If you're still chasing feedback through email surveys or cold follow-up calls, you're missing the mark and losing the opportunity to truly connect with your customers.
With over 3 billion active users globally, WhatsApp has become the go-to channel for real conversations. More than 200 million businesses already use it to manage support, send updates, and drive sales. But many haven’t tapped into this: collecting customer feedback on WhatsApp.
Feedback on WhatsApp feels effortless to your customer. It’s personal, it’s instant, and most importantly, it gets a response. For Shopify merchants and e-commerce brands, for example, post-delivery is your golden window. That’s the moment to ask what went right and what didn’t, when the experience is fresh.
In this guide, you'll learn how to collect customer feedback on WhatsApp efficiently, honestly, and at scale. We'll cover the benefits, show you how to structure your message, and give you proven tips and templates to boost response rates.
Let’s get started.
Customer feedback is the pulse of your business, and if you’re not listening, you could be losing ground. It’s what drives more innovative products, sharper service, and real loyalty. But the how matters as much as the what, and that’s where WhatsApp steps in.
WhatsApp is where your customers are already spending time. It’s not just widely used, it’s widely loved. In fact, 68% of users say it’s the easiest way to connect with businesses. That comfort translates into results: businesses report up to a 99% open rate and a 40% response rate on messages sent via WhatsApp.
So why does it work so well?
You’re not limited to plain text, either. WhatsApp supports:
Even better? You can automate the whole process.
With tools like the WhatsApp Business API and platforms like Zoko, Shopify merchants can:
Whether you’re following up after delivery or checking in on a product experience, WhatsApp lets you reach out at just the right moment without disrupting their day.
Now, let's take a look at how to do it effectively.
Let’s look at how to properly set it up to collect customer feedback on WhatsApp, efficiently and at scale. This process involves creating the right business foundation, building a compliant contact list, and setting the stage for personalised, high-response feedback interactions.
Let’s walk through the key steps:
First, decide whether to use a standard WhatsApp Business account or the more advanced WhatsApp Business API.
📌 Tip: If you're a Shopify merchant or need automation and analytics, the API is a smarter long-term choice.
For example, integrating WhatsApp Business API with Shopify via Zoko empowers e-commerce brands to receive order confirmations, shipping updates, payment alerts, and abandoned cart reminders, all within WhatsApp.
Here’s how to get started with the WhatsApp Business app:
You’ll also get access to:
These features lay the groundwork for organised, branded customer interactions.
Before you send feedback requests, you need customer consent. Build your opt-in list through:
Getting permission is essential and simplicity is key. As Zoko recommends, make it really easy for customers to opt in with a quick checkbox at checkout. This protects your business from spam complaints and improves your feedback response rates.
If you're using the API, you can sync your CRM to bring in segmented contacts automatically. For smaller operations, you'll need to add and organise contacts manually.
📌 Pro Tip: Segment your list. For example:
Segmenting ensures you ask the right questions to the right audience, making feedback more relevant and valuable.
WhatsApp broadcasts let you send one message to many people, but each recipient receives it as a private, one-on-one chat.
Here’s how to set one up:
If you use WhatsApp Business, customers must have your number saved to receive the broadcast, so make sure that’s part of your onboarding flow.
Generic messages get ignored. Personalisation increases trust and engagement, especially in a crowded WhatsApp inbox.
Here's how to craft messages that connect:
Enhanced personalisation strategies:
Example:
Hi (customer_name),
Thanks for shopping with (business_name)! Hope you’re loving your {{product_name}}.
We’d appreciate your feedback—it helps us serve you better. Tap here to share your thoughts. 😊
📸 Bonus: Encourage multimedia responses. Customers can send a quick voice note or photo showing what they liked (or didn’t). It adds depth to your data and builds authenticity.
Lastly, you can also send surveys to your customers to get feedback accurately and quickly.
Setting up your WhatsApp Business or API account with the proper structure, segmentation, and personalisation will create a strong system for collecting customer feedback on WhatsApp.
Next, we’ll show you exactly how to ask for that feedback, what to say, when, and how to increase response rates.
Once your WhatsApp system is set up, it’s time for the most important part: asking for customer feedback on WhatsApp.
Here’s how to do it well:
These tips can significantly increase your response rates and give you better, more actionable insights.
Let’s look at different types of feedback messages and how to use them effectively.
Use these templates to spark conversations and gather meaningful feedback on everything from pricing and product satisfaction to customer experience and new ideas.
1. 🛍️Purchase Experience Feedback
Hi (customer_name),
Thanks for your recent order with (business_name)!
We’d love to hear about your experience from browsing to checkout.
Was everything smooth and easy?
Tap here to leave feedback: (feedback_link)
2. ⭐Satisfaction Rating
Hi (customer_name),
Hope you're enjoying your new {{product_name}}!
On a scale of 1–10, how satisfied are you with your experience with us?
We use your feedback to improve.
Tap here to rate: (feedback_link)
3.👋 First-Time Customer Check-In
Hi (customer_name),
Welcome to (business_name)—we’re excited to have you!
We’d love your first impressions.
Was our website easy to navigate? Was the order process simple?
Let us know here: (feedback_link)
4.💬 Customer Service Follow-Up
Hi (customer_name),
We noticed you recently reached out to our support team.
How did we do?
We’d love your thoughts to help us improve our service.
Tap here to share: (feedback_link)
5.🏷️ Price Feedback
Hi (customer_name),
Thanks for shopping with (business_name)!
We’re currently reviewing our pricing and would love your input.
Do you feel our products are fairly priced?
Click here to share your opinion: (feedback_link)
6.🤝 Brand Loyalty Check
Hi (customer_name),
Thank you for being a part of our community!
We’re curious—do you trust our brand enough to recommend us to others?
Your opinion helps shape the future of (business_name).
Tap here to give feedback: (feedback_link)
7. 🔍 Product Comparison / Competitor Feedback
Hi (customer_name),
Thanks again for choosing (product_name) from (business_name).
How do we compare to other brands you’ve tried?
Are there areas where we shine—or need to improve?
Your insights are invaluable.
Reply here: (feedback_link)
8. 🚀 New Ideas & Feature Suggestions
Hi (customer_name),
We’re working on new features and products and want to make sure we’re building what matters to you.
Got a minute to share your ideas or wishlist?
Tap here to tell us: (feedback_link)
9. 📦 Delivery Experience Review
Hi (customer_name),
We hope your (product_name) was delivered on time and in great shape!
Could you let us know how your delivery experience was?
It’ll help us improve our logistics.
Leave feedback here: (feedback_link)
10. 🧠 Feature-Specific Feedback
Hi (customer_name),
We just launched a new feature: (feature_name).
Have you had a chance to try it?
We’d love to hear your thoughts—any issues, ideas, or suggestions?
Tap here to share your thoughts: (feedback_link)
Bonus - Use WhatsApp’s list messages or quick-reply buttons to let customers respond with a single tap. Example:
Hi {{customer_name}},
How was your recent experience with us?
Please choose one:
1 – Very satisfied
2 – Satisfied
3 – Neutral
4 – Dissatisfied
5 – Very dissatisfied
By using the right message at the right time, you can collect deeper customer feedback on WhatsApp without overwhelming your team or annoying your customers.
Remember to offer incentives to your customers for providing feedback. Some incentives you can offer are free trials, rewards, free deliveries, discounts, or vouchers. Also, always respond to customer feedback on WhatsApp.
Customer feedback on WhatsApp isn’t just a convenience; it’s your most powerful channel for honest, real-time insights. By combining the power of WhatsApp’s real-time messaging with tools like Zoko, you can streamline feedback, boost satisfaction, and make smarter business decisions faster.
Ready to turn your chats into insights? Book a demo and see how Zoko integrates with Shopify in minutes. For more information on how Zoko can help you, contact us.
Zoko Pricing Plans:
Start your 7-day free trial of Zoko today and discover how easy it is to automate customer feedback, drive engagement, and grow your Shopify store, all inside WhatsApp.
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