Did you know that WhatsApp has a 98% open rate for messages, compared to just 20% for email? This means if you want to engage your customers directly and effectively, WhatsApp is the platform to consider. Messaging apps have become the go-to method for instant communication, making them an essential tool for e-commerce merchants.

As a Shopify merchant, you’re likely already facing challenges with customer engagement, response times, and reaching the right audience. If you're using email or social media to connect with customers, you may be missing out on the potential of instant messaging, which is where apps like WhatsApp come into play.

In this blog, we’ll explore the best messaging apps vs WhatsApp for e-commerce, why they matter, and how they can help you build better relationships with your customers. We’ll cover WhatsApp, Telegram, Facebook Messenger, and others, offering insights on how they can support your Shopify business.

Key Takeaways:

• Messaging Apps Drive Engagement: Instant messaging apps like WhatsApp outperform email with high open rates and faster customer interactions, boosting e-commerce sales.
• Mobile-First Communication: With more shoppers using mobile, messaging apps allow businesses to reach customers directly on their preferred devices.
• Personalization at Scale: Messaging apps enable tailored communication, improving customer satisfaction and conversion rates.
• Global Adoption: Apps like WhatsApp and Telegram are widely used in regions like India, Brazil, and the Middle East, essential for local customer engagement.

Automation Enhances Efficiency: Platforms with automation features like quick replies and bots save time and streamline customer support, improving overall business operations.

Why Do Instant Messaging Apps Matter in 2025?

Mobile shopping is booming, with more than 60% of global e-commerce transactions now taking place on smartphones. Social media influences over 70% of purchasing decisions, and messaging apps are playing a huge part in this trend. Their ability to offer quick, personalised communication has made them an essential tool for businesses seeking to improve customer engagement.

Here’s why messaging apps are crucial for your e-commerce business:

• Higher Engagement Rates: With higher open rates, messaging apps significantly outperform email, ensuring more customers see your messages.
• Mobile-First Communication: As mobile shopping dominates, messaging apps allow businesses to reach customers directly on the devices they use most.
• Personalization at Scale: Messaging apps enable personalised interactions based on past chats, product interests, and previous purchases, which can increase conversion rates.
• Widespread Adoption Across Key Markets: In regions like India, Brazil, and the Middle East, messaging apps are already a daily communication tool, making them crucial for connecting with local customers.
• Fewer Drop-offs: Shopify users can use messaging apps to provide direct sales paths, reducing the chances of cart abandonment and customer drop-offs compared to email marketing.

Top 5 Messaging Apps vs WhatsApp for E-Commerce Success in 2025

As messaging apps continue to grow in popularity, choosing the right platform for e-commerce communication becomes even more important. With a range of features that support automation, customer engagement, and secure transactions, each messaging app offers unique advantages. But which one is best for your business in 2025?

Below is a comparison table of the top five instant messaging apps vs WhatsApp for e-commerce, focusing on key features, privacy, and market penetration. This will help you better understand what each platform has to offer.

Now that we've compared the key features and privacy considerations for these top messaging platforms vs WhatsApp, let's take a closer look at each app's strengths and weaknesses.

1. WhatsApp Business

WhatsApp remains one of the most widely used messaging apps globally, with over 3 billion monthly active users. It’s the go-to platform for businesses looking to communicate with customers quickly and securely.

Key Features:

• End-to-End Encryption: WhatsApp ensures privacy by encrypting messages by default, making it a secure option for e-commerce.
• Business Profiles: Set up catalogues, share product listings, and offer quick replies to improve customer experience.
• Shopify Integration: Apps like Zoko allow seamless syncing between Shopify and WhatsApp, helping merchants send order updates and promotions directly to customers.

Pros:

• High Engagement Rates: WhatsApp enjoys an outstanding open rate of 98% for messages, meaning customers are more likely to read and respond.
• Global Reach: Popular in markets like India, Brazil, and Western Europe, making it ideal for businesses targeting these regions.
• Multimedia Support: Allows sharing of images, videos, voice messages, and files, enriching the customer interaction.

Cons:

• Limited Automation: While WhatsApp offers basic automation like quick replies, more complex automation features require third-party apps.
• Dedicated Number Requirement: Businesses must register a separate phone number for WhatsApp Business, which could be inconvenient for some merchants.

2. Telegram

Telegram has seen a rise in popularity, especially in the Middle East and Brazil. It offers flexibility, large group capacities, and superior customization options compared to many other apps.

Key Features:

• Cloud-Based Messaging: Telegram’s cloud-based infrastructure allows users to access messages from multiple devices, making it easy to stay connected.
• Bots & Channels: You can create bots to automate responses and build large channels with up to 200,000 members for broadcasting messages.

Pros:

• Customizable Bots: Telegram’s bots can be tailored to handle everything from customer service to order tracking, providing a personalised experience.
• File Sharing: Telegram allows sending large files (up to 2GB), making it useful for sending product catalogues and multimedia.
• No Phone Number Required: Users can create accounts using just a username, which can be appealing for businesses that want to avoid sharing a personal phone number.

Cons:

• Smaller User Base: While growing, Telegram has fewer users than WhatsApp, which could limit its effectiveness in certain regions.
• Lower Adoption Among Older Demographics: Younger users are more likely to adopt Telegram, while older customers may be unfamiliar with it.

3. Facebook Messenger

Facebook Messenger has long been a mainstay for businesses looking to communicate with customers, especially those already invested in the Facebook and Instagram ecosystems.

Key Features:

• Integration with Facebook: Seamlessly connect Messenger with Facebook and Instagram for cross-platform communication.
• Chatbots & Automation: Facebook Messenger supports chatbots, which businesses can use to automate customer support and product recommendations.
• Payments: In certain regions, Messenger supports payments via Facebook Pay, making transactions quick and easy for customers.

Pros:

• Wide Reach: With over 1 billion monthly active users, Messenger offers access to a large audience, especially those who are already active on Facebook or Instagram.
• Rich Media Support: Allows businesses to send videos, images, and interactive content to engage customers.
• Payment Options: In some regions, customers can pay directly through Facebook Messenger, making it a convenient platform for e-commerce transactions.

Cons:

• Privacy Concerns: Facebook’s track record with user data and privacy may detersome customers from using Messenger for business interactions.
• Limited Reach in Some Markets: Messenger is not as widely adopted in regions like Asia, where other messaging apps dominate.

4. WeChat

WeChat is the leading messaging app in China, with over 1.38 billion monthly active users. It’s a multi-purpose app that combines messaging, payments, and services in one platform.

Key Features:

• WeChat Pay: Users can make purchases and payments within the app, which is particularly useful for merchants looking to facilitate in-app transactions.
• Mini-Programs: Businesses can create mini-applications within WeChat to offer services and products directly to users.
• Official Accounts: Companies can set up official accounts to communicate with customers and share updates.

Pros:

• All-in-One Platform: WeChat integrates messaging, payments, and services, making it a one-stop shop for users.
• Widespread Use in China: With a 95%+ market penetration in China, WeChat is essential for businesses targeting Chinese customers.
• High Engagement: WeChat’s integrated system encourages high user engagement, as it’s used for everything from messaging to shopping and social networking.

Cons:

• Limited Availability Outside China: WeChat’s primary user base is in China, and its functionality outside of the region is limited.
• Regulatory Requirements: Businesses using WeChat must comply with Chinese regulations, which may involve censorship and other restrictions.

5. Viber

Viber is another messaging app that has gained significant popularity in Eastern Europe and parts of Asia. It offers secure communication with features tailored to both personal and business use.

Key Features:

• End-to-End Encryption: Viber offers encryption by default for secure communication.
• Public Accounts: Businesses can create public accounts to engage with customers and send messages, updates, and promotions.
• Viber Out: This feature allows users to make low-cost international calls, useful for businesses with global customers.

Pros:

• Strong Regional Presence: Viber has a strong user base in regions like Eastern Europe and the Middle East, making it useful for businesses targeting these areas.
• Multimedia Messaging: Supports sending images, videos, and voice messages, enhancing customer interactions.
• Free and Paid Services: Viber offers both free messaging and paid services, including international calls, which can be valuable for businesses.

Cons:

• Smaller User Base: Viber has a significantly smaller user base compared to WhatsApp and Facebook Messenger, which may limit its reach in other markets.
• Limited Adoption in Western Markets: Viber isn’t as widely used in Western Europe or North America, making it less ideal for businesses targeting those regions.

6. Arattai

Arattai is a rapidly growing messaging app with a user base primarily in Southeast Asia and India. It offers basic messaging services and has gained attention due to its low-bandwidth optimisation.

Key Features:

• Low-Bandwidth Optimisation: Designed for users in rural and semi-urban areas with low internet speeds.
• File Sharing & Calls: Supports text chats, calls, and file sharing, making it versatile for personal and business use.
• Android TV Version: Optimised for Android TV, allowing businesses to engage with customers in areas with limited smartphone usage.

Pros:

• Local Data: Arattai's focus on optimising its platform for local conditions (e.g., low bandwidth and limited smartphone use).
• Lightweight: At under 50MB, Arattai is easy to install, even on devices with limited storage or slower internet speeds, making it accessible to a wider audience.
• Ad-Free Experience: Unlike some other platforms, Arattai offers a clean, ad-free interface, creating a more pleasant user experience.

Cons:

• No End-to-End Encryption (E2E) for Texts: It lacks full end-to-end encryption for text chats, which could raise privacy concerns for businesses handling sensitive customer data.
• Early-Stage Business API: As a newer platform, Arattai's business API is still in the early stages of development, meaning automation and integration with other systems may be limited compared to more established apps.

How to Choose the Best Messaging App vs WhatsApp for Your Business?

Selecting the right messaging app is key to improving customer communication and driving sales. With many options available, it's important to choose the platform that aligns with your business goals and customer needs. In this section, we’ll cover the key factors that will help you make the best choice for your business.

Here are the key factors to consider when choosing a messaging app for your e-commerce business:

• Target Audience: Consider the app's popularity and usage in your key markets. For instance, WhatsApp and Facebook Messenger are widely used in countries like India, Brazil, and the Middle East.
• Customer Communication Needs: Determine if you need features like order updates, promotional broadcasts, or customer support. Choose an app that supports those features.
• Automation Requirements: Evaluate whether you need basic automation (like quick replies) or more advanced automation (like bots for customer service or abandoned cart recovery).
• Security and Privacy: Ensure the app offers sufficient encryption and data protection to safeguard your customer interactions, especially for sensitive information.
• Ease of Integration: Check whether the app integrates with your existing e-commerce tools, like Shopify, to streamline order processing and customer service.
• User Experience and Adoption Rates: Assess the ease of use and adoption rates of the app among your customers. A platform that's difficult for customers to use may lead to lower engagement.

Considering these points, WhatsApp stands out as the ideal messaging app for e-commerce businesses, offering broad market adoption, excellent customer support features, strong security, and seamless Shopify integration.

To enhance your messaging experience, consider using official Meta business partner platforms like Zoko to send bulk messages more conveniently and improve customer engagement.

Explore how Zoko’s WhatsApp integration and Shiprocket features can simplify your e-commerce communication and logistics.

Level Up Your Communication Game with Zoko

Zoko helps businesses improve communication with customers on WhatsApp by integrating directly with Shopify. It simplifies order management, automates customer interactions, and increases engagement. Here, we’ll cover how Zoko’s features can help your e-commerce business perform better.

Here are the key features of Zoko that will help level up your communication game:

• Product Catalogue Integration: Zoko syncs your Shopify product catalogues with WhatsApp, allowing customers to browse and buy products directly from the app.
• Automated Workflows: Zoko Flows automate tasks like order confirmations, abandoned cart recovery, and customer support, reducing manual work and saving time.
• Broadcast Messaging: Zoko lets you send personalised broadcasts with much higher open rates than email, leading to more engagement from your audience.
• Multi-Agent Support: With a unified inbox, multiple agents can collaborate, ensuring faster response times and improved customer service.
• Mobile Accessibility: Zoko’s mobile app lets your team respond to customer inquiries quickly, even when they are on the go.

To see how Zoko can work for your business, start a 7-day free trial today. Explore its features and discover how it can improve your communication and sales. Try Zoko now and experience the difference for yourself.

FAQs

1. How do messaging apps help improve customer engagement in e-commerce?

Messaging apps enable direct, personalised communication with customers, improving response rates and fostering stronger relationships, which can lead to increased sales and customer loyalty.

2. What are the benefits of using WhatsApp for e-commerce?

WhatsApp offers high open rates, secure communication, and easy integration with e-commerce platforms like Shopify, making it an effective tool for managing orders, updates, and customer support.

3. Which messaging apps are best for businesses targeting markets in India and Brazil?

WhatsApp is the most popular messaging app in India and Brazil, but platforms like Telegram and Facebook Messenger also have significant user bases in these regions.

4. Can I use multiple messaging apps for my e-commerce business?

Yes, many businesses use multiple messaging apps to reach different customer segments. It’s important to choose apps that align with your target audience and business needs.

5. What features should I look for in a messaging app for my e-commerce business?

Key features to consider include automation options, integration with e-commerce platforms, security measures, and the ability to handle large volumes of customer interactions efficiently.