WhatsApp recorded a growth of 30,47% in Brazil when used for messaging between customers and companies. The data is part of the reportTendências de Mensagens 2025, held annually by Infobip, cloud communications platform. Globally, the trend of using the app for shopping, sales and consumer relationship is proving to be even stronger, with an increase of 53,8%
The study, that was based on more than 530 billion mobile channel interactions on the Infobip platform around the world, pointed out that Brazil is among the countries that recorded the most growth in messaging across all types of platforms in Latin America. The use of digital channels for communication with customers was driven by sectors such as Telecommunications, with a growth of 76%, Media and Entertainment, that increased 14 times, the Ministry of Finance and Fintechs, that rose 22%
An example of the effectiveness and practicality of the commercial use of WhatsApp in Brazil is the company Vai de Bus, that sells transport top-ups in various cities. Through WhatsApp Payments, Meta resource that had Infobip as the first company to carry out the technical integration and expansion of the resource in the country, Vai de Bus created a payment experience via PIX through WhatsApp. With this new feature, 98% of passengers opted for this payment method, with 85% being the conversion rate for payments in purchases through the app.
Brazil is a success story when it comes to tools that work through WhatsApp due to the app's popularity in the country. The Brazilian population tends to quickly adopt new technologies, making it an interesting place for innovations. Furthermore, Infobip's mission is to help companies improve their customers' experience. Make transactions more agile, safe and practical is in line with this objective and this makes the population buy more with more satisfaction and that businesses grow and can gain performance with their teams, once chatbots can interact 100% in this process of selling services via WhatsApp, details Caio Borges, country manager of Infobip
Besides the messaging app, Artificial Intelligence is another emerging technology that has gained prominence in recent years. Thanks to the improvement of this feature, the challenge is no longer to use it, since many companies have adopted chatbots that use AI, for example, but rather to apply it in an integrated way across various communication channels to create a cohesive shopping journey, explain Borges
With the popularization of chatbot systems, AI and messaging applications are experiencing constant growth in the conversational experiences market. Technology applications are becoming increasingly sophisticated, with companies looking to incorporate them into all their usage channels. Having multiple channels available to the customer is already a reality for many brands, but those that stand out the most are precisely those that have these channels strategically synchronized to provide continuous experiences, consistent and high quality, закінчує.
