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Festive Season Customer Support Made Easy with WhatsApp

27 Feb 2026

08 Min Read

Vardhan Jain

Director of Product Program @ GoKwik

Vardhan leads product and growth initiatives at GoKwik, driving D2C e-commerce innovations, conversion optimization, and scalable growth programs for products. An ISB alumnus based in Bengaluru, he brings expertise from Unacademy, Ola, and Mahindra in building high-impact product strategies.

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The festive season is a peak time for eCommerce brands to peak sales. However, with more sales, there’s more work. For instance, a rise in customer support needs. There’s usually an increase in customer queries. With an influx of queries to handle, traditional customer support channels aren’t enough. You need smart, fast, and efficient channels. In this blog, we explore festive season customer support through WhatsApp.

Festive Season Customer Support Overview

The festive season is a busy time for customers and for brands. Customers are busy exploring products on multiple sites and businesses are doing their best to offer products at discounts. Moreover, businesses are also trying to attract customers and increase sales.

However, with so much competition and diminishing attention spans of customers, it’s hard to keep up with customers unless you use technology.

WhatsApp comes in handy during the festive season as it’s one channel where the maximum number of customers are already present. The app is also a helpful support tool, thanks to its interactive features and capabilities. A lot of businesses now use WhatsApp customer support also during the holiday season.

Consider these facts and figures:

The festive season sees an increase in customer support requests by 5 to 10 times.
Over 55% of festive season sales take place online.
50 million businesses are using WhatsApp customer support services.
Customers expect a two-way conversational approach to customer support.
A bad experience instantly leads customers to leave a brand and go to a new brand.

Source

Why Use WhatsApp For Customer Support During The Festive Season

If the open rate of WhatsApp, which is 98%, isn’t reason enough to use the channel for customer support during the festive season, here are more reasons why you must definitely use WhatsApp during the festive and festive season sales.

1. Meet Customers Where They Are

An increasing number of customers now prefer using WhatsApp to interact with their favourite brands. Gone are the days of email and SMS updates. Your customers are already on WhatsApp. Moreover, people of all generations use WhatsApp now. This makes it easy for brands to reach customers on WhatsApp.

2. More Engagement

With WhatsApp’s rich messaging features such as quick replies, media sharing, chatbots, reply buttons, etc., you can boost engagement during the festive season sales. Moreover, you can also improve engagement in real-time based on customer actions on your website.

3. Build Trust

With WhatsApp, you can give customers the freedom to stop messages when they like. They are also assured that with WhatsApp business, their personal details remain secure with your brand. WhatsApp follows strict policies and guidelines that help build customer trust.

4. Streamline The Experience For Everyone

WhatsApp can do a lot more than send messages. You can send interactive media, add polls, add a catalogue, etc. All these features help bring everything in one channel and hence reduce friction and streamline the process for both customers and brands.

How To Use WhatsApp For Festive Season Customer Support?

You may be using WhatsApp for your business for regular updates and customer service, but have you thought of how you could leverage the app for customer support during the festive season? Here are some strategies that you can try.

1. Automate Updates

With a high volume of inquiries during the festive season, automating customer service responses is a must. It helps maintain consistency, customer satisfaction, and streamlines the sales process. Here’s how you can automate updates for festive season customer support.

Use WhatsApp Business API to automate responses for different use cases. For instance, you can set up answers for frequently asked questions, set up quick responses, automate order and delivery updates.
Incorporate a chatbot into your website system and direct customers to WhatsApp via the chat bot.
Utilise WhatsApp broadcast messages to send bulk messages. For instance, if there’s a website downtown during the festive season sale and you want to inform all your customers, you could broadcast a message.

2. Set Up Quick Replies On WhatsApp To Resolve Queries

WhatsApp quick replies are templated messages that can be easily edited and sent to your eCommerce WhatsApp contact list. For instance, you can send welcome, thank you, hours availability, refund, return, etc. kind of messages via quick replies.

Here’s how you can use it during the festive season:

Set up replies for common questions, for instance, ‘When does the festive day season sale end?’ so that customers can plan their shopping
Send follow-up messages. For example, once they place an order, send a confirmation message via WhatsApp along with a happy festive wish
If you have real-time offers during the festive season, use WhatsApp to send updates and discount codes to customers

3. Set Up Interactive Messages

Customers shop from multiple stores during the festive season. If you notice dropping engagement levels on your site, try using WhatsApp’s interactive messages to boost engagement. With WhatsApp, you can think creatively and take your customer support to a higher level. Given the app’s innovative features and capabilities, you can enhance your festive season customer service with ease.

Here’s how you can use it for customer support for the festive season.

Use quick polls to engage and bring back customers to your site during the festive season sale
Share photo carousels to showcase the best products from your festive season sale
Share documents such as PDFs, etc., to share informational content about your products, encouraging customers to shop from your site

4. Personalise Customer Support

During the festive season sale, personalization might seem like a difficult task for brands, but it really isn’t. Even though it’s the festive season sale, you must not forget personalization. Sending personalized messages is key. It helps engage customers.

Moreover, sending personalized messages with more relevant offers during the sale can help boost sales. Apart from personalized offers, some other ways to offer personalized support. Address customers by their name, send messages based on their past purchase history, send personalized product recommendations based on their wishlist, browsing history, etc.

Here are some tips for personalized customer support during the festive season:

Collect customers’ past data and craft personalized messages
Segment the audience and send relevant messages
Set up automated responses to common questions
Bring in one-on-one support when necessary

Best WhatsApp Practices To Follow To Help With Customer Support During The Festive Season

Complete your WhatsApp business profile with all the important details you want customers to know. For example, business name, address, website link, catalogue, contact details, description, etc. New customers interacting with you during the festive season sale should know as much as possible about your brand.
Communicate to customers that they can reach you on WhatsApp. Moreover, make it easy for them to find you on WhatsApp by adding your link on the website and social media accounts. These come in handy when customers are in a frenzy of festive season shopping.
Set response time expectations so customers know when you will respond. Customers may shop at odd hours during the festive season. One of the best ways to address this festive season customer service requirement is to set up automated responses. In case auto-responses aren’t sufficient, let them know when they can expect a reply from you.
Send timely and proactive messages to help customers during the festive sale season. Customers tend to shop from many sites and hence if you do not respond proactively, they may leave your site and move on to the next one.
Monitor and track your WhatsApp communication strategy for customer support for the festive season. Measure the performance of key parameters and consistently keep optimizing.
Keep customers informed about delays in your responses on WhatsApp. For instance, there may be an influx of messages and queries and you may not be able to attend to all customers instantly. In such cases, let them know that your messages are delayed and the expected time of your response.
Add WhatsApp QR codes on all product pages, on product packaging, etc., so customers can easily contact you when they want to interact with you.

Get Started With Customer Support For The Festive Season With Kwik Engage

Get started with customer support for the festive season

The festive season is going to be here before you even know it. It’s better to prepare early. Do your trial run and ensure you have the best customer support set up on WhatsApp. Your customers are using WhatsApp to interact with brands, and there’s no better place you can meet them to help them shop from your festive sale.

To help you automate and set up a seamless WhatsApp customer support experience, you will need an intuitive WhatsApp chat partner. Explore Kwik Engage by GoKwik.

Kwik Engage is one of the most effective D2C engagement platforms that's backed by data intelligence. It helps eCommerce brands drive engagement, and retention, and offer the best customer support.

The tool gives you the leverage to build and run highly effective marketing campaigns, polls, quizzes, and smartly end order updates keeping the shopper anxiety at bay, and much more.

Kwik Engage supports omni-channel systems, so you can integrate WhatsApp with other channels such as email, SMS, etc. and ensure 360 customer support. Kwik Engage can be used for multiple WhatsApp chat requirements as per business needs as well.

Get in touch today to know how Kwik Engage can benefit your business, especially during this upcoming festive season!

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AUTHOR

Vardhan Jain

Director of Product Program @ GoKwik

AUTHOR

Vardhan Jain

Director of Product Program @ GoKwik

Festive Season Customer Support Made Easy with WhatsApp

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Festive Season Customer Support Overview

Why Use WhatsApp For Customer Support During The Festive Season

1. Meet Customers Where They Are

2. More Engagement

3. Build Trust

4. Streamline The Experience For Everyone

How To Use WhatsApp For Festive Season Customer Support?

1. Automate Updates

2. Set Up Quick Replies On WhatsApp To Resolve Queries

3. Set Up Interactive Messages

4. Personalise Customer Support

Best WhatsApp Practices To Follow To Help With Customer Support During The Festive Season

Get Started With Customer Support For The Festive Season With Kwik Engage

Conclusion

Vardhan Jain

Vardhan Jain