Ramadan-Ready WhatsApp Journeys to Delight Customers

Retail consultancy Redseer Strategy Consultants estimates Ramadan retail sales in the UAE will approach $10 billion in 2026.  

In the UAE, Ramadan arrives with the complete overhaul of day-to-day life and routine. Days are slower. Evenings and nights come alive. And as the month progresses, each week, consumer needs and shopping patterns change – starting with a focus on buying essentials for Iftar and slowly progressing into festive shopping and gifting.  

Visits to brick-and-mortar stores increase, turning physical retail into a social and cultural experience rather than a transactional one.

However, masked under this offline-heavy behaviour, a shift is unfolding with decisions increasingly being made before customers step into a store.

While this shift presents an opportunity for ecommerce, retail and quick commerce brands, it also creates a distinct two-fold challenge. First, how do you ensure your brand stands out, influencing discovery, decisions and customer intent? And second, how do you stay relevant for 30 days without overwhelming customers?  

Let’s dive in to find out exactly how you can win customers this Ramadan!

The Fall of the Great Mall

Well, not exactly!

UAE’s shopping landscape has been dominated by malls, retail stores and local markets (defined by the products and budget) for years. Discovery happened via channels like television, OOH, Meta & Google ads, printed pamphlets received in-store, etc.  

While they are still a key shopping destination, they are no longer the only ones. Discovery, expectation setting and decision-making now begin on digital channels before the customers even step out to shop!

These developments have also transformed customer behaviour and expectations. Today, Ramadan shoppers:

• Want to decide faster and save time, not browse endlessly

• Expect relevant, personalised recommendations, not generic mass promotions

• Prefers convenience layered onto offline experiences, not a forced shift to online-only shopping

Naturally, customers are turning to shopping destinations that align closest to their expectations – whether online or offline!

This creates a clear opportunity for brands to influence decisions digitally and support customers wherever they choose to shop - online or offline.

And what better channel to do it than one that customers already use every day and trust – WhatsApp!

WhatsApp Business Messaging – Turning Intent into Revenue

Brands have always had ways to reach customers - SMS, email, phone calls and print. Reach has never been the challenge.

The challenge is delivering an experience that matches modern expectations.

In the UAE, WhatsApp isn’t just another channel. It’s where conversations already happen with 85.8% of the population aged 16 to 64 using it, making it the most widely used social media channel.  

It’s always on, always accessible.

Even though Ramadan shopping may still majorly happen in-store, the decision-making happens much before that. During post-Iftar social media scrolling, late-night chats, etc. And WhatsApp doesn’t force a behavioural shift. Rather, it seamlessly blends into existing moments.

Unlike traditional channels, WhatsApp enables real-time, two-way engagement. Customers can explore products, check stock availability, reserve products and resolve queries all within the chat window.

WhatsApp doesn’t just increase visibility. It reduces friction across the customer journey, translating directly into revenue. It:

• Shortens decision cycles

• Improves omnichannel conversions

• Drives in-store footfall

• Increases repeat purchases

• Reduces support overhead during peak days

• Fosters trust and loyalty

A brick-and-mortar-first market is steadily becoming digital-first, with WhatsApp connecting the online and offline.

The result isn’t just higher engagement, but conversations that help brands convert intent into conversion and nurture customer relationships during Ramadan and beyond.

Design Conversational Journeys that Delight, Convert and Retain  

WhatsApp Business Messaging naturally steps into three key roles that help optimise customer experience:

• The decision-making layer before the shopping begins

• The assistant during purchase

• And post-purchase relationship manager

It turns into a channel enabling brands to reach more customers, engage, influence more decisions and build trust.

Let’s look at some high-impact WhatsApp use cases you can activate right away to claim your share of the $10 billion goldmine this Ramadan: ‍

• Promotions with Click-to-WhatsApp (CTWA) Ads: Brands can use CTWA ads to promote new products, offers and more. When paired with other features, such as product catalogues, carousels, and AI, it helps brands design journeys that drive higher engagement and sales.

• Pre-Book on WhatsApp. Try, Buy or Pick Up In-Store: To make the most of their time in-store, brands can enable shoppers to explore, select and reserve products in advance via WhatsApp. They can enable pre-payment within the chat via payment gateway integration or offer a pay-and-pickup option in-store.
  
  To take the experience a notch higher, enable AI-powered Virtual Try-On, bringing together the ease of online shopping and the certainty of in-store trial.

• Store Locator for Frictionless Navigation: Enable customers to find the nearest store and drive online-to-offline traffic. Shoppers can check in-store product availability and locate the nearest outlet with one-tap navigation within WhatsApp.

• WhatsApp-Exclusive Limited-Time Offers (LTOs): Nothing prompts immediate action more effectively than lucrative, time-bound offers. Send WhatsApp-only LTOs to your customers to create urgency and nudge them to purchase before the offer expires, turning FOMO into revenue.

• Reordering & Smart Replenishment Reminders: Ramadan warrants frequent repeat purchases. Quick commerce brands can send timely replenishment reminders based on past orders. Enabling one-tap reorders that increase repeat sales and customer lifetime value.

• Customer Support: Retention matters as much as acquisition. More so in today’s saturated digital landscape. Deliver effortless post-purchase support with WhatsApp as the primary channel. Integrate AI into your customer support mix and watch your CSAT shoot up.

• Post-Eid Retargeting: Engagement shouldn’t end with Eid. Retarget Ramadan shoppers with feedback collection, loyalty programs and more. Drive repeat engagement and strengthen long-term customer loyalty.

Features that Make WhatsApp the Best Choice for Messaging Campaigns

During Ramadan, customers expect speed, clarity and convenience. Generic blasts and static landing pages fall short.  

WhatsApp stands apart because it combines reach with personalised interaction. Its rich, interactive features allow brands to turn the chat window into a seamless extension of the shopping journey.

• Click-to-WhatsApp Ads (CTWA Ads): Ads on Facebook and Instagram that, when clicked, open a direct WhatsApp chat, enabling real-time two-way conversations.
  

• Web View Integration: Webpages open inside WhatsApp so customers can view products, services, catalogs, etc., without leaving the chat.
  

• WhatsApp Flows: Helps build structured interactions with configurable steps and rich inputs, making conversations more intuitive.
  

• Quick Replies & CTAs: Pre-set replies and action buttons make it easier for customers to engage.
  

• Product Carousels: Swipeable cards to showcase multiple products or offers within a single message.
  

• Limited-Time Offers (LTOs): Time-bound promotions and offers to create urgency.
  

• Product Catalog & Add-to-Cart: Enable customers to browse products, add items to a cart and make shopping friction-free.

Conversational Journeys Must Strike the Right Chord

Ramadan isn’t about choosing between online and offline. It’s about bridging the gap between the two and delivering a consistent omnichannel experience.  

Simply being present on WhatsApp isn’t enough. To tackle the twin challenge of staying relevant and standing out throughout the month, brands need to think beyond messaging.  

However, success during Ramadan depends on how these campaigns are designed. Brands must account for the behavioural shifts and shopping patterns that are unique to the holy month of Ramadan.  

Here are a few expert tips that can help brands design WhatsApp journeys that turn intent into conversion:

1. Timing is everything: Engagement peaks post-Iftar and late at night. Schedule promotional campaigns for evenings.
   

2. Product category defines the shopping mode: Customers tend to purchase high-value items like furniture in-store, while clothes, gifts, and groceries are increasingly purchased online. Design your journeys accordingly.
   

3. Think journeys, not broadcasts: Plan your Ramadan campaign like a journey, addressing early planning, mid-month re-stocking and Eid shopping. Every week has its own behavioural pattern and every purchase is intentional.
   

4. Respect cultural sensitivities: Modest messaging and design work better than aggressive sales language.  ‍
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5. Use AI to elevate experience: Boost engagement and deliver hyper-personalised experiences by leveraging AI. Guarantee your brand stands out.

Conclusion

Brick-and-mortar stores like malls, retail outlets & local markets may still be accounting for a substantial share of the revenue. However, digital influence is rapidly emerging as a competitive alternative.

But this year, Ramadan success is guaranteed for brands that design frictionless journeys that are contextual, thoughtful and intuitive. All they need to do is find an equilibrium where customer expectations meet their business objectives. And intent will turn to action and shoppers into loyal customers.