WhatsApp has become a powerful driver of sales and loyalty across multiple industries. In the bus sector, it represents a strategic opportunity to personalize the traveler’s experience, boost direct sales, and maximize profitability through the use of data and technology.

In recent years, WhatsApp has established itself as the closest and most effective communication channel between brands and their customers. What began as a simple messaging tool has now evolved into a sales and loyalty engine that shapes the entire customer journey, from inspiration to repeat purchase.

According to a study commissioned by WhatsApp to Forrester:

• 74% of businesses in Mexico say WhatsApp Business has improved their operational efficiency.
• Click-to-WhatsApp ads generate 40% more leads.
• Using chatbots in WhatsApp saves up to 30% of customer service time.
  

The potential of WhatsApp extends far beyond customer support: it serves as a strategic channel to increase conversions, build loyalty, and maximize profitability.

What other industries are already doing with WhatsApp

In retail, WhatsApp is already an essential part of the entire customer journey. Shoppers use it at multiple stages: exploring purchase options, tracking orders, making in-app payments, and enrolling in loyalty programs. WhatsApp has gone from being just a customer service channel to becoming a powerful driver of sales and retention.

In the restaurant sector, brands have transformed the dining experience with advanced WhatsApp features. They can now automatically recognize a customer’s location, save addresses and payment methods, provide personalized recommendations based on keywords, and are even preparing for voice message–based ordering. A clear example of how innovation in this channel can elevate the consumer experience.

In education, universities and institutions are also finding in WhatsApp a strategic ally. They use it for admissions processes, communication with students, important notifications, and scheduling appointments, creating faster, closer interactions.

By enabling personalized experiences and adapting each brand’s communication style, WhatsApp fosters much stronger and longer-lasting connections with every user.

What consumers are already doing on WhatsApp

Consumers go beyond asking about products or services; they also buy, book, and pay directly within the app. In Mexico:

• 79.6% have already purchased something through WhatsApp.
• 80% have booked a trip.
• 81% have scheduled an appointment.
• 85.6% have received coupons and promotions.

Messages have moved beyond service, support, or instant communication; they now play a role in the entire purchase cycle, from inspiration to repeat purchase.

The opportunity for the bus sector

In ground transportation, WhatsApp can become a key channel to increase direct sales and improve the traveler’s experience. Some practical use cases include:

• Immediate ticket delivery via WhatsApp, whether purchased online or at the station.
• Migrating ticket sales from the counter to digital channels, supported by ads in terminals, onboard screens, and campaigns via email, WhatsApp, or SMS.
• Recovering abandoned carts, failed payments, or inactive users.
• Incentives for return tickets and repeat digital purchases.

Through data management and analytics solutions like Reserhub Data, bus companies can maximize this channel even further. Our data taxonomy makes it possible to identify purchase patterns, connect offline ticket sales with digital customers, and launch hyper-segmented campaigns that drive online sales.

Recurrence and retention: the key to profitability

It’s estimated that retaining a customer costs five times less than acquiring a new one. With automated WhatsApp marketing strategies, bus operators can:

• Reactivate inactive travelers.
• Recover abandoned carts and incomplete ticket purchases.
• Drive digital purchases among counter or agency customers.
• Support travelers throughout the entire journey, from planning to repeat booking.

WhatsApp is much more than a communication channel: it’s a sales and loyalty engine driving digital transformation across industries. For the bus sector, it’s a strategic opportunity to strengthen direct sales, increase conversions, and build long-term relationships with travelers.

At Reserhub, we help bus operators activate this channel with data, technology, and intelligent workflows, turning every message into a growth opportunity.