The cheapest sale to make is to someone already buying. Cross-selling and upselling lift your average order value without new acquisition cost, and WhatsApp is the perfect place to do it, because you can recommend the right thing at the right moment, conversationally. Done tastefully, it feels like helpful advice, not a pushy add-on.
Cross-sell vs upsell
Both increase order value, in different ways.
- Cross-sell: suggest a complementary product ("socks with those shoes").
- Upsell: suggest a better or larger version ("the pro model with longer battery").
The key to both is relevance: the suggestion must genuinely help the customer.
Recommend at the right moment
Timing decides whether a recommendation delights or annoys.
- At checkout: a relevant add-on before they pay.
- After purchase: an accessory that complements what they bought.
- On reorder: an upgrade or bundle when they buy again.
Make it relevant and easy
Base suggestions on what the customer actually bought or browsed, and keep them to one or two options, not a catalog dump. Let them add to their order with a single tap through an in-chat catalog. Bundles with a small saving work especially well.
Keep it helpful, not pushy
The line between helpful and annoying is relevance and restraint. Recommend genuinely useful items, accept a no gracefully, and never bury the customer in offers. A good recommendation builds trust and repeat business.
Automate and personalise
Use automation to trigger relevant suggestions based on the order, and personalise them with what you know about the customer, as covered in our personalisation guide. Personalised, well-timed recommendations consistently lift order value.
Frequently asked questions
What is the difference between cross-selling and upselling?
Cross-selling suggests a complementary product, such as socks with shoes, while upselling suggests a better or larger version, such as a pro model. Both increase order value, and both depend on the suggestion being genuinely relevant.
When is the best time to cross-sell on WhatsApp?
At checkout with a relevant add-on, right after purchase with a complementary accessory, or on reorder with an upgrade or bundle. Well-timed suggestions feel helpful; poorly timed ones feel pushy.
How do I upsell without annoying customers?
Keep suggestions genuinely relevant to what the customer bought or browsed, limit them to one or two options, make them easy to accept in a tap, and accept a no gracefully. Relevance and restraint keep it helpful.
Can cross-sell and upsell messages be automated?
Yes. Automation can trigger relevant recommendations based on the order, personalised with what you know about the customer. Personalised, well-timed suggestions lift average order value with no extra acquisition cost.
Lift order value in chat. Explore in-chat commerce or start with WapBlaster.