The messaging platform WhatsApp is one of the most widely used in Brazil. Within it, in addition to direct communication, other functionalities have emerged, such as selling products and services. In this sense, merchants outside this app tend to delay or lose growth in the market.
Why do retail companies need WhatsApp?
According to data from We are Social, in 2023, WhatsApp was the most accessed social network by Brazilians. The research shows that 93.4% of Internet users in the country, aged 16 to 64, had the app, equivalent to 169 million individuals. “Companies need to be close to their audience. This tool enables fast and assertive communication. By being present in something common in daily life, the organization becomes closer to its customer,” says Carlos Henrique Mencaci, President of Total IP.
According to another analysis, this time from Opinion Box, 79% of individuals in Brazil have already contacted a company via the app. Among the reasons were: asking questions (77%) and requesting technical support (67%). Additionally, the platform also showed potential for sales—66% of respondents had already hired a service, and 62% bought something via “WhatsApp.” “WhatsApp not only brings the organization closer to potential buyers but also provides tools to boost sales,” observes the expert.
How to sell more with WhatsApp?
The representative from Total IP understands the potential of the tool, not only for exchanging information but also as a way to keep your brand always within customers’ reach. In this context, he shares four strategies to sell more with WhatsApp:
Offer exclusive promotions: Use the ‘Channels’ feature to share coupons, flash sales, or even special conditions for group participants.
Send reminders: WhatsApp has a high open rate for sent messages—according to Meta, it averaged 98%. This is useful for notifying buyers about products in stock or triggering the ‘urgency push’ with countdown messages for limited-time discounts.
Link the business account to a chatbot: system and configure a chatbot to answer frequently asked questions, collect initial consumer data, direct to human support, and generate satisfaction surveys. “Total IP provides this automation through Chat Robot. With simple drag-and-drop customization, it’s possible to personalize the welcome experience.”
Monitor team performance and turn insights into strategies: no strategy exists without metrics. Monitoring both customer service performance and actual sales is essential to scaling the business. “With the WhatsApp Business Management tool from Total IP, managers can access corporate phones on a single screen. The system logs conversations, provides filters, and exports reports to Excel,” adds the executive.
For Mencaci, using a digital tool integrated with other software is an effective way to make a business more productive. “Looking at this messaging space differently—as a seller and not just as a user—can enhance a business’s results,” he concludes.
