discoverable and enables customers to find what they want without having to actively search for it.

Personalization at scale

With the WhatsApp Business API, personalization at scale today is possible beyond just using the recipient's name. Based on historical data like types of products purchased, average purchase value, and time between consecutive purchases, fashion brands can send customized messages that feel like one-on-one conversations.

AI chatbots for customer support

Automating customer support is one of the biggest time-savers for fashion brands. They no longer have to maintain call centers with hundreds of people. What once required an army of people can now be automated with the help of WhatsApp chatbots and a small support team to handle advanced queries or escalations.

Effective promotion

With an open rate of 98%, WhatsApp messages get read much more than emails. This means users are far more engaged on the platform, and there is a higher likelihood of getting the sale compared to other forms of communication. 

A promotional message from men’s apparel brand Allen Solly

Educating the audience

While running promotions is a major objective of WhatsApp for fashion brands, many of them also share valuable tips and educational content using the platform. For example, a skincare company can use the platform to share beauty and daily skin enhancement tips and techniques. Similarly, a men’s fashion brand can send best practices on staying fresh throughout the day.

Virtual shopping experiences

With the catalog feature, users can shop within the WhatsApp interface by discovering products, adding them to the cart, and finally making the payment. This increases convenience and the overall shopping experience for the customers. While customers benefit from the ease of buying their favorite products, fashion businesses gain by improving sales and revenue.

Case Studies of Successful Fashion Brands Using WhatsApp for Customer Interaction

WhatsApp has become the most popular marketing and communication tool for fashion brands worldwide. In this section, let us look at a few examples of brands using WhatsApp to elevate customer experience and increase loyalty. 

Gucci

As a luxury brand, Gucci always has high standards when it comes to customer service and support. WhatsApp is one of the elements that makes this possible for the Italian fashion giant. Through WhatsApp, customers can chat with a sales associate, receive styling advice, and even complete purchases.

Dior

French fashion brand Dior creatively collaborates with influencer Jisoo on WhatsApp to offer exclusive access to content and conversation for four days. This is a great example of combining WhatsApp chatbots with influencer marketing, thereby offering a unique and premium experience to Dior’s future customers. It also shows that WhatsApp can strengthen other forms of marketing with key features like chatbots, quick replies, catalogs, etc. 

Lifestyle Stores

Lifestyle Stores is the fashion destination for millions, offering a wide variety of products, including apparel, footwear, skincare, health and beauty, and wearables. It uses WhatsApp to promote special offers like birthday month discounts, seasonal sales, new arrival advertisements, etc.

WhatsApp promotions by Lifestyle

Given its large customer base, WhatsApp is an effective communication and promotion channel for the brand. The company has focused on encouraging repeat purchases by introducing offers and loyalty programs, the effectiveness of which is enhanced by using a platform like WhatsApp with wide adoption.

Aurelia

Aurelia is an Indian ethnic wear brand launched in 2009. It is known for blending tradition with modernity in its designs. It effectively uses WhatsApp to promote its products and offers. In addition to leading users to an online store, Aurelia also encourages them to explore their retail stores by adding a Google Maps link to find the nearest outlets.

A screenshot of a phoneAI-generated content may be incorrect.

Aurelia’s WhatsApp promotion

Zara

Spanish brand Zara is one of the best examples of creative marketing. It uses WhatsApp for customer service, allowing customers to connect instantly and chat about issues like sizing, colors, material, order updates, and returns. The brand takes it to the next level by not only allowing customers to receive offers but also to easily manage orders and returns, thereby being a part of the complete purchase journey.

USPA

US Polo Association is a North American sports organization with a global presence, with stores and products in over 160 countries. The brand uses WhatsApp to offer customers quick support and run campaigns and promotions.

USPA’s promotion using WhatsApp

USPA uses WhatsApp to build awareness about its products and invite customers to visit their stores. The copy focuses on promoting specific products and attracting loyal users. 

Louis Philippe

Louis Philippe is a premium men’s fashion brand from India. It is known for its elegant formal wear, sophisticated casual clothing, and high-quality accessories. Owned by Aditya Birla Fashion & Retail Ltd, the brand represents luxury, craftsmanship, and timeless style for modern gentlemen.

A Louis Philippe promotional message on WhatsApp

The brand uses WhatsApp Business for customer support and order assistance, hosting product catalogs, offering styling advice, running promotions, and store-related communication.

Best Practices of WhatsApp Business for The Fashion Industry

If used effectively, WhatsApp can automate and enhance multiple functions for a fashion business, including marketing, customer support, and product discovery. However, it is necessary to follow certain best practices to ensure you get the most out of the platform while adhering to data privacy and compliance regulations. Here are the most important of them:

1. An optimized WhatsApp Business profile

Your profile is your brand’s face. So be sure to make it professional with a display picture, detailed business description, business hours, and automated messages. These can act as the first source of information for any user chatting with the business, whether it is for customer support or product discovery.

2. WhatsApp product catalog

As a fashion brand, you wouldn’t want to miss any opportunity to showcase your products. WhatsApp Catalog makes it easy for you to upload high-quality images of your products, organize them into categories, and regularly update the list.

3. Automated responses and chatbots

Automated responses and chatbots are a great way to save time and ensure customers get what they want. With the integration of AI and LLMs (Large Language Models), chatbots are getting smarter in responding to customer queries. Hence, forward-thinking fashion brands should consider investing in intelligent chatbots to differentiate their business from the competition.

4. Using WhatsApp broadcasts

While the WhatsApp Business App has a limit of 256 when it comes to broadcasting messages, using the WhatsApp Business API, you can scale it to as many as you want. This way, you can run campaigns and promotional offers with ease.

5. Ensuring data privacy and security

Getting the consent of your customers and prospects is extremely important before sending any communication. Consent can be in the form of in-store data collection or through online channels. Whatever the method, fashion brands need to take all the steps needed to adhere to data privacy and compliance rules like the GDPR and CCPA.

6. Engaging and creative content

While WhatsApp acts as a communication channel, the content you use is equally important. Some ideas include sharing behind-the-scenes videos or photos, testimonials, influencer collaborations, event updates, etc.

7. In-app shopping experiences

For convenience and privacy reasons, many customers do not want to go to another app or website to do shopping. Enabling a virtual shopping experience within WhatsApp will help address this scenario effectively. This would also involve integrating payments into the whole experience.

Final Thoughts on The Future of Fashion Marketing in The Digital Age

Gen Z is starting to contribute more and more to fashion sales. For instance, Gen Z is expected to drive $2 trillion in spending by 2035 in India alone. This means fashion brands don’t have a choice but to adopt new-age technologies like WhatsApp marketing and AI to ensure they stay relevant in an increasingly digital world. While WhatsApp as a platform will act as a key enabler in this process, it is upon fashion brands to ensure they get creative with their marketing and overall approach to optimizing business processes. They also need to follow the best practices we discussed earlier. Those who make digital transformation a core objective of their business are the ones who are going to win the ‘fashion race’ in the future.

Conclusion

WhatsApp is an indispensable tool for fashion brands to offer customer support, promote products, and enhance business efficiency. However, implementing it (especially the WhatsApp Business API Software) can often get complex, depending on your objective. This is where Gallabox makes things easy for you.

With key features like flows, drip marketing, shared team inbox, chatbots, and more, Gallabox has all that you need to configure and scale your WhatsApp marketing efforts. Start your free trial today to explore what the Gallabox platform can do for you.

FAQs about Whatsapp for Fashion

1. Is it possible to integrate WhatsApp with e-commerce platforms for seamless order processing?

Yes. Using the WhatsApp Business API, you can integrate WhatsApp with e-commerce platforms like Shopify, WooCommerce, and Magento to enable a seamless ordering process.

2. Are there privacy concerns when using WhatsApp for business communications in the fashion industry?

Yes. As mentioned in the best practices section of this article, fashion brands need to take utmost care while collecting and processing customer data. It is mandatory to take consent in some form (a best practice is to go for double opt-in) to ensure that the privacy of customer data is respected.

3. Can WhatsApp be integrated with e-commerce platforms to streamline sales for fashion businesses?

Absolutely. By integrating with e-commerce platforms like Shopify (or any custom-built application), fashion brands can optimize their sales process for more revenue and average order value.

Get your business on WhatsApp with Gallabox

Get your business on WhatsApp with Gallabox

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