Lojasmel integrates innovation and convenience into a robust omnichannel strategy that combines the physical store and digital. With a portfolio exceeding 12,000 SKUs, the retail chain offers consumers a fast, secure, and convenient shopping experience through digital channels such as WhatsApp, delivery apps, and major marketplaces serving the entire country.
In partnership with OmniChat, lojasmel connects its 56 physical stores to the digital environment, providing customers with an integrated shopping experience. Since 2021, when WhatsApp was implemented as a sales channel, the network has recorded over 12,500 transactions through the platform, standing out as one of the main means of interaction with Brazilian consumers.
“WhatsApp is present in the daily lives of Brazilians and allows us to do much more than just make sales. We recover abandoned carts, launch targeted campaigns and create virtual catalogs that optimize the purchasing journey. Combining this with integration with the inventory of physical stores, we are able to offer agility and a personalized experience”, explains Felipe Prado, responsible for the digital channels strategy at lojasmel.
In addition to WhatsApp, Lojasmel invests in delivery apps like iFood, Rappi, and Uber to enhance convenience and accessibility. These channels ensure that customers receive the products within a few hours, maintaining safety and convenience. The platforms also offer exclusive campaigns and intuitive navigation.
Another advantage is fast delivery: purchases made during business hours can be delivered within two hours via Uber Flash. Additionally, orders over 199.99 reais placed via WhatsApp include free delivery for distances up to 10 km.
“Everything for everyone, with love is our purpose. That’s why, in addition to the official website, we have expanded our presence in the main Delivery Apps and Marketplaces. This way, we guarantee a reliable, practical and accessible experience for our customers and, of course, we are introduced to new customers ~the platform users~”, reinforces Prado.
The omnichannel strategy connects digital channels to physical stores, providing even more seamless experiences and flexibility for customers. Through digital platforms, it is possible to make purchases and choose to pick up the order at one of the 56 locations in the network. Additionally, customers in physical stores, with the assistance of our store assistants, can request products from other units, ensuring they always find what they need.
“Our goal is not only to be present in different channels, but mainly to ensure that the customer has a cohesive and efficient experience, regardless of where they are buying from. We are constantly refining our approach to combine technology, practicality and security”, adds Prado.
With ambitious plans, Lojasmel projects that digital sales — including WhatsApp, delivery apps, and marketplaces — will account for 5% of total revenue in the coming years. "We want to be a reference in customer service quality, innovation, and convenience in retail. Our focus is to connect customers to what they need in an efficient and secure way, reinforcing our Omnichannel strategy," concludes Felipe Prado.