56.8% of Brazilians prefer shopping via mobile devices, reveals global research by Sinch

Digital shopping habits are transforming the way Brazilians relate to retail brands, according to global research O Estado das Comunicações com o Cliente 2025, conducted by Sinch 'world reference in conversational communication in the cloud 56.8% of Brazilian consumers say they prefer to make purchases of non-food items by smartphone, well above the global average of 37.8%.

The study surveyed 2,800 consumers in 12 countries and more than 1,600 business leaders in four sectors (Finance, Health, Retail and Technology).In Brazil and Mexico, 407 consumer responses were collected, 257 in Brazil.

Brazil ahead of the global average

• Promotions generate much greater engagement in Brazil: while globally 57.6% are interested in free shipping, in Brazil this percentage reaches 84.4%. Price reductions motivate 73.9% of Brazilians, against 50.4% in the world.
   
• Convenience and real-time updates make a difference: 42.4% of Brazilians say immediate information on price and availability increases interest in promotions, signaling a special attention to the digital experience, above the global average.
   
• AI and chatbots gain confidence: 45,1% of Brazilians consider “very useful” personalized recommendations for AI chatbots (25,6% globally), and 75,5% trust that these bots provide accurate tracking information and delivery times, compared to 52,3% worldwide.
   
• More loyal messages in Brazil: 73.3% of Brazilian consumers say they would return to complete a purchase when receiving an abandoned cart reminder via RCS, reinforcing the effectiveness of direct communication, above the global average.
   
• 67.3% of Brazilians feel more secure using additional authentication, compared to 48.8% globally.
   
• Logistics and efficient returns are local differentiators: 82.9% consider that real-time delivery notifications help prevent package theft, and many Brazilian consumers value the possibility of exchanges and returns directly through the messaging app.

“O Brazil is at the forefront of digital transformation in retail. Brazilian consumers not only adopt mobile commerce faster than the global average, but also rely more on digital technologies such as AI and messaging & ”OD and value convenience and security at every stage of purchase. This scenario places the country as a leader in digital engagement and online shopping experience”, says Mario Marchetti, Sinch's director general for Latin America.

The research shows that Brazil not only adopts mobile commerce faster than the global average, but also relies more on digital technologies such as AI and messaging & values convenience and security at every stage of purchase.