Messaging apps like WhatsApp are among the most used social networks in Brazil. According to a study conducted by VTrends, a research hub andinsightsAccording to Vivo, 80% of Brazilians access these apps daily. For retail, this represents an opportunity: as a tool for the sector, it can ensure increased sales and customer loyalty. An example of this is the digital marketplace Compra Agora, which, through the implementation of Yalo's intelligent platform, recorded an increase in the average ticket to R$ 2,300 per retailer in 2024. Sales through WhatsApp already account for about 16% of the total transactions on Compra Agora – and 30% of these orders are completely organic, meaning without the assistance of a salesperson. The marketplace supplies around 530,000 stores in Brazil, with an annual revenue of approximately R$ 6 billion.
By using message sending and personalized promotions through WhatsApp, the company achieved over 10,000 monthly orders. The revenue from products sold through the messaging app grew by 164% compared to 2023, while orders increased by 136% in the same period. "The Yalo solutions are flexible, adapting to our disruptive business model and enabling rapid testing, accurate analysis, and continuous evolution of the solutions," assured Thaise Hagge, General Manager of Compra Agora.
Yalo's platform allows companies to manage the entire customer lifecycle through personalized, goal-oriented conversations.With this model, Compra Agora was able to transform the customer service experience into a more seamless and efficient one, using real customer data at scale to create more detailed segmentation groups.
With over 19.8 million messages on the WhatsApp channel, the intelligent agent system used by Compra Agora utilizes 150 base responses, generating more than 40,000 variations with AI. The result is a hybrid model, with 98% of interactions being resolved by the bot. "The Yalo platform allowed us to expand our shopping basket, strengthening our market position by improving proximity to the brand, direct communication, and active listening to customer needs," explained Hagge.
In order to strengthen the relationship with the company's own network of retailers, which is expanding, and to create new sales strategies, Compra Agora found in Yalo a solution to build an autonomous communication journey, with more than 68% of stores placing orders independently. In this way, she is able to operate the entire purchase journey on her own, from the first contact to the completion of the purchase. "Since 2022, we have been supporting retailers via WhatsApp through the Yalo platform, which facilitates digitalization and autonomy of orders, reducing consultation time and enabling an increase in the frequency and value of purchases," explained Thaise.
Integrating WhatsApp into the purchasing process has transformed the retailers' experience, enabling dynamic communication and providing a quick and practical tool to manage orders, access personalized recommendations, and resolve questions directly and immediately. "While browsing the e-commerce, the retailer can simply chat with the agent, tell what they need, and receive the best suggestions and promotions. It is an intuitive process that saves time and facilitates decisions, especially for small and medium-sized retailers," concluded Manuel Centeno, co-founder and General Manager Brazil of Yalo.
