The Ultimate Guide to Selling on WhatsApp in Kenya (Part 2): Growing Your Customer Base and Closing More Effectively

But setup alone won’t bring customers. You’ve got to get people to actually find you, trust you, and buy from you.

In this second part of the series, we’ll go beyond setup and get into the stuff that will actually move the needle for your biz. You’ll learn how to attract customers, turn casual chats into actual sales, and much more.

Ready? Twende kazi.

Missed part 1? Catch up here:

There are several ways to do this:

Start by generating your WhatsApp link (we covered this in Part 1). Once uko na link, utakua unaipost wherever you promote your products—Facebook, Instagram, flyers, you name it!

But don’t just paste the link everywhere and hope people click. Kua intentional. Your goal isn’t only visibility — it’s to make people curious enough to actually start a chat.

Every time unapost link yako, pair it with a simple call-to-action (CTA). A strong CTA tells people what to do, why they should do it, and when to do it. In other words, it sells the click.

At the very least, CTA inafaa kua na hizi elements:

● A specific next step — tell them exactly what to do.

● A benefit — give them a reason to do the thing you want them to do (e.g., a discount, reservation, freebie, free delivery, etc).

● Urgency — motivate them to act as soon as possible. Tapping into the Fear of Missing Out (FOMO) is a great way to create urgency. For example, unaeza peana a time-sensitive offer, offer discounts for the first X number of people to buy, mention that the stock is limited, and so on.

Here’s an example showing two different CTAs for the same product (a dress): one with the above elements, and a generic CTA that doesn’t really sell the click.

● Generic CTA: “Click here to get in touch”

● A CTA that sells the click: Want this dress? Tap here (your WhatsApp link) to reserve your size via WhatsApp—-get 10% off if you order within the next 2 hours.”

Notice how the second one tells the reader what to do (tap the WhatsApp link), what will happen if they act (they get to reserve their size via WhatsApp), and motivates them to act with a time-bound benefit (10% discount if they buy in the next 2 hours).

That’s exactly how you should be sharing your link.

You can also join groups/communities kwa social platform of your choice, including WhatsApp. These can be a source of customers.

Just don’t spam. Instead, comment whenever someone asks about something related to your expertise, and then gently nudge them to buy from you.

For example, let’s say you’re in a WhatsApp group called “Style Queens KE” — a community where ladies share outfit ideas, ask for fashion tips, and help each other look good for different occasions.

Someone asks:

● “Hey queens, I’ve got a maroon bodycon dress for a wedding this weekend. Which color of heels would go well with it? I don’t want to overdo it 😅”

Instead of immediately trying to sell them those heels, you could respond with:

● “Nude or gold heels would bang 🔥 — they keep the look elegant and balance out the maroon perfectly. Actually, I’ve got both in stock if you’d like to check them out. Can I share a few pics hapa?”

Akikubali, post the photos, along with other deets like the available sizes, delivery times, etc. Nine times out of ten, they’ll buy because you offered genuine help before trying to sell.

If they decline your offer for whatever reason (maybe they already have those shoes), simply keep it moving. Don’t spam the group with unsolicited pics.

In a group like this, your goal isn’t to push sales — it’s to be helpful and visible. Once people notice you consistently giving solid fashion advice, they’ll automatically see you as the go-to plug for outfits and accessories.

Another option is to simply create your own group and build it up over time. But don’t just add people randomly. Wataleft! Instead, build your group intentionally. Start with your loyal customers or people who’ve shown interest in what you’re selling.

Let’s say uko kwa biz ya clothing. Every time someone buys from you or engages with your content, waulize ka wako interested in joining a special group where they can get early access to new products, exclusive discounts, etc.

Once you’ve got your core members, keep the vibe alive. Don’t make it a constant sales board. Mix things up with stuff like:

● Styling tips and outfit inspiration

● Fun polls (“Which color combo is giving today — nude or white?”)

● Sneak peeks of new stock before it hits your socials

● Exclusive offers just for members

When people feel like they’re part of something special, they’ll stick around and even invite their friends.

Alafu usieke group bila rules. Make it clear that group ni ya fashion topics, deals, updates, or inspiration.

Mtu aki-spam na unrelated stuff ama izo links za scams, mtoe immediately. That way, the energy stays positive and professional.

Once people start reaching out, you need to make sure una-convert as many of them into buying customers as possible. Remember, getting them to engage with you is only half the job; the other –arguably more important— half is getting them to actually buy.

This is where customer engagement becomes important. Now, I can’t possibly guide you through every single convo because they’re all different.

What I can do, however, is provide you with customer engagement tips that’ll help you close more deals:

WhatsApp is about conversation. Usiache customer hanging for hours. And when you do respond, make sure uko polite–even when the customer isn’t.

For example, customer akikuja na complai kama, “You guys are too slow! I asked about this yesterday!”, don’t match their energy. Instead, take the high (polite) road with something like:

“I’m really sorry for the delay 🙏. We had a high number of messages yesterday, but I’ve just checked — your order is being packed right now and should be out for delivery shortly

Remember a feature of WhatsApp Business inaitwa Quick Replies? This is where it comes in handy.

As you engage with more and more customers, uta-realize kuna maswali almost everyone anauliza. Typically, these revolve around things like delivery times, sizes, stock availability, or payment options. Instead ukue unatype the same response repeatedly, set up Quick Replies.

Quick Replies let you save pre-written messages with a shortcut. Whenever a customer asks a question, you just type the shortcut and send. This can be a time saver when you’re swamped with inquiries, not to mention it helps you respond faster.

Here’s how to set them up:

1️⃣ Open WhatsApp Business and tap Settings (the three dots on the top right).

2️⃣ Tap Business tools, then select Quick replies.

3️⃣ Tap Add (+) to create a new reply.

4️⃣ Type your message, then set a shortcut (a short word or code you’ll type to recall the message).

5️⃣ Tap Save.

Whenever you need to trigger a Quick Reply, utafungua chat yako na customer, then u-type “/” followed by the shortcut you set. WhatsApp will show the saved message. Tap it, edit if needed, and hit Send.

Alternatively, tap the attachment icon (the one you use to send photos, videos, etc) and choose “Quick Reply”. Utaona all your quick replies. Choose the one you want to use, edit it, and hit “send”.

Another way ya ku-improve engagement ni ku-personalize messages. Ata ka unatumia pre-written messages ka Quick Replies, always refer to each customer by their name or include a small detail about their order or question. This gives them the impression that the message wasn’t a generic, copy-pasted reply.

People respond better when they feel like they’re talking to a real person, not just a business sending generic auto-generated messages. Even a small personal touch — like including the customer’s name or referencing their specific question — makes the conversation feel friendly, genuine, and attentive, which boosts the chances they’ll actually buy.

Last but not least, make sure unatumia visuals as often as possible. People buy what they can see. Send clean product photos, short try-on clips, or styling demos to make your offers irresistible: “Here’s a quick video showing how the sneakers look with jeans” packs way more punch than just saying ‘they’re stylish’.

Download MESH App.

Once a customer says ‘I like that,’ don’t lose momentum. Make it super easy for them to buy right away by:

● Making payments simple. Always offer M-Pesa first. Most Kenyans trust it. Even better ka uko na Till Number ama Paybill because it makes tracking payments easier.

● Clearly explaining your delivery options. Una-deliver aje? Is it boda, courier service, ama customer anakam kwa shop? Whatever it is, make it clear so customers know exactly what to expect.

These might seem self-explanatory, but you’d be surprised how many times people change their mind about a purchase simply because seller amelalisha when it comes to providing these two details.

WhatsApp isn’t just for chatting — it’s one of the most powerful (and free) sales tools you’ve got. Use it smartly: be helpful, stay consistent, and keep your customer experience smooth. That’s how you turn casual DMs into daily sales.